Deepak Gauda
Team Leader
Mumbai
Summary
I joined the TCS as an associate and have been working at the TCS for last seven years, conducting quality checks and receiving numerous client compliments for managing sensitive and important plans. I was promoted to team leader last year and have been managing the team ever since.
Overview
7
7
years of professional experience
5
5
years of post-secondary education
Work History
Team Leader
Tata Consultancy Services
Mumbai
07.2021 - Current
- Mentored and guided employees to foster proper completion of assigned duties.
- Built strong relationships with customers through positive attitude and attentive response.
- Assisted with new hire processing and existing training programs.
- Cross-trained and provided backup support for organizational leadership.
- Initiated timely response to emails, voicemails and written correspondence.
- Led team of 19 members while providing exceptional customer service.
Quality Reviewer
Tata Consultancy Services
Mumbai
04.2018 - 06.2021
- Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
- Analyzed quality and performance data to support operational decision-making.
- Addressed non-conformance issues, pausing production to correct errors.
- Created and revised procedures, checklists and job aids to reduce errors.
- Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Associate
Tata Consultancy Services
Mumbai
03.2015 - 03.2018
- Worked varied hours to meet seasonal and business needs.
- Managed customer relations through communication and helpful interactions.
- Liaised with customers to assist with computing operations and resolve concerns.
- Greeted customers and offered assistance for increased customer satisfaction.
- Improved customer satisfaction by quickly and effectively addressing inquiries and complaints.
Education
PGDM in Banking, Investment & Insurance -
Welingkar Institute of Management Studies
Mumbai, India 07.2020 - 07.2022
BCOM -
VES College of Arts, Science And Commerce
Mumbai, India 06.2011 - 05.2014
Skills
Complaint resolution
Client Service
Staff education and training
Performance improvement
MS Office
Active Listening
Communication
People Management
Accomplishments
- Received a certificate of appreciation for the outstanding quality provided for the handling of sensitive planes on 3 Oct'18.
- Received on spot award for handling sensitive plans on 18th Aug'20.
- Received applause award for handling sensitive plans on 16th Sep'19 and13th Apr'20.
- Awarded as Star of the Month for Feb'16, Dec'16, Jun'18, Jan'19, Jul'19 and Feb'21
Timeline
Team Leader
Tata Consultancy Services
07.2021 - Current
PGDM in Banking, Investment & Insurance -
Welingkar Institute of Management Studies
07.2020 - 07.2022
Quality Reviewer
Tata Consultancy Services
04.2018 - 06.2021
Associate
Tata Consultancy Services
03.2015 - 03.2018
BCOM -
VES College of Arts, Science And Commerce
06.2011 - 05.2014