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DEEPA VENKATESH

#1473
South end B Cross
East end main road
Jayanagar 9 t h Block
Bangalore 560069
Phone: 9916909090
Email Address: cutedeep2008@gmail.com

Personal Profile

A conscientious, people orientated young woman, who requires a working


environment which involves others. A team builder and leader with an individual
style and a head on approach to work. I strive on new challenges and enjoy
achieving high standards in all areas of my working and personal life. An
accomplished organizer and communicator with the ability to relate to all levels of
personnel and client, working in all areas with energy and enthusiasm. A
perfectionist and love to follow set procedures and rules. An assertive and positive
person, out going and gregarious by nature, can adapt to a first name basis easily. A
very friendly, stays calm, a good observer and cope well under pressure. Enjoys a
social environment to both work and play.

Personal Minutiae :
Date of Birth : 19-Feb-1986
Gender : Female
Marital Status : Single
Nationality/religion : Indian/Hindu
Languages Known : English, Telugu, Hindi, Kannada and Tamil (basic)
Career Objective:

It is my intention to combine all my existing skills and pursue a career, which will
recognize my capabilities and appreciate my competence to produce a high level of
customer service no matter the situation. I believe I have extensive corporate BPO
related experience, which would only further benefit any customer service related
commercial business.

Experience:

ACCENTURE SERVICE PVT.LTD (Bangalore, India): From Oct 2008 Till Date.
SENIOR CUSTOMER SERVICE REPRESENTATIVE IN MORTGAGE
PROCESS
Responsibilities Held:
 Assisting US mortgage customers with their loan restoration and refinancing.
 Assisting the collection practices and staging the customers to ensure payments.
 Mediating between the Mortgage Company and customers for better relationship.
 Assisting the team of collectors on their customer relation practices.
 Data collection to help the mortgage companies to refinance the loans.
 Insurance collection.
 Email support to the customers on their policy related queries

SENIOR CUSTOMER SERVICE REPRESENTATIVE IN HR SUPPORT


PROCESS
Responsibilities Held:
 Assisting the US & Canadian Accenture employees regarding their payroll, tax,
benefits and other general questions.
 Preparing process related reports for day to day functioning of the process.
 Monitoring calls ensuring quality of the service provided.
 Floor support, providing process knowledge to the subordinates.
 Handling escalations and providing feedback to the subordinates.
 Training new joiners, providing process knowledge.
 Handling supervisor calls.
 Calibrating calls with the clients.
 Attending meetings with the superiors regarding the future development of the
process and the pupil.
 To ensure that the calls are documented in Siebel application.
 To ensure that the service requests are opened to the Tier 2 team to have the issue
to be resolved with appropriate issue documentation.
 To ensure that the individual quality percentage is never below the SLA of 85%.

VODAFONE ESSAR SOUTH PVT.LTD: From June 2007 to July 2008


 Service provided to the Indian Vodafone A/c holders.
 Technical support provided related to the network, value added services and
handsets.
 Provided support for billing and tariff related enquiries.
 Ensure bill payments made timely before the due date for all accounts
 Up selling of Data products ( Black Berry, USB Stick, data cards) and other
Value added services related products through channel tele service executives which in
turn generate more revenue.
 Ensure Voluntary churn on the entire base not to exceed month on month and
ensure the given targets are achieved.
 Control In-voluntary churns like first bill default, Non-usage & other issues.
 Worked on Oracle CRM and BSCS Applications.
 As a supervisor assigning work to the co-workers, till handling were the jobs
handled.

MIDOLA SERVICES PVT. LTD From Feb 2004 to Apr 2005 (Part time)

 Managing administration works and documentation.


 Developing and maintaining appropriate office systems, including ordering stationary
and managing filing systems
 General administrative tasks across different departments like dealing with a range of
queries and covering other administrators as appropriate
 Arranging and co-ordinating the events conducted by the Board. This includes
organising the programme dates, co-ordinating with speakers, sending out invitations
and joining instructions.
Key Skills and Attributes:

I possess well-developed interpersonal abilities that enable proficient and


professional interaction with people from all backgrounds. Predominantly my
experience lies within the BPO Industry , which has allowed me to develop excellent
team leadership, motivation and training skills. I pride myself on my capabilities in
all areas of customer service and can indeed display initiative, maturity and
professionalism at all times. I possess excellent team spirit, am able to motivate and
lead others whilst working independently with great self-motivation. In addition, I
am very organized, cope well under stress and have excellent time management
skills. I have a very good knowledge and experience in all kinds of food and
beverage service procedures. In addition, I am a very good PC user.

Education:

• B.Com SRN Adarsh. May 2008


Key Modules:
Accounting, Business Management, Statistics, Income Tax, Indian constitution,
Computer Application, Management Principles and practice, Management Accounting.

• Jyothi Nivas College,Bangalore, India (2004)


Key Modules:
Majors: Statistics, Economics, Business Management, Accounting.

• IPGHS, Bangalore, India (2002)


Key Modules:
Majors: Mathematics, General Science, Social Studies, English.

AWARDS ACHIEVED:

3 time Summit Award winner in Accenture for outstanding performance in the process.

Certificates in extensive areas of sports and activities (Volley Ball, Throw Ball, Carom, Chess,
Relay-Running.

Have travelled extensively through India.


REFERENCE:

Upon request