DEVA PRAKASH A
No.1, Azhagar salai 2nd Street, Thiruchendur Nagar, Old Pallavaram, Chennai
Summary
Banking professional with over 10 years of experience. Dynamic escalation representative with proven expertise at Wells Fargo, excelling in problem-solving and effective communication. Skilled in data analysis and quality assurance, I have successfully improved service delivery processes and enhanced team performance through strategic training and development initiatives. Committed to driving results and fostering collaboration in high-pressure environments.
Overview
11
11
years of professional experience
Work History
Escalation Representative
Wells Fargo International Solutions Pvt Ltd.
Chennai
02.2023 - Current
- Resolved customer escalations through effective communication and problem-solving techniques.
- Collaborated with cross-functional teams to address complex service issues efficiently.
- Analyzed customer feedback to identify trends and improve service delivery processes.
- Escalated unresolved issues to senior management while maintaining professionalism.
- Maintained a high level of quality assurance throughout the escalation process.
- Investigated customer complaints and identified root cause of the issue.
- Documented detailed reports of all escalations and resolutions.
Team Leader
Concentrix Technologies Pvt. Ltd.
10.2020 - 09.2022
- Led team operations to ensure efficient workflow and service delivery.
- Trained new employees on company policies and operational procedures.
- Coordinated project timelines and resource allocation for various initiatives.
- Monitored team performance to identify areas for improvement and support.
- Facilitated communication among team members to enhance collaboration.
- Implemented process improvements to streamline daily operations and reduce delays.
- Participated in regular meetings with senior leadership to provide updates on team progress.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Implemented strategic plans to enhance team performance and productivity.
UAE Collection Officer
Standard Chartered Global Business Service Pvt Ltd (Scope International)
10.2018 - 05.2020
- Prepared reports on collection activities for management review and strategy adjustments.
- Maintained compliance with regulatory requirements during all collection activities.
- Followed up on overdue accounts via telephone calls, emails, letters, or other means of communication.
- Spoke to delinquent members by phone and identified why accounts had not been paid.
- Attended meetings with senior management concerning collection strategies and performance results.
- Updated company's database daily with new details regarding collections and activity on delinquent accounts.
- Performed skip-tracing activities to locate missing debtors or those who have moved without leaving forwarding addresses.
Customer Service Executive
SBI Credit Card Payment and Services
Chennai
02.2017 - 10.2018
- Assisted customers with credit card inquiries and payment processing.
- Managed escalated customer issues with patience and professionalism.
- Processed payments and adjustments accurately using internal systems.
- Provided excellent customer service to resolve customer complaints in a timely manner.
IRO (Information Retrieval officer)
JUST CALL INFOTECH PVT. LTD.
Chennai
03.2015 - 10.2016
- Conducted extensive research to retrieve relevant information for client projects.
- Maintained documentation of retrieval protocols and best practices for reference.
- Assisted clients in navigating information systems and utilizing resources effectively.
- Maintained detailed records of all activities related to information retrieval operations.
Education
B.E., (MECH) - Mechanical Engineering
Vels University
08-2014
H.S.C -
Cambridge matriculation Hr.Sec.School
01.2010
S.S.L.C -
Cambridge matriculation Hr.Sec.School
01.2008
Skills
- Data analysis
- Service level agreements
- Performance monitoring
- Quality assurance
- Team leadership
- Effective communication
- Problem solving
- Training and development
- Complaint handling
- Active listening
- Complaint investigation
- Spreadsheet tracking
- Reporting and documentation
- Collections management
Hobbies and Interests
- Cricket
- Reading books
- Music
- Photography
Personal Information
- Father's Name: R. Arumugam (Late)
- Date of birth: 06/03/93
- Gender: Male
- Nationality: Indian
- Marital status: Single
Disclaimer
I certify that the information provided in this resume is true, complete, and correct to the best of my knowledge.
Accomplishments
Q3 - Spotlight award - 2025 at Wells Fargo.
Timeline
Escalation Representative
Wells Fargo International Solutions Pvt Ltd.
02.2023 - Current
Team Leader
Concentrix Technologies Pvt. Ltd.
10.2020 - 09.2022
UAE Collection Officer
Standard Chartered Global Business Service Pvt Ltd (Scope International)
10.2018 - 05.2020
Customer Service Executive
SBI Credit Card Payment and Services
02.2017 - 10.2018
IRO (Information Retrieval officer)
JUST CALL INFOTECH PVT. LTD.
03.2015 - 10.2016
B.E., (MECH) - Mechanical Engineering
Vels University
H.S.C -
Cambridge matriculation Hr.Sec.School
S.S.L.C -
Cambridge matriculation Hr.Sec.School