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)