Prasoon_CV.DOC
- 1. Prasoon PatraPrasoon Patra E Mail: prasoon_patra@rediffmail.com; prasoon.patra@gmail.com Contact: +9811695400 Assignments in Operations/Customer Service/ Sales/ Transition/ Dialer & Lead (Data Base) Management/ Quality / MBA/ Six Sigma Green Belt/ PMP in progress. Career Objectives To join a company that offers me a stable and positive atmosphere and inspires me to enhance and therefore to innovate the work culture for the betterment of all parties concerned. Organisational Experience: 14 + Years Approx Since 5th April’2012 till date AVP operations. Key Responsibilities: Managing multiple sites: India & UAE B2B & B2C Solutioning and Campaigning: Setup a SingPost group cross-business solutioning and campaigning program. Creating and positioning new industry solutions and sales campaigns for the sales and business development teams to execute. Lead and oversee across the group all go-to-market activities across Post Group, subsidiaries and business units; including working in collaboration with business units, marketing and pricing teams to ensure that Sing Post’s products and solutions are market ready and effectively sold. Acquisition Analytics and Business Intelligence As part of the Sales Strategy & Operations team, use Data to inform sales, business and product decisions across the company. Build and manage, with the support of an analytics manager a sales analytics BI and BA infrastructure, framework and manage ongoing reporting for multi-level stakeholders across Post Group. Use knowledge of predictive analytics, statistics and modeling techniques to develop and improve sophistication of BI. Sales Tactics and Activity Coordination Setup and manage a sales tactics and coordination unit to ensure that all sales team are trained, solution & campaign activated and jointly coordinated cross Regional markets to accelerate revenue push; post solution / campaign creation, you will lead campaign & program tracking & measurement across Key Account Management teams, Regional Sales & Tele-Sales teams. Driving inbound/outbound marketing programs, with a close eye to SingPost’s positioning. Discovering new sources of customers and revenue channels, and building out processes to profile and identify key customer. Building and streamlining lead nurturing programs to accelerate lead conversion. Optimize the lead quality for sales and ensure successful follow through of qualified leads. Sales Refinement Review current sales operations to drive SingPost sales teams to optimal activity state. This includes continuous development of recommendations and initiatives to optimise sales activity across the group. Specifically, there are a few key initiatives. Development of standard presentations, messaging, offline/ online collateral and sales contracts across the group Request for quotes process & engagement rules across the group. Development of account management process and activities into a multi-tiered environment. Data gathering program across multiple touch points & lead generation program across the group
- 2. Customer & Client Management Achieving customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer- service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change. Goal-driven performer in client handling & servicing by executing organizational assessment and capacity-building plans to achieve improved performance benchmarks while collaborating with cross-functional staff teams, senior managers, managers, board members, representatives, and consultants. Client-focused relationship manager, dedicated to exceeding client expectations, maintaining strong, fruitful working relationships with customers to gain their trust and respect, offering these core strengths Create and support client retention strategies for existing customer base and for new customers. Strengthen working relationships with clients, utilizing excellent communication techniques. Quality Management Drive continuous improvement for Quality and Delivery Ensure that Process and product is delivered effectively within the stipulated timelines while maintaining desired target. Manage Quality / Training & Client related KPI's Evaluate trainer effectiveness and take corrective actions. Strengthen Quality management processes / framework to improve quality delivery Accurately capture SLA metrics, the reporting needs of each of the client and set up / customize processes to seamlessly meet client's expectation Drive Process control & Compliance in addition to managing Audit requirements Develop & implement a training calendar based on a robust training need analysis Facilitate Quality and Compliance team to perform various audits and follow ups based on observations highlighted Since 21st March 2011 – 3rd April’2012 with John Keells BPO as Manager Operations Key Responsibilities: Lead the entire outbound vertical for a Telecom project consisting three separate LOB’s. Lead a team of 150 reps with 1 Deputy Manager, 7 AM’s, 2 SME’s & 4 QA’s. Successfully achieved ISO 27001 certification as a SPOC for the process. Designing, planning & implementing business plan. Transitioned VDI (Virtual Desktop Interface) for the assigned LOB’s. Accountable for offsite transition of the sub LOB’s Initiated process improvements in account management and account Ramp Ups. Started with a strength of 17, lead to a capacity of 150. Effectively managing the operations team. Accountable for the commercial viability of the processes managed. Responsible for setting the KRA’s and KPI’s for team reporting and ensuring that the outcome matches the performance goals. Organise regular monthly review sessions (1-on 1), Quarterly Appraisals (QES), 3 & 6 monthly appraisals (confirmation) and Annual Appraisals (EMS). Single point of contact for escalations on IT related issues to achieve maximum uptime. SPOC for all Client Communication and Client Escalation. Analysing and handling all Client & Customer complaints, addressing the issues and ensuring these are tracked as per set processes. Handling of all employee escalations and personal issues to ensure smooth running of business. Responsible for Quality of Delivery and process monitoring which includes process planning and process quality adherence, designing SOP’s coordinating between quality and operations, and finally ensuring timely quality audits being conducted and set processes followed. Responsible for offsite transitioning of the accounts currently handled which would include designing the CRM, designing the process flow, designing and implementing the hiring & training plan, defining process matrix. Trainings Attended: ISO 27001 Implementation Awards: Awarded outstanding support for ISO 270001 certification – 2012 for John Keells
- 3. Since 6th June’08 – till 2nd March’10 with vCustomer as Manager Operations Key Responsibilities: Handled and lead the entire outbound vertical which included BFSI and globally renowned web based projects. Handled one of the top online backup technical programs indulging e-mail, chat and voice. Lead a team of 175 reps with 2 GL’s, 10 team leads, 2 QA’s, 1 Trainer, & 1 MIS. Worked in the Business Development team Instrumental in bringing key accounts to the closure Brought about process improvements in account management and account Ramp Ups. Effectively managing the operations team. Accountable for the commercial viability of the processes managed. Responsible for setting the KRA’s and KPI’s for team reporting and ensuring that the outcome matches the performance goals. Organise regular monthly review sessions (1-on 1), Quarterly Appraisals (QES), 3 & 6 monthly appraisals (confirmation) and Annual Appraisals (EMS). Single point of contact for escalations on IT related issues to achieve maximum uptime. SPOC for all Client Communication and Client Escalation. Analysing and handling all Client & Customer complaints, addressing the issues and ensuring these are tracked as per set processes. Work in close coordination with the finance team and senior leadership for designing and implementation of the payroll mechanism for the entire vertical. Responsible for Quality of Delivery and process monitoring which includes process planning and process quality adherence, designing SOP’s coordination between quality and operations, and finally ensuring timely quality audits being conducted and set processes followed. Responsible for offsite transitioning of the accounts currently handled which would include designing the CRM, designing the process flow, designing and implementing the hiring & training plan, defining process matrix Designed the process manual in close coordination with the client, also designed and implemented the CTQ’s, defect trackers, call monitoring form and evaluation form Since October’07 – June 2008 with HSBC HDPI as an Assistant Manager Key Responsibilities: Managing effective delivery of Customer Service in a Credit Card Division of the captive Unit. Initiated rigorous and Customer Centric Quality Programs and brought about increased quality awareness in the team. Recognised, rewarded and set high internal service excellence benchmarks to ensure customer delight so as to obtain CSAT scores are as per the standard. Established standard set of processed to be followed in order to identify and provide timely query resolution. Was a single point of contact for process specific escalations. Regular liaison with the US team and line managers, ensuring a smooth flow of operations. Reporting on productivity progress on a regular and timely basis. Responsible for staff appraisals, training and overall staff development. Since February 2005 – July 2007 with Baxy Infosol as an Assistant Manager Key Responsibilities: Developing long term & short term strategic business goals ,creating appropriate services for customers, providing functional support to team leaders , and assuming responsibilities of the higher management in their absence. Handled a team size of 15 team leaders, 6 SME’s and 200 agents with expertise in Inbound, Outbound process related to credit cards,Mortgage,CPS, Mobile, Travel and Health Insurance. Migrated and handled Canadian Outbound and US Outbound fund raising process. Responsible for site migration of the processes, designed and prepared the process manual & client desired reports in close coordination with the client. Responsible for designing and implementing the CTQ’s,Defect trackers, call monitoring form and evaluation form. Responsible for SOP (Standard Operating Procedure), Regular updates and clients updates and follow up during new feature of service launch. Hiring, managing, developing and evaluating the production staff to ensure proper methods/techniques are used to achieve the highest levels of quality and service to meet client goals. Reviewing statistical data regarding productivity levels and performance, making recommendations and taking actions. Presenting weekly performance Presentations on particular processes monthly and weekly in performance review meetings to the Vice President.
- 4. Responsible for planning, administration and designing of business strategies to achieve budgeted revenue and contribution targets. Identifying the training needs within the group and organising the desired skill set training also involved in the process of getting new hires on board. Responsible for Staffing and Workforce Management for the process. Involved in HR Activities recruitment, training and selection. Handled employee issues and was responsible for maintaining harmonious employee relations on the floor Brought in process improvements which benefited the entire organisation as a whole. Setting Targets for each agent and actively involved in one on one session with each agent for personal and professional growth. Trainings Attended: Continuous Improvement 1-Day Training Module Effective Coaching and Feedback Interview Skills LPRS(Language Proficiency & Rate of Speech) Situational Leadership Since April’04 – January 2005 with Pinnacle BPO (One World Group Taken Over by Baxy Infosol) as a Assistant Manager Key Responsibilities: Responsible for the entire Process Delivery from the organisation standpoint Responsible for the quality of delivery ,process monitoring and reporting Incorporating best practices, bring about process improvements in team management and process ramp-ups. Handled three processes, Countrywide (US Mortgage HOT TRANSFERS),Perfumes(US 24 X7 Inbound campaign Perfumes (Canadian Outbound Campaigns). In all a team of 4 TL’s and 50 agents .Also handled –UK Mortgage ,One Bill (B2B Land Line),Government Grants ,Perfumes (US Outbound Campaign). Data and lead analysis daily, weekly and monthly. Training mentoring and coaching respective Team Leaders. Worked with HR to build new career paths for Potential and Vintage Team Members to avoid /reduce attrition. Identified the training and development needs of the employees, preparing annual training calendar, conducting training programs with Internal and external trainers. Since May’01 – February 2004 with Hero ITES as a Team Leader Key Responsibilities: Handled Inbound and Outbound processes, specialising in Credit Cards, Travel, Mortgage (Hot Transfer), CPS (Landline Services, and Mobile Phones etc. Directly accountable for teams on two processes (A strength of 38 CSR’s and two team Process Trainers). Presenting effective presentations on particular processes for monthly meetings. Training, coaching and motivating CSR’s. Monitoring (Barging, Y- Jacking) the CSR calls and giving them timely feedback. Planning the structure of the Incentive plans. Providing updates and requisite reports to the Senior Management on a daily basis. Responsible for relation management with Key clients. Trainings Attended: Team Leading Essentials. PTS (Professional Tele Selling Skills) Module. PSC (Professional Sales Coach) Module. Sales Training. Communication & Interpersonal Skills. Working in Teams Advanced Presentation Skills. Advanced Communication Skills. Diversity. E-Mail Writing Skills. Telephone Workshop. DSE(Developing Self Excellence). Customer Care Training.
- 5. VANC (Voice and Accent Training UK & US). January’ 01 – May’01 with India Info.com as an Information Retrieval Officer Key Responsibilities: To attend inbound calls and give information to the customer and to solve their queries. May’ 99- Dec 2000 M/S Climax Publications as an Assistant Manager Key Responsibilities: Strategize to achieve the sales and target and help other teams to achieve their targets. Preparing all reports and submitting them to the directors of the organisation. Preparing a plan, conducting analysis as per the team performance and ensuring timely execution. Major Achievements Awarded extra miler certificates by Baxy Infosol for continuously three years. Recognised as an outstanding performer for a period of three consecutively at Baxy Infosol. Successfully migrated a Canadian Project single handedly that started with an employee base of 15 agents and grew and stabilised to 200 agents and 15 team leaders reporting to me. Having joined HERO ITES as a CCE achieved success at quick intervals and was promoted to a process trainer within a span of 6 months and further went on to become a team leader. Represented Kirori Mal College in various Inter college cricket tournaments, represented for Malviya cricket club at Bangkok and was awarded the best bowler also was selected as a probable for Delhi State Cricket under 19 team. Education Graduated in 1999 in Commerce (B.Com, Pass) from Kirori Mal College, Delhi University Passed XII from Raisina Senior Secondary School, Mandir Marg New Delhi obtaining 1st division in accounts and fine arts. Passed X from Delhi Public School, Noida. Successfully completed MDP program (Management Development Program) from IIM Calcutta (EPGBM – Executive Program In Global Business Management). Six Sigma Green Belt PMP (In progress) Professional Qualification Certified as Professional Sales Coach by Achieve Global. Certified on Professional Tele Selling Skills. Successfully completed foundation course in computers from TATA INFOTECH, which included MS OFFICE, UNIX,C Language, Operating Systems, Software Engineering and Quality Management,HTML,Multimedia OOPS, Front Page and JAVA. Personal Dossier Address (Permanent): E-17/2, Krishna Nagar New Delhi-110051 Address (Current) : A-513, Sector-46, Noida, U.P.-201301 Date of Birth : 18th Dec 1978. Mobile No : 91-9811695400 Email : prasoon.patra@gmail.com; prasoon_patra@rediffmail.com