![Aakash Deep](https://jobicy.com/react/themes/app/images/avatar.jpg) Aakash Deep # Customer Success Manager Actively looking · Member since 26 Jul 2026 [Message](https://jobicy.com/dashboard-page.md) ShareLocationDelhi, IndiaDesired salary15k–24k USD/yearlyWork preferenceRemote Only / Full TimeExperience levelMid * [Overview](#overview) * [Portfolio 0](#portfolio) * [Services 0](#services) ## About Professional summaryI am a customer success and customer experience professional with more than 10 years of experience managing global client support, escalations, and retention operations across APAC, EMEA, and North America. I have specialized experience in claims resolution, dispute handling, and trust & safety within customer-facing environments, with a strong focus on protecting customer trust while balancing business risk. Throughout my career, I have resolved 300+ monthly escalations with 99% resolution accuracy and 100% SLA adherence, while consistently improving CSAT, retention, and operational efficiency. I am experienced in onboarding support, account management, incident response, and cross-functional collaboration with Legal, Compliance, Product, Risk, and Trust & Safety teams. I have also led process improvement initiatives, including workflow redesign, automation, and SOP development, which helped reduce repeat escalations and improve case lifecycle efficiency. I am now looking for opportunities where I can apply my customer success, escalation management, and operational leadership experience to deliver scalable, customer-centric outcomes. ## Skills 26 capabilities[Account Management](https://jobicy.com/talent/account-management.md)[Automation](https://jobicy.com/talent/automation.md)[Conflict Resolution](https://jobicy.com/talent/conflict-resolution.md)[Crisis Management](https://jobicy.com/talent/crisis-management.md)[CSAT](https://jobicy.com/talent/csat.md)[Customer Experience Strategy](https://jobicy.com/talent/customer-experience-strategy.md)[Customer Success Management](https://jobicy.com/talent/customer-success-management.md)[Customer Support](https://jobicy.com/talent/customer-support.md)[Data Driven Decision Making](https://jobicy.com/talent/data-driven-decision-making.md)[Dispute Resolution](https://jobicy.com/talent/dispute-resolution.md)[Escalation Management](https://jobicy.com/talent/escalation-management.md)[Fraud Prevention](https://jobicy.com/talent/fraud-prevention.md)[Incident Management](https://jobicy.com/talent/incident-management.md)[Negotiation](https://jobicy.com/talent/negotiation.md)[NPS](https://jobicy.com/talent/nps.md)[Onboarding](https://jobicy.com/talent/onboarding.md)[Process Improvement](https://jobicy.com/talent/process-improvement.md)[Quality Assurance](https://jobicy.com/talent/quality-assurance.md)[Retention](https://jobicy.com/talent/retention.md)[Risk Management](https://jobicy.com/talent/risk-management.md)[Root Cause Analysis](https://jobicy.com/talent/root-cause-analysis.md)[SLA Management](https://jobicy.com/talent/sla-management.md)[SOP Development](https://jobicy.com/talent/sop-development.md)[Stakeholder Management](https://jobicy.com/talent/stakeholder-management.md)[Team Leadership](https://jobicy.com/talent/team-leadership.md)[Training](https://jobicy.com/talent/training.md) ## Tech stack & tools Working toolkit ### Collaboration [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/jira/jira-original.svg) Jira](https://jobicy.com/talent?tool=jira.md) ### Marketing and Sales Tools [![Image](https://cdn.jsdelivr.net/gh/devicons/devicon@master/icons/salesforce/salesforce-original.svg) Salesforce](https://jobicy.com/talent?tool=salesforce.md) ## Experience Career history ### Escalation Coordinator (Customer Success & Client Support) · Airbnb Jan 2020 – Mar 2025Managed 300+ monthly customer escalations across APAC, EMEA, and North America, achieving 99% resolution accuracy and 100% SLA adherence while maintaining high CSAT. Resolved high-priority safety and trust escalations involving fraud, policy violations, and service recovery. Partnered with Trust & Safety, Legal, Compliance, and Risk teams to manage sensitive incidents and deliver customer-first resolutions. Improved case lifecycle efficiency by 30% through Salesforce automation and streamlined support workflows. Reduced repeat escalations to below 2% using root cause analysis, workflow redesign, and proactive issue prevention. ### Customer Experience Specialist · Airseva Jan 2018 – Aug 2018Resolved daily customer service and travel-related escalations with a focus on first-contact resolution and customer satisfaction. Reduced average handling time by 50% by building workflow automations and structured communication templates. Coordinated customer claims and service requests across multiple regions and stakeholders. Cleared 80% of operational backlog through process tracking, workload redistribution, and escalation management. ### Sr. Associate 2 – Disputes & Risk (Customer Claims) · Citi Bank (Convergys) Aug 2015 – Feb 2017Investigated high-volume financial disputes and customer claims while ensuring compliance and risk mitigation standards. Identified fraud indicators in a significant share of cases and strengthened fraud prevention workflows. Reduced follow-up turnaround time through operational improvements and case management optimization. Managed sensitive customer interactions involving chargebacks, disputes, and financial escalations with a customer-first approach. ### Process Advisor (Customer Support) · Barclays Apr 2014 – Nov 2014Managed high-volume banking service requests while maintaining compliance and operational accuracy. Reduced customer wait time through process redesign and workflow improvement initiatives. Achieved strong CSAT performance during internal quality and audit reviews. Supported operational efficiency and customer issue resolution in a customer-facing environment. ### CCO Support Executive (Client Support) · Convergys (Orange) Oct 2012 – Mar 2014Resolved telecom customer escalations while maintaining strong service standards and operational efficiency. Achieved zero backlog during audit periods through effective queue management and prioritization. Improved internal knowledge base documentation, reducing turnaround time for customer issue resolution. Delivered consistent, high-quality customer support in a high-volume contact center environment. ### Founder & Operations Lead · Hospitality Venture 2025 – 2026Managed end-to-end hospitality operations, including customer experience, service delivery, vendor coordination, and issue resolution. Oversaw operational workflows, customer escalations, and financial tracking processes. Applied customer success and operational management expertise to improve service standards and guest satisfaction. Independently managed business operations, vendor relationships, and cross-functional process coordination. ## Education Learning history ### NIILM School of Business, New Delhi Dates not specifiedMBA, International Business Master of Business Administration in International Business. ### University of Lucknow Dates not specifiedBachelor of Commerce (B.Com), Marketing Bachelor's degree in Commerce with a focus on Marketing. This professional hasn’t added portfolio projects yet. This professional hasn’t listed any services yet.