The document provides a summary of Deepak Rambahadur Tiwari's professional experience and qualifications. It outlines his 11 years of experience in customer service roles, including currently serving as a Senior Officer of Customer Service at Metro One Operation Pvt Ltd. It also lists his previous roles at Birla Sunlife Insurance Pvt Ltd., First Source Solutions Pvt Ltd., and Prakash Air Freight Pvt ltd. The document details his responsibilities and achievements in each role.

1. Deepak Rambahadur Tiwari
E-303, Rashmi Harsh, Hatkesh, ShantiVidya Nagari, Mira Bhayander Highway, Mira road (E),
Thane – 401 107.
Contact Details: 9768 436 047
PROFILE
Commerce graduate, result oriented professional with over 11 years of experience incorporating
customer service skills. Successful background in serving internal and external customers,
motivating and assessing staff members. Successful problem resolver. Strict adherence to
deadlines and extremely productive in challenging environments.
AREAS OF EXPERTISE
 Team handling  Coordination  Fault Finding
 SOP Drafting  Data Analysis  Team Building
 Training  Complaint handling &
Resolution
 Email Management
 MIS
Proficient in: SAP- CRM, MS Office, includes: Word, Excel, PowerPoint and
Outlook.
Selected Achievements
• Designed and implemented innovative CRM models.
• Drafted SOP’s and power point presentation for training module at “Metro One Operation pvt
ltd.,”.
• Suggested and assisted in planning paperless environment in Birla Sun life Insurance Pvt Ltd.,
• Headed for “All India Document Receivables” project during permanent policy closure
(September 2010).
• Designed one pager plan detail which was adopted throughout the organization as a reference
note.
• Rewarded with “Value Leader” award for the year 2009-10 in “Birla Sunlife Insurance Ltd.,
• Received best improved performance award in “First Source Solutions” for the month of July
2007.
• Received best employee award for the year 2005 in “Prakash Air Frieght Pvt Ltd”
• 1st
prize in drawing competition in inter school competition.
Key Strengths
Disciplined Work Ownership Intensive Contributor
Strong Influencer Highly Organized Planner and Guide
Problem Solver Understanding, Visionary, Diplomat
People Person Decisive Strong
Progressive Self-analyst Committed
Inspirational Leader Team Builder, Mentor, Driver Imaginative

2. Professional Experience
1. Metro One Operation Pvt Ltd., (Mumbai Metro Railway) Dec 2011 -
Present
Designation: Senior Officer – Customer Service
Pre- COD Phase (Dec 2011 – May 2014)
• Drafting SOP’s for processes pertaining to Customer service at station and head office.
• Assisting in preparation of CRM system
• Prepared dummy MIS reports for future analysis ie., how the report would be presented
to management and client
• Assisting in recruitment to Human Resource Team
• Imparting training to Manager – Sales, Customer Care Officer, Customer Service Officer
and other station staff
• Assisting in preparing BID Documents for different Metro projects
• Conducting audit for internal departments based on documentation process
• Visiting stations for information about signages to be fixed at stations
• Conducting survey for different feeder services in terms analyzing fares, routes etc.,
• Designing and preparing monthly internal newsletter with coordination of different
department
• Responsible for preparing documentation for competency process
POST COD Phase (June 2014 till date)
• Managing a team of 15 Customer Service Officers located at station and head office
• Responsible for preparing documentation for competency process
• Managing attendance for the entire team
• Briefing team on new updates and offers.
• Identifying training needs for team and station staff
• Responsible for handling complaints, suggestion/feedback, lost & found, enquiries &
compliments received from customers via call centre, in person, social media and email
• To facilitate of timely responses to customers via CRM, within the stipulated time (TAT)
• Ensure prioritized responses / resolutions for any queries / complaints / issues on high
priority
• To ensure service standards are adhered to in a consistent manner
• Ensuring on a daily basis for data entry to be done in CRM system for the complaints,
suggestion/feedback, lost & found, enquiries & compliments received.
• Acting as an escalation point for the complaint escalated to higher authorities
• Co-ordination with other departments for resolving customer complaints as per the
prescribed TAT (Turn Around Time)
• Preparing and analysis of weekly, monthly, quarterly and yearly reports pertaining to
complaints, suggestion/feedback, lost & found, enquiries & compliments received
• Identifying the root cause & suggesting remedial mechanism to plug the gaps.
• Manual classification of compliment and suggestion / feedback reports on a monthly
basis & yearly basis
• Conducting audit for internal departments on a quarterly basis.
• Internal newsletter designing and preparing on a monthly basis.
2. Birla Sunlife Insurance Pvt Ltd., February ’08 – April
‘11

3. Designation: Senior Executive
• Responsible to manage a team of SHNI (Super HNI) and SVV (Super Value Volume) for
Zonal operation of 5 members.
• Act as a contact point at HO for escalations from the Advisors, Sales teams & Zonal
Operations teams to register their queries and complaints related to policy issuances.
• To ensure enhanced internal customer satisfaction levels on issuances front, by ensuring
effective co-ordination & liaison with New Business, Underwriting, Vendor Management,
Polad, Compliance, IT, SSG and other departments at HO.
• To resolve day to day issues and queries of the branches so as to facilitate policy
issuance.
• Respond, communicate and reply to emails received from the internal and external
customers.
• Communicate verbally and in writing to answer inquiries and provide information with
related to pre-issuance of policies.
• Take, type and distribute minutes of the meetings to the entire team members for the
internal meeting held.
• Filing and maintenance of important documents and files.
• Organize and coordinate meetings and conferences for V.P. (Vice President) and
managers.
• To suggest remedial mechanisms to plug the gaps.
• Coach and mentor the team by identifying training needs of the team.
• To ensure service standards being met in a consistent manner in spite fluctuations in
volumes.
• Address open forums for Branch operation executives, assistant managers and managers
(PAN India) as and when required.
• To provide feedback on process gaps in issuances by analyzing trends in delayed
issuances & pain areas for ZOPs (Zonal Operations) & Sales in the issuance process end to
end.
• Provide process updates to vendors, team members and other adjacent department via
email, open forum and video conferencing call.
• Solve discrepancy in case, sales and operation staff doesn’t get the desired level of prizes
for their achievement.
• Solely responsible to make the data for rewards and recognition team for the sales staff
putting their policy for representation to achieve the desired level of competition.
• Daily MIS (PAN India) for immediate manager to be sent on the same evening.
• Monthly, quarterly, half yearly and annual MIS maintenance for the department head
and department manager.
3. First Source Solutions Pvt Ltd., October ’06 – February
‘08
Designation: Customer Service Associate
• Attending emails and telephone calls of external customers.
• Coordinating with the other departments to solve the queries.
• Responsible for preparing and providing feedback to Agents, resulting in improved
performance of individuals.
• Transaction Monitoring as per the Targets assigned.
• Communication to heighten awareness and focusing on importance of improving the overall
Quality.
• Making recommendations and driving improvement to achieve desired performance level.
• Supporting the Company's pursuit of high quality service to internal and external customers
and enhancing the overall Quality of the process.

4. • Ensuring that internal policies, procedures, and compliance regulations are being followed.
• Identifying operational / training issues and handling the same via communiqués,
conference calls.
• Identifying improvement opportunities, developing and driving appropriate actions plans.
4. Prakash Air Freight Pvt ltd., April ’04 – October
‘06
Designation: Franchisee – Customer Support Executive
• Attending emails and telephone calls of external customer.
• Coordinating with the other departments to solve the queries.
• Communication to heighten awareness and focusing on importance of improving the overall
Quality.
• Making recommendations and driving improvement to achieve desired performance level.
• Supporting the Company's pursuit of high quality service to internal and external customers
and enhancing the overall Quality of the process.
• Ensuring that internal policies, procedures, and compliance regulations are being followed.
• Identifying improvement opportunities, developing and driving appropriate actions plans.
Business & Professional Training
Pursuing MBA in Marketing Management.
Qualified First Aider
ISO 9001 : 2008 Internal Auditor
Advanced computer basics.
Typing 40 w.p.m
Education
B.Com passed in year 2003-04 with II class from Mumbai University
H.S.C passed in year 1999-00 with I class from D.T.S.S college
S.S.C passed in year 1997-98 with II class from M.V. High School.
Other Details
Drivers’ License
Full, clean Maharashtra drivers’ license
Interests
Cricket, motorcycling, cinema, maintaining a close circle of friends and enjoying family life.
References
Available upon request.
Date: Deepak Tiwari