DEEPESH GOHEL
Service
Pune
Summary
Seeking an organization to work in a globally competitive environment and to utilize my skills and knowledge that shall yield the twin benefits of the satisfaction and a steady-paced professional growth.
Overview
16
16
years of professional experience
Work History
Senior Quality Assurance Analyst
Cotiviti India Pvt. Ltd
03.2019 - Current
- Conducted evaluations to identify weak areas and identify problematic issues while promoting corrective methods.
- Met tight deadlines to satisfy client demands and project timelines.
- Provided extensive quality assurance training via both in-person and remote teleconferences.
- Monitored activities and supporting systems to meet compliance regulations.
- Resolved issues efficiently and built excellent client rapport, which led to enhanced customer satisfaction ratings.
- Developed quality assurance plans by conducting Type and Type analyses.
- Mentored junior QA analysts, fostering a culture of continuous improvement and knowledge sharing within the team.
Senior Practitioner (Tech support
IBM
12.2014 - 03.2019
- Virgin media - UK (Broadband Email TV ad Telco)
- Responsibilities: Providing on call assistance for Broadband Telco TV and Email issues With over around 35000+ conversations providing on call support worked in Different Line of
- Business and well versed with Citrix CRM
- Broadband and Email Support
- Setting Up Emails on Client including Microsoft Outlook, Windows Live Mail, Thunderbird
- Mac Mail also helping in fixing issues Webmail Port Forwarding Mac Filtering Finding
- Outages and Updating SLA’s.
- Assisted in the creation of user-friendly tech support resources, improving overall user experience and satisfaction.
- Addressed IT issues by coordinating with tech support, minimizing downtime and maintaining operational efficiency.
- Implemented a structured ticketing system for incoming tech support requests, expediting response times and increasing productivity levels within the IT department.
- Assisted in the development of standard operating procedures to ensure consistent service quality across all cases handled by the tech support team.
Site Supervisor
M/s Manilal Builders
11.2013 - 12.2014
- During this period I was involved in:
- Process-
- Supervised material usage and contractor man-hours to keep projects in line with budgetary restrictions.
- Maintained records and logs of work performed and materials and equipment used.
- Worked with personnel and managers to meet strict timelines.
- Guided employees and contractors in task completion, offering assistance to meet tight deadlines.
Senior Executive
Just Dial
05.2009 - 11.2013
- Assisted operation and finance department with payment recovery
- Responded to inquiries from multiple portals and used well - developed listening and open ended questioning skills to make a sale
- Voice inbound and out bound in telemarketing.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Established team priorities, maintained schedules and monitored performance.
- Identified and communicated customer needs to supply chain capacity and quality teams.
- Defined clear targets and objectives and communicated to other team members.
Education
HSC - undefined
National Institute of Open Schooling
PuneSSC - undefined
National Institute of Open Schooling
PuneBCOM -
Calorx University
Gujarat03-2012
Skills
Helping with Tier 2 Support
Quick start
Sending and Tracking Replacements Activation
TV and Telco providing Help in Setting up Multi Room Streaming
Other skills
Working knowledge of
MS- Office (Word, Excel, PowerPoint)
Good Communication skills (verbal and written)
Good team player
Timeline
Senior Quality Assurance Analyst
Cotiviti India Pvt. Ltd
03.2019 - Current
Senior Practitioner (Tech support
IBM
12.2014 - 03.2019
Site Supervisor
M/s Manilal Builders
11.2013 - 12.2014
Senior Executive
Just Dial
05.2009 - 11.2013
HSC - undefined
National Institute of Open Schooling
SSC - undefined
National Institute of Open Schooling
BCOM -
Calorx University