1. Resume - Aloysius Deepak
CURRICULUM VITAE
Aloysius Deepak
SPECIALIST – OPERATIONS, CUSTOMER SERVICE,
ADMINISTRATION & QUALITY
Mobile: +971.52.7109689
email: adeep06@gmail.com
Personal Statement:
“I feel that my greatest
strength is my ability to
develop and maintain a close
working relationship with my
customers. This allows me to
gain an in-depth
understanding of their
service needs and
requirements. I then deliver a
professional response to
them. “ Deepak
SUMMARY: An experienced professional executive with 17+ years
of valuable experience working in Operations, customer service and,
administration in leading Multinational Companies. Highly focused
with a comprehensive knowledge of how to maintain a professional,
helpful and courteous relationship with allocated customers.
Contributed to organization growth by executing business strategies
using strong decision making abilities. Exceptional people
management experience.
AREAS OF EXPERTISE
Client relations
Sales support
Client retention
Customer relations
Administration
Quality Analysis
Report Analysis
Report Generation
PERSONAL SKILLS
Excellent communicator
Tactful & articulate
Problem resolution
Excellent organizational
skills
Team player
CAREER HISTORY:
Sona Mobility – Helios Mobility India Pvt Ltd.
Operations and Customer Service Advisor
March 2010 – October 2014
Providing support, help and advice to customers who use the
companies products or services. Also responsible for arranging
appointments, meeting with potential customers, explaining our
products, answering questions, writing up orders and asking for
recommendations.
• Documentation procedures to complete customer requests.
– Reviewing, maintaining accuracy, short listing, recording
and execution.
• Direct interaction with Customer Queries and complaints
resolution.
– Effective communication, clear understanding of the
customer requirement, effective and timely resolution of
requests or complaints.
• Engaged in developing customer service policy.
• Collecting and analyzing customer service data.
• Involved in preparing weekly, monthly dashboards to measure
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2. Resume - Aloysius Deepak
sales performance.
• Closely worked with call centre (due to prior work experience).
• Provided guidance to cross functions as and when required.
• Actively provided recommendations to senior managers to
improve service quality and processes.
LEGRAND SNC FZE, DUBAI (France based organization)
Sales Administrator
February 2008 – June 2009
As Sales Administrator, my primary goal was to manage and
supervise the processing of orders in the most effective, efficient
and accurate manner.
• Served as liaison officer between customers and sales managers.
• Communicated with the sales manager on a regular basis for
order and delivery status.
• Reconciled monthly and quarterly reports and order forms.
• Acted on deferred shipments accordingly.
• Analyzed conceptual solutions to complex issues related to sales.
• Reviewed the quotations and proposals submitted by the sales
reps.
• Prepared and processed the orders of external clients.
• Updated records on deliveries and shipments.
• Coordinated the shipments of goods and materials to meet
clients' orders.
• Reviewed purchase orders and the attachments needed for the
processing.
• Ability to meet tight deadlines.
24/7 Call Center, INDIA (Multinational Organization)
Quality Analyst
June 2003 – July 2007
As Quality Analyst, my primary goal was to analyze historical call
volume, call agent conversation monitoring, seasonal variations,
trend and provide training to the call center agents to enhance
service quality standards. Also, enable the team to meet the set
goals of the organization.
• Participated in internal calibrations with Quality and Operations
and ensured consistent scoring.
• Responsible for being objective liaison on behalf of the client to
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3. Resume - Aloysius Deepak
the vendors.
• Participated in assisting with Quality lessons and improved
quality performance.
• Consistently sent immediate email to supervisors and provided
instant feedback on performance concerns, disconnected calls
and auto fail calls.
• Tracked call results and conducted trend analysis based on
results of monitors and improved quality and training needs.
• Performed contact call center monitoring, evaluated and
reported all agents within regional territory.
• Actively used quality management system to compile, track and
trend agent performance.
• Communicated with center leadership and Corporate Customer
Service Team and socialized call center performance and
observed performance gaps.
• Analyzed call trends and identified agent and call center training
opportunities and provided recommendations to management.
Virtual Dynamics Software Limited
Operations & Customer Service
Jan 2003 – May 2003
Providing support, help and advice to customers who use the
companies products or services. Also responsible for arranging
appointments, meeting with potential customer.
• Dealing with customer enquiries.
• Involved in developing a customer service policy.
• Collecting and analyzing data to monitor the level of customer
service.
• Completing all administrative tasks and updating records.
• Using Word & Excel to write reports and create invoices.
• Provide assistance and support to the Supply Chain as and when
required.
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4. Resume - Aloysius Deepak
First Ring India Pvt Ltd
Customer Service
Sep 2002 – Jan 2003
Providing support, help and advice to customers who use the
companies products or services. Also responsible for arranging
appointments, meeting with potential customer.
• Dealing with customer enquiries.
• Involved in developing a customer service policy.
• Collecting and analyzing data to monitor the level of customer
service.
• Completing all administrative tasks and updating records.
• Using Word & Excel to write reports and create invoices.
• Provide assistance and support to the Supply Chain as and when
required.
Santhiagu Associates
Production Supervisor
Jun 1996 – June 2002
Production management professional with over X years
experience in large, fast-paced, multi-line facilities. Proven track
record of achieving sustained improvements in quality, cost and
delivery functions.
• Develop and execute production schedules based on business
demands
• Manage high volume manufacturing.
• Develop and track cost improvement projects to reduce
production costs
• Increase production accuracy
• Control inventory and raw material handling
• Design, implement and audit quality control processes
• Manage scheduling of shipping dates for all incoming orders
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5. Resume - Aloysius Deepak
PERSONAL:
A good level of written and verbal communication skills.
• Able to quickly gain extensive knowledge of a company products
& services.
• Possessing a confident and articulate telephone manner.
• Experience of working shifts, early mornings, afternoons,
weekends & nights.
• Adaptive to change and ability to multi-task. Able to work as part
of a team and in a busy telephony environment.
• Committed to promoting high quality standards at all times.
• Flexible and adaptable. Ability to stay calm under pressure.
• Able to react quickly and effectively when dealing with
challenging situations.
PERSONAL DETAILS:
Currently on Visit Visa to
Dubai.
DOB: 21.02.1974
Driving License: Yes
Nationality: Indian
Hobbies: Reading, Music,
Football & Traveling.
Languages: English, Hindi,
Tamil and Kannada.
ACADEMIC QUALIFICATION:
Tamil Nadu State University
Bachelors Degree: Specialization in English & Communication
Karnataka State Board - Higher Secondary
Karnataka State Board - Grade 10
St. Germains’ High School - Grade 1 to Grade 9
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6. Resume - Aloysius Deepak
PERSONAL:
A good level of written and verbal communication skills.
• Able to quickly gain extensive knowledge of a company products
& services.
• Possessing a confident and articulate telephone manner.
• Experience of working shifts, early mornings, afternoons,
weekends & nights.
• Adaptive to change and ability to multi-task. Able to work as part
of a team and in a busy telephony environment.
• Committed to promoting high quality standards at all times.
• Flexible and adaptable. Ability to stay calm under pressure.
• Able to react quickly and effectively when dealing with
challenging situations.
PERSONAL DETAILS:
Currently on Visit Visa to
Dubai.
DOB: 21.02.1974
Driving License: Yes
Nationality: Indian
Hobbies: Reading, Music,
Football & Traveling.
Languages: English, Hindi,
Tamil and Kannada.
ACADEMIC QUALIFICATION:
Tamil Nadu State University
Bachelors Degree: Specialization in English & Communication
Karnataka State Board - Higher Secondary
Karnataka State Board - Grade 10
St. Germains’ High School - Grade 1 to Grade 9
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