---
title: "Deepak Yadav - Customer Experience Lead in Bengaluru | Tal"
description: "Meet Deepak Yadav, Customer Experience Leader | AI-First CX Strategy, Automation & Operations | Building reasoning-agent chatbot platforms at ~83% deflection | 0-to-1 CX Setup | PMP, Lean Six Sigma based in Bengaluru. AI stack includes claude and gemini."
image: "https://tal.club/meet/deepak-yadav-12/share-image"
---

# Deepak Yadav on Tal

## Headline

Customer Experience Leader \| AI\-First CX Strategy, Automation & Operations \| Building reasoning\-agent chatbot platforms at \~83% deflection \| 0\-to\-1 CX Setup \| PMP, Lean Six Sigma

## About

I build customer experience functions that are intelligent, lean, and revenue\-aware\. Over 13\+ years, I've set up and scaled CX strategy and operations 0\-to\-1 across gaming, e\-commerce, and D2C sports brands — moving support from a cost center to an automation\-led, insight\-driven engine\. My focus today is AI\-first CX transformation\. At Agilitas Sports, I've architected a reasoning\-agent support platform on DevRev across Lotto and one8 — live on WhatsApp, website chat, and email — that handles \~46,000 conversations at \~83% AI deflection, validated to 95\-96% accuracy with zero critical failures on live orders before go\-live\. Built as a reusable framework, it's now extending to additional brands on a plug\-and\-play model\. That AI work sits on a deep operational foundation: Led 125\-member cross\-functional teams across operations, quality, process excellence, and training\. Cut customer contacts 45% through root\-cause process improvement and self\-serve\. Held attrition at 4% over three years while advancing 20% of the team into higher roles\. Ran Voice\-of\-Customer and NPS programs that lifted retention and revenue, and negotiated platform vendors\. I care about the intersection of strategy and execution — turning a clear CX vision into shipped systems, measurable metrics, and teams that run without me\. Certifications: PMP, Lean Six Sigma Green Belt\. Open to leadership roles in CX strategy, automation, and operations\.

## Location

Bengaluru

## AI stack

claude

gemini

## Work experience

Customer Experience Lead at Agilitas, Sep 2025 \- Present · 1 yr 1 mo, Bengaluru, Leading Customer Experience strategy and operations across a multi\-brand sports portfolio\.

Senior Manager Customer Experience at Gameskraft, Jan 2020 \- Aug 2025 · 5 yrs 8 mos, Led Customer Experience strategy and operations for a real\-money gaming company \(fantasy sports and card games\) across multiple brands\. Set up and scaled 0\-to\-1 end\-to\-end CX operations for 3 domestic brands and launched CX for a new international brand, managing a 125\-member cross\-functional team across operations, process excellence, quality, and training\. Cut customer contacts by 45% through a process\-improvement program that addressed root\-cause pain points and launched a self\-serve platform\. Built and optimized 4 chatbots to 50\-65% automation and drove hygiene metrics \(FRT, ART, FCR, CSAT\) through automation, SOPs, and team upskilling\. Conceived and implemented "One CRM" — a single, brand\-filtered information hub that reduced manual retrieval and improved cross\-team collaboration\. Ran a Voice\-of\-Customer program \(40\+ activities\) that drove leaderboard\-algorithm overhauls, lifting retention by 5% and revenue by 38% \(Express H2H\) and 8% \(Live Fantasy\)\. Led a sentiment\-analysis program that raised product ratings by an average of 0\.5 stars\. Automated fantasy\-winnings distribution to a record 5\-minute TAT for tier\-1 matches — the fastest in the industry\. Held attrition at 4% over 3 years and advanced 20% of the team into higher roles\.

Assistant Operations Manager at Quikr, Apr 2018 \- Jan 2020 · 1 yr 10 mos, Bangalore, Scaled end\-to\-end business operations for Quikr Assured Mobiles, driving sustained growth in listings and order generation\. Launched a no\-exchange purchase sub\-vertical based on seller feedback, driving \~25% revenue growth\. Built and ran the Sell\-Through\-Quikr \(STQ\) business; led a 15\-member team overseeing catalog, vendor, and STQ operations\.

Operations Team Lead \(M&T\) at Quikr, Jul 2015 \- Apr 2018 · 2 yrs 10 mos, India, Part of the founding 4\-member team that launched QuikrX, Quikr's refurbished\-phone vertical\. Set up and ran end\-to\-end operations for the Quikr Assured Mobiles category — catalog management and seller onboarding across 30\+ sellers nationwide\. Oversaw pricing and inventory management to ensure optimal product availability\.

Sr\. Catalog Specialist at Flipkart, May 2013 \- Jul 2015 · 2 yrs 3 mos, Greater Bengaluru Area, Managed catalog operations across multiple retail categories\. Launched and managed catalogs across 4 categories \(Office Supplies, Baby Care, Home Improvement, Automotive\) to a 98\.2% catalog quality score\. Led a 6\-member catalog team driving accurate, continuous product listing\. Produced daily, weekly, and monthly reporting on catalog performance and operational efficiency\.

## Education

Bachelor of Science \(BSc\), Information Technology, Kuvempu University

GNIIT, Computer Software Engineering, NIIT Pune

[View the original profile](https://tal.club/meet/deepak-yadav-12)

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