Yogesh Deokar

Enthusiastic and analytical professional with experience in incident management, customer support, service delivery, and escalations handling. Proven expertise in escalation investigation, service restoration, and process optimization with strong focus on customer satisfaction and SLA compliance. Skilled in customer issue resolution, stakeholder coordination, complaint management, and operational reporting.

Adept at handling customer interactions through chat, email, and voice support while maintaining high service standards.

Senior Analyst (SOC Team) - Tech Mahindra - Pune, Maharashtra

(2023-03 - 2025-08)

• Investigated unresolved and escalated complaints to ensure fair and evidence-based resolutions aligned with company policies.
• Assigned dedicated escalation handlers and acted as a single point of contact for customers by providing timely updates and resolution progress.
• Coordinated with stakeholders and internal teams for issue investigation and corrective actions.
• Managed service-related complaints while ensuring customer expectations and SLA targets were met.
• Led service restoration efforts for critical incidents and improved incident response efficiency.
• Delivered accurate Excel-based reports for management reviews, trend analysis, and operational tracking.

Collection Team Leader / Collection Associate - Sai Enterprises - Pune, Maharashtra

(2017-01 - 2023-02)

• Worked as Collection Associate handling customer follow-ups, escalations, payment recovery, and account resolution.
• Promoted to Collection Team Leader and managed team performance, productivity tracking, and compliance monitoring.
• Improved operational efficiency through performance monitoring and process optimization.

Master of Commerce - M.Com - Indira College, Pune University (2023)

P.G. Diploma - Indira College, Pune University (2021)

Bachelor of Commerce - B.Com - Indira College, Pune University (2020)