Summary
Overview
Work History
Education
Skills
Languages
Certification
Accomplishments
Affiliations
Timeline
Generic

Deepak Prajapati

New Delhi

Summary

Diligent professional with many years of experience maintaining seamless business operations. Smoothly administers teams, trains staff and monitors procedures to maximize efficiency and balance objectives with operational requirements. Flexible hard worker ready to learn and contribute to team success.

Overview

14
14
years of professional experience
1
1
Certification

Work History

Service Manager

Tech Mahindra
Noida
01.2024 - Current
  • Performed root cause analysis on recurring problems encountered by customers.
  • Resolved customer complaints quickly and effectively.
  • Developed and maintained relationships with customers, vendors, and suppliers.
  • Coordinated with other departments within the organization to ensure seamless delivery of services.
  • Resolved customer complaints in a timely manner.
  • Handled customer complaints and resolved issues promptly to maintain positive relationships.
  • Resolved customer inquiries and complaints requiring management-level escalation.
  • Created, updated, and tracked incident tickets using a ticketing system.
  • Prioritized each incident based upon its impact on business and escalated issues considered major threats.

Team Leader

Tata Consultancy Services
Noida
02.2017 - 08.2023
  • Maintained a positive work environment that promoted collaboration between team members.
  • Provided coaching and feedback on employee performance, encouraging professional development.
  • Created training materials and conducted group trainings on new processes or procedures.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Conducted regular performance reviews to assess individual team member progress.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Analyzed data from various sources to identify areas of improvement in the department's operations.
  • Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
  • Established clear expectations for employees, providing guidance when needed.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Reviewed completed work to verify consistency, quality, and conformance.
  • Completed daily quality assurance duties to provide feedback for improvements.
  • Maintained daily inventory to facilitate successful material distribution.
  • Managed conflict resolution within the team to maintain a positive work environment.
  • Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
  • Facilitated team meetings to discuss targets, strategies, and address any issues.
  • Coordinated daily operations, ensuring team adherence to company policies and procedures.
  • Led a team of 24 individuals in achieving quarterly sales targets, exceeding goals.
  • Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
  • Delegated daily tasks to team members to optimize group productivity.
  • Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
  • Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
  • Oversaw quality control to identify inconsistencies and malfunctions.
  • Organized client meetings to provide project updates.
  • Analyzed key performance indicators to identify effective strategies.
  • Tracked quality metrics such as defect rate, rework rate, waste rate.
  • Coordinated with stakeholders to ensure timely resolution of incidents.

Senior Associate

Tele Performance
Gurgaon
03.2015 - 01.2017
  • Assisted customers with installation of new hardware and software applications.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
  • Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
  • Assisted customer in understanding products, components and systems using technical demonstration.
  • Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.

Subject Matter Expert

Wipro
New Delhi
01.2011 - 05.2014
  • Handled inbound calls from international Clients.
  • Monitored ticketing system for incoming requests from customers requiring assistance with their products or services.
  • Resolved technical queries related to product features, functionality, installation and configuration of software applications.
  • Provided technical support to customers via phone and email.
  • Ensured that all escalated cases are resolved within agreed-upon time frames.

Education

Bachelor of Commerce - Commerce

Sikkim Manipal University
New Delhi, DL
11-2014

Skills

Project Management
Service Desk Management
ITIL Framework
IT Service Desk
Major Incident Management
Change Management
Service Now Ticketing
HP Service Manager
Back Office Operations
Operations Management
Team Management Skills
Mentoring

Resource Allocation
Communication Skills
Shift Scheduling

Resource Allocation

Employee Training and Development

Customer Service

Languages

Hindi
First Language
English
Advanced (C1)
C1

Certification

  • ITIL Foundation
  • CCNA Routing & Switching Training

Accomplishments

  • Employee of the Year in Wipro(2013)
  • 4 Times Employee of the Month in TCS
  • 2 Star of the Quarter in TCS
  • Best QA & Process Trainer in TCS

Affiliations

  • Biking
  • Reading

Timeline

Service Manager

Tech Mahindra
01.2024 - Current

Team Leader

Tata Consultancy Services
02.2017 - 08.2023

Senior Associate

Tele Performance
03.2015 - 01.2017

Subject Matter Expert

Wipro
01.2011 - 05.2014

Bachelor of Commerce - Commerce

Sikkim Manipal University

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Deepak Prajapati