Customer Lean Six
Resume:
Deepak Vijayan
******.*******@*******.***
Address : **-***,
No.1 Division, Devarsholai(po)
Gudalur
Nilgiris - 643207
Objective
Over 6 years of experience working in a process and business driven environment with knowledge in domains like BPO, Telecom, Education and Hospitality. A good communicator with effective presentation skills and proven ability to streamline, increase productivity, improve customer relations and compliance. Learning and sharing being my strong trait I can prove to be a strong asset to the development of your company. Skills and Technologies
BPO operations
Customer Services
Email Communication
MS Excel, MS power point, SQL
Lean Six Sigma Methods
Process Improvement
Risk Mitigation
Telecom OSS and BSS
Training
Cold Calling
Work Experience
Business Development and Administration
Safari Land resorts - Masinagudi
October 2019 to till now
Convert the inbound calls to sales and follow up on prospective customers. Identify and coordinate with travel agents to increase the guest flow to the resort. Update the room pricing on the travel portals depending on the business season. Responsible for maintaining the time sheet and generating payroll for the employees. Receive feedback from the customers and work on customer compliants to improve the customer experience. Respond to customer reviews on various travel portals and manage the contents on the digital platform. Managing the room bookings through various channels and perform checkin aad checkout activities. Responsible for cash handling and perform accounting operations on the income and expense statement. Maintain the infrastructure of the facility and make timely bill payments to the service providers. Relationship Manager
Knowledge Planet - Dubai
December 2018 to Mar 2019
Cold calling to parents and students and inviting them for the educational seminars. Responsible for generating leads and scheduling appointments in the branches. Conducting effective presentation in schools to promote the brand value of the company. Provide counselling to the students on the importance of entrance coaching. Resolving parents and students queries about classes and upcoming exams. Develop rapport with the prospects and customer to generate new data for calling. Retaining existing students by providing retention plans. ******.*******@*******.*** +91-830*-***-***
Senior Process Associate
Tata Consultancy Services - Chennai
June 2016 to July 2018
Responsible for managing a team size of 4 and manage work assignments and shift rostering for the associates. Understand key metrics that measure business-unit performance, create scorecards, and monitor process performance over time.
Applying DMAIC, DMADV, Lean and Project Management methodologies to successfully complete improvement projects and realize targeted benefits.
Created a web application to track the daily production of the team using Java and Spring. Auditing the mails and calls of the associates and give constant feedback for continuous improvement. Participate in Client calls and understand the new project updates and suggesting improvements. Ensure that all process and SOPs are mapped and maintained in accordance with the company standards. Performed UAT testing on application after updated version release. Process Associate
Tata Consultancy Services - Chennai
February 2012 to May 2016
Resolve trouble tickets in the event customer face issue in the wholesale voice routing and also proactively managing the routing activities.
Perform routing actions on the AI tool and test voice calls to check the quality of the calls. Identify the fraud calls in the network and block the fraud instances in the route. Write SQL queries to update and generate rates for the customers and suppliers Experience creating reports using MS Excel Pivot Tables and using of Excel Macros. Generating revenue by introducing cost efficient suppliers to assigned regions. Averting of losses incurred in the routing process by blocking suppliers/customers that arbitrage. A good understanding of the eTOM framework and components involved in BSS and OSS. A fundamental knowledge of the networking protocols including TCP/IP, HTTP, SFTP, SNMP. Awards and Achievements
Received silver performer award during the initial learning program. Awarded the star performer for providing better solutions for the customer. Received champion’s league award three times for outstanding team performance Reduced AHT of the process by 40% using Lean approach Improved the ticket resolution rate from 77% to 84% using DMAIC approach Education
Bachelor of Science in Information Technology (B.sc. IT) – Apr’ 2011 CMS college of Science and Commerce – India
Higher Secondary Certification – Mar’ 2008
Holy Cross Convent Matriculation Hr. Sec School – India Personal Profile
Date of Birth : 19-Nov-1990
Marital Status : Single
Nationality : Indian
Passport No : M8155230
Languages : English, Tamil, Malayalam
Hobbies : Reading,Football, Singing
******.*******@*******.*** +91-830*-***-***
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