Deepak Devarajan is seeking a challenging position with opportunities for growth. He has over 15 years of experience in operations and customer service roles for Tata Consultancy Services, Standard Chartered Bank, and HDFC Bank. His experience includes team leadership, client relations, quality control, and process improvement. He holds a Bachelor's degree in Bank Management.

1. Curriculum Vitae
Deepak Devarajan,
Block # B1, Flat # 101, VGN Raksha,
Church Road, Mogappair East,
Chennai – 600037.
Contact Number: 9841662443 / 9841662449 / 9841662448
Career Objective:
I am seeking a challenging position with a company that is rapidly expanding and offers good
advancement potential. I would like a position that offers security and growth while being
resourceful, innovative and flexible.
Personal Experience:
1. TATA Consultancy Services (TCS E-Serve): -
Appointed as Team Leader – Operations on 5th
January 2011.
Appointed as Assistant Manager – Operations from 1st
January 2015.
Job Responsibilities in Account Opening Team (5th
January 2011 till 31st
January 2015): -
• Engage and interact with the client to understand the requirements, issues, concerns and
provide proactive solutions to enhance client satisfaction.
• Escalate any outstanding critical issues, customer feedback, risk trigger identified are to
client or seniors for review as applicable.
• Participate in client meetings, calls and period reviews to understand disconnects and
areas for development.
• Ensure operational targets and quality parameters are achieved as per unit and process
specifications.
• Respond to queries, handle escalations and provide prompt solutions and ensure closure
of the issue.
• Provide feedback to team members regarding non compliance and quality analysis
findings.
• Ensure completion of all mandatory and compliance training programs on time for self as
well as the team.
• Initiate process change trainings and discussions as per schedule and follow up for
implementation of process change.
• Exposure towards AML while screening the entity, authorized signers and operating
signers.
• Exposure towards internal audits (RCSA - Risk Control Self-Assessment).
Job Responsibilities in FATCA Tax Utility Team (1st February 2015 till date): - Handling a
team of 28 associates.
• Exposure towards NADD (New account due diligence) and PADD (Pre-existing account
due diligence) clients.
• Ensure operational targets and quality parameters are achieved as per unit and process
specifications.
• Approve Tax Forms received from the client including W-9, W-8BEN, W-8ECI, W-8EXP,
W-8IMY and CRS.
• Build and maintain a comprehensive knowledge of all internal systems related to Tax
Onboarding and Client Onboarding.

2. • Participate in client meetings, calls and period reviews to understand disconnects and
areas for development.
• Ensure completion of all mandatory and compliance training programs on time for self
and for the team.
• Supervise and motivate staff.
• Coordinate operations.
• Communicate with clients and evaluate their needs and specifications.
• Create reports, analyze and interpret data.
• Appraise and rate all the team members.
• Exposure towards PMF (Portfolio Management Framework).
• Exposure towards internal audits (RCSA - Risk Control Self-Assessment).
2. Standard Chartered Scope International: -
Appointed as a Senior Officer, Customer Service on 13th
January 2007.
Appointed as an Elite Personaline Ambassador on 12th
December 2007.
.
Job Responsibilities:-
As an Assistant Team Leader:
• Exposure towards taking care of the team in the absence of Floor Managers.
• Exposure towards monitoring the calls flow and staffing to ensure that the service levels
are met.
• Ensure quality of services delivered.
• Execute activities to meet the service period SLAs.
• Escalate customer issues for quick resolution.
• Exposure towards calls monitoring and rating the agents accordingly.
• Maintain and monitor associate availability and leave schedules are in compliance and
business specifications.
• Ensure operational targets and quality parameters are achieved as per unit and process
specifications.
• Provide feedback to team members regarding non compliance and quality analysis
findings.
• Ensure completion of all mandatory and compliance training programs on time for self as
well as the team.
• Ensure that the team is compliant with all the infosec standards including, clean desk,
infosec awareness and data protection acts.
As an Elite Personaline Ambassador:
• Resolve customer queries and issues.
• Exposure towards ‘On Floor Training’ of new recruits on Bank’s products and help them
in handling the calls efficiently.
• Consistent top level performance in Call observes ratings.
• Exposure towards resolution of cases to avoid busting of Turn around time
• Maximum retention of inbound calling customers.
• Trained on cross products (Accounts, Credit cards, Personal loans, Auto loans and
Mortgage loans).
• Exposure towards handling High Net worth Customers.
Awards Received:-
Received ICONS award for Q2 and Q3 2008 as BUSINESS CHAMP – OUTSERVE.
Received ICONS award for Q1 2010 as QUALITY STAR – OUTSERVE

3. 3. ADFC (HDFC Bank Credit Cards Division):- Appointed as Junior Officer Grade 1, Customer
Service from 27h September 2004. Promoted to Officer Grade II Customer Service from 1st
August 2006 till 5th
January 2007.
Job Responsibilities:-
• Exposure towards cross selling and processing of bank products like Cash on call (Credit
card based loans) and Balance Transfer.
• Exposure towards taking daily MIS reports in connection with staffing of Team members.
• Exposure towards resolution of cases for 5 Regional Call Centers to avoid bursting of
turn around time.
• Exposure towards taking care of the team in the absence of Floor Managers.
• Consistent top level performance in “Call Observes” ratings.
• Efforts taken towards maximum retention of Inbound calling customers.
• Monitoring the calls of new recruits and help them get trained about the Bank’s products
and handling the calls efficiently.
Educational Qualification:-
BBM-Bachelor of Bank Management from Madras University (D.G.Vainshnav College).
Personal Profile:-
Name : Deepak Devarajan
Father’s Name : A.S.Devarajan
(Retd. SCB Staff Officer)
Personal Banking-Chennai.
Date of Birth : 29th
August 1979
Sex : Male
Marital Status : Married
Nationality : Indian
E-mail ID : deepak_1979_dev@yahoo.in
Languages Known : English & Tamil
Personal Skills:-
Excellent verbal and written communication skills, steady and serious person who likes to work
and fit easily into a new team. I tend to be clean and careful in my work and quick to pick up new
instructions.
Extra Curricular Activities:-
Participated in several cultural activities held in college and in school.
I hereby, declare that the above mentioned details are true to the best of my knowledge and
belief.
Date :
Place : Chennai
(Deepak Devarajan)