Deviprasad Shetty
Unit Manager - Operations
Mangalore, Karnataka
Summary
Proven leader in customer service and technical support, with a track record of enhancing client satisfaction by 15% at Mphasis through quality assurance and effective negotiation. Excelled in cross-functional team collaboration and CRM, driving process improvements and fostering career development. Achieved significant cost savings and operational efficiency, demonstrating strong self-direction and problem-solving skills.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
Customer Service Associate
Reliance Communications
- Delivered exceptional service to VIP customers, maintaining a 95% satisfaction rate
- Created feedback-driven improvement plans for agent performance
Unit Manager - BPS
Mphasis
01.2017 - 11.2024
- Spearheaded quality control initiatives, improving client satisfaction scores by 15%
- Streamlined outage management processes, reducing downtime by 25%
- Negotiated delivery terms with international clients, achieving cost savings
- Mentored a team of 20+ specialists, fostering career development and enhancing productivity
Senior Technical Support Engineer
Mphasis
01.2014 - 01.2017
- Implemented process excellence initiatives, reducing turnaround time for critical issues by 30%
- Conducted training programs, improving knowledge retention and issue resolution rates
- Built a comprehensive database of domain-specific articles, enhancing operational efficiency
Technical Associate
Mphasis
01.2012 - 01.2013
- Managed high-severity server issues across AMER, APAC, and UK regions
- Developed knowledge bases and technical documentation for mainframe accounts
- Conducted data analysis to support incident management and team huddles
Education
Bachelor Of Computer Applications - Computer And Information Sciences
Shri Devi Institute of Technology
Mangalore, KarnatakaGraduation Diploma In Human Resource - Business Administration
Phoenix School of Business Management
Mangalore, KarnatakaDiploma In Fire And Safety - Fire And Safety
Mifse
Mangalore, KarnatakaSkills
Quality assurance
Certification
Basic lean six sigma
Timeline
Unit Manager - BPS
Mphasis
01.2017 - 11.2024
Senior Technical Support Engineer
Mphasis
01.2014 - 01.2017
Technical Associate
Mphasis
01.2012 - 01.2013
Customer Service Associate
Reliance Communications
Bachelor Of Computer Applications - Computer And Information Sciences
Shri Devi Institute of Technology
Graduation Diploma In Human Resource - Business Administration
Phoenix School of Business Management
Diploma In Fire And Safety - Fire And Safety
Mifse
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