Deepak Poovanna
Madikeri
Summary
Dynamic Senior Analyst with a proven track record at Glowtouch Technologies, excelling in customer engagement and order processing. Adept at resolving issues swiftly, enhancing satisfaction, and training teams on ERP systems. Skilled in technical analysis and incident resolution, driving operational improvements and fostering client relationships.
Overview
13
13
years of professional experience
Work History
Senior Analyst
GlowtouchTechnologies/DiyaSystems
Mangalore
10.2020 - 02.2026
- Resolved customer complaints on first contact, preventing escalation and improving satisfaction.
- Investigated and rectified problem orders daily through fulfillment dashboards and reports.
- Corrected issues with sales orders and past deliveries in SAP Kustomer.
- Addressed RMAs within business flow, effectively resolving open issues.
- Trained new team members on ERP platforms, including SAP OMS and Salesforce, ensuring process comprehension.
- Processed orders and cancellations in Shopify business flow system efficiently.
- Responded to customer inquiries via chat and email, delivering accurate product information.
- Updated documentation for e-commerce processes to reflect operational changes.
Online Customer Care Specialist
GlowtouchTechnologies/DiyaSystems
Mangalore
08.2020 - 10.2020
- Responded to customer inquiries via chat and email, providing timely assistance and support.
- Maintained strong client relationships, contributing to customer retention and satisfaction.
- Provided support for internet security tools, Figleaf, Intrusta, PrivacyMate, ensuring effective usage and user satisfaction.
- Upselling the company products and handling the existing accounts.
Quality Analyst
Mphasis
Mangalore
06.2017 - 10.2017
- Completed first pass audits daily within client-specified turnaround time, ensuring adherence to quality standards.
- Accountability to achieve, maintain and excel quality standards and SLA set by the clients.
- Monitoring calls on a regular basis to validate the authenticity of the work done by the production associates.
- Provided constructive feedback to production associates, enhancing call quality and reducing first pass audit errors.
- Guided associates in their work.
- Participated in team activities and huddles, fostering skill development and collaboration.
- Exposure towards initiation and handling of new business account within the process.
- Using work related tools to keep sentient with new updates.
Production Associate
Mphasis Private Limited
Mangalore
10.2012 - 10.2017
- Delivered customer support in a fast-paced environment to address client inquiries.
- Resolved client complaints via phone and email, coordinating with relevant departments for timely issue resolution.
- Logged incoming calls and tracked client interactions in Concept utility tool to maintain accurate records.
- Participated in workflow implementation to streamline processes and enhance operational efficiency.
- Also act as a trainer & supervisor to the new service center operators.
- Floor support - Helping the newcomers in understanding of the process.
- Verifying Property insurance information behalf of Bank of America and Dovenmuehle mortgage.
- Verified insurance policies, due dates, premium amounts, and terms for Bank of America's clients.
- Generating the crystal report and forwarding it to the concerned department managers for review.
Education
Bachelor of Arts - ESP
Feild Marshal K M Cariappa College
Madikeri05-2009
P.U.C - Commerce
Sri Rajeshwari College
Madikeri08-2006
S.S.L.C -
Sri Rajeshwari School
Madikeri05-2004
Skills
- Technical Analysis
- Requirement gathering
- Incident analysis
- Issuer remediation
- Technical demonstration
- Solution demo
- Service Support
- Customer Support
- Customer Engagement
- Client Interactions
- Request fulfillment
- Order processing
- Vendor Collaboration
- State analysis
Accomplishments
- Participated in school hockey team and played for interschool hockey match.
- Participated in intra-college hockey match.
Hobbies and Interests
- Playing hockey & cricket
- Surfing
- Cooking
Disclaimer
I hereby declare that information provided above is true and to the best of my knowledge.
Personal Information
Date of Birth: 12/04/88
Languages
- Hindi
- Kannada
- Coorgi
- Tamil
- Malayalam
- English
- Hindi
- Kannada
- Coorgi
- Tamil
- Malayalam
Timeline
Senior Analyst
GlowtouchTechnologies/DiyaSystems
10.2020 - 02.2026
Online Customer Care Specialist
GlowtouchTechnologies/DiyaSystems
08.2020 - 10.2020
Quality Analyst
Mphasis
06.2017 - 10.2017
Production Associate
Mphasis Private Limited
10.2012 - 10.2017
Bachelor of Arts - ESP
Feild Marshal K M Cariappa College
P.U.C - Commerce
Sri Rajeshwari College
S.S.L.C -
Sri Rajeshwari School