Summary
Overview
Work History
Education
Skills
Accomplishments
Languages
Skillsspecifications
Personal Information
Hobbies and Interests
Disclaimer
Timeline
Generic

Deepak P C

Bengaluru

Summary

A result-oriented professional with 8 years of overall experience. 5+ years of experience in leading teams to success. Last held the post of Lead, Operations with Concentrix (Convergys India Services Pvt. Ltd.)

Overview

8
8
years of professional experience

Work History

Lead, Operations

Concentrix
10.2016 - 05.2022
  • Team handling, monitoring team performance and reporting on metrics to upper management
  • Streamlined daily operations, effectively delegating responsibilities and setting achievable deadlines
  • Tracked and analysed reports to determine needed improvements
  • Recognizing high performance and rewarding accomplishments within the team
  • Encouraging a positive work environment that promotes productivity and employee satisfaction
  • Ensuring team adherence to company policies and quality standards
  • Facilitating communication between team members and other departments or stakeholders
  • Staying current with industry trends, tools, and technologies that can enhance team performance
  • Assisting with the recruitment, hiring, and training of new team members
  • Client interactions (Microsoft Program Managers) about KPI’s on a daily, weekly and monthly basis

Coordinator Intraday

Concentrix
07.2015 - 10.2016
  • Managing the Calls\Chats Queue & assigning breaks to the agents on real time basis
  • Generating reports regarding the metrics (Absenteeism, AHT, COB and Productivity) of the program
  • Raising Client tickets whenever there is tools outage
  • Preparing weekly schedules for the call / chat taking agents as per the forecast of calls offered for the upcoming weeks.

Customer Support Associate

Concentrix
02.2014 - 07.2015
  • Activating Microsoft products – Windows, Office and Remote Desktop Servers to the customers.

Education

B.Sc (EMCs) -

Sheshadripuram First Grade College (Bangalore University)
05.2013

Intermediate -

Shri Vidyarthi Junior College (Chittoor Dist, Andhra Pradesh)
05.2009

SSLC (10th) -

Janaseva Vidya Kendra (JSVK)
03.2006

Skills

  • Believer in team work
  • Capable in handling, training and mentoring team members
  • Attended the PRINCE2® Foundation and Practitioner course
  • Basic understanding about project management/coordination
  • Leading, mentoring & monitoring the performance of the team to ensure efficiency in process operations & meeting of individual & group targets
  • Possesses strong leadership, problem-solving, and communication skills, with a focus on delivering exceptional customer/client service
  • Proven ability in handling core business issues and resolving them with discretion and professionalism
  • Well versed in working in a computerized environment
  • Strong work ethic & developing long lasting relationships based on a foundation of trust, integrity & outstanding performance

Accomplishments

  • Best Support Superstar Award (Month)
  • Best Support Knight Award (Quarterly)

Languages

English
Kannada
Telugu
Hindi

Skillsspecifications

  • Attended the PRINCE2 Foundation and Practitioner course
  • Basic understanding about project management/coordination
  • Hands on experience on Microsoft Office products (Word, Excel, PowerPoint)
  • Report Preparation in Excel
  • Basic knowledge on Power BI
  • Hands on experience on Success Factor, HeadTrax, IEX, CMS & CRM (Dynamics 365) tools

Personal Information

  • Date of Birth: 07/15/90
  • Nationality: Indian
  • Marital Status: Married

Hobbies and Interests

  • Listening to music
  • Watching movies

Disclaimer

I hereby declare that the information furnished by me is true to best of my knowledge.

Timeline

Lead, Operations

Concentrix
10.2016 - 05.2022

Coordinator Intraday

Concentrix
07.2015 - 10.2016

Customer Support Associate

Concentrix
02.2014 - 07.2015

B.Sc (EMCs) -

Sheshadripuram First Grade College (Bangalore University)

Intermediate -

Shri Vidyarthi Junior College (Chittoor Dist, Andhra Pradesh)

SSLC (10th) -

Janaseva Vidya Kendra (JSVK)

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Deepak P C