1. Curriculum Vitae
DEEPAK MM
Mohana Vihar
Mekkara Tekkumbhagam Mob. No :+919061610678
Tripunithura PO , Ernakulam Email: mm.deepak07@gmail.com
Pin:682301
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Career Objective:
I am seeking an opportunity that will utilize strengths in personnel management, problem solving, and
process improvement to have an immediate impact upon operations, productivity, and profitability in a
business.
Summary profile:
Total Experience – 3 years
 Currently working as Team Lead –Customer Care for Toyota, Cochin. (Dec’2014 – Present)
 worked as Team Leader for Dish Tv Customer care inbound process(Polaris Financial
Technology,Chennai – Tamil Nadu) –May’2014 – Dec’2014
 Promoted as a Team Leader for GETIT Inbound Process (Polaris Financial Technology,Kakkanad -
Kochi) in May’13
 Worked as Customer care executive in Polaris financial Technology from May’12 to May’13
Technical Skills:
 Good Knowledge of MS Excel.
 Team Management.
 Client Management.
 People Handling
Experience
(I)
Organization : NIPPON MOTOR CORPORATION PVT LTD
Designation : Team Leader- Customer Assistance Center( Inbound & Outbound)
Duration : Dec’14 - Present
Scope of function : Leadership role in the Strategy and manage and oversee the associates.
Location : Kalamasserry, Cochin
Reports to : Head – Customer Assistance Center
Reporters : Associate

2. (II)
Organization : Polaris Financial Technology Ltd
Designation : Team Leader-Dish Tv ( Inbound)
Duration : May’14 – Dec’14
Scope of function : Leadership role in the Strategy and manage and oversee the associates.
Location : Chennai
Reports to : Deputy Manager (Operations)
Reporters : Associates
(III)
Organization : Polaris Financial Technology Ltd
Designation : Team Leader-Getit Local Search( Inbound)
Duration : May’13 – May’14
Scope of function : Leadership role in the Strategy and manage and oversee the associates.
Location : Chennai
Reports to : Assistant Manager (Operations)
Reporters : Associates
Achievements
 Promoted as a Team leader through IJP process in May’13
 Selected as best Team leader for 2 Quarters. JAS(2013) and OND(2013)
Summary of Responsibilities & Skills acquired
1. Leads a team of 20- 25 customer service associates and motivates them to achieve the team SLA.
2. Floor walks regularly for at least 5 ½ hours per day to supervise, coordinate, and monitor the
activities of customer service associates to ensure prompt, courteous and accurate response to
customers; ensure an efficient and qualitative operation through effective planning, leading,
controlling and organizing.
3. Handles any escalations that an associate is unable to handle, solves process related queries and
handles grievances.
4. Listens to calls and coaches the team to enhance performance.
5. Monitors the calls taken by the associates and provides them feedback.
6. Interacts with the quality team to seek feedback on the team’s performance and team quality
scores.
7. Conducts monthly and confirmation appraisals for the associates by 7th of each month and
provides them feedback.
8. Prioritizes and assigns work to associates and initiate corrective measures to resolve day- to- day
work related problems including scheduling or adjusting overtime requirements, break
management as necessary. Devises strategies to minimize attrition & absenteeism.
9. Organizes training program for the associates.
10. Interacts with other departments like HR and administration to develop and maintain effective
rapport and to resolve issues and inquiries pertaining to policies, statutory compliances and
administrative requirements.
11. Holds team briefing and de- briefings before and after each shift.
12. Organizes weekly team meetings to update the associates on any process changes, quality issues
and team SLA and KPI’s.
13. Initiates and administers the rewards and recognition program for the team.

3. (III)
Organization : Polaris Financial Technology Ltd
Designation : Customer Service Associate
Scope of function : Frontliner
Location : Kochi
Reports to : Team Leader
Summary of Responsibilities & Skills acquired
1. Giving correct and accurate information to the customer queries.
2. Handling calls as per the set Qulaity parameters.
3. Ensuring good customer satisfaction by resolving all customer queries in set time.
4. To handle Upselling
5. Escalation of Customer complaint to respective deparments
Educational Qualification
 Finished Schooling from NSS Higher Secondary School (CBSE), Tripunithara
 Bachelor in Computer Science from MG University, Ernakulam 2009-2012
Personal Details:
Date of Birth : 03-07-1991
Sex : Male
Religion : Hindu
Marital Status : Single
Nationality : Indian
Fathers Name : Mr. MOHANAN D
Mothers Name : Mrs. OMANA MOHANAN
References:
 Mr. Reji Mathew,
Assistant Manager- Operations
Polaris Financial Technology,
Kochi.
Mobile: +91 7736433834
 Mr.Vishak Aryan
Admin Supervisor
Polaris Financial Technology,
Kochi.
Mobile No: +91 8089422312
 Mr. Muhammed Shereef
Client –Askme / Getit Infomedia
Polaris Financial Technology,
Kochi.
Mobile No: +91 9847112540 / 9087000767

4. Declaration
I hereby declare that all the information’s given above are correct to the best of my Knowledge.
Place: Ernakulam,
Date: 02-11-2014. Deepak M M