Prashanth Bt Email & Phone Number

Bengaluru, Karnataka, India

Team Lead - IBM Employee Commute ServicesAs a Team Lead for IBM's Employee Commute Services, I oversee the management and coordination of employee transportation solutions. My role involves addressing and resolving complaints from employees, drivers, and escort guards, ensuring a safe and efficient commute experience for all. I focus on enhancing safety protocols, optimizing transportation logistics, and fostering a supportive environment to address employee concerns promptly. My leadership drives continuous improvement in service quality and employee satisfaction.

India

Team Lead | Customer Experience Champion | Expert in Escalation ManagementAs a dedicated Team Lead with extensive experience in managing customer escalations across various channels—including nodal, grievance, social media, consumer forums, and safety issues—I have consistently driven improvements in service quality and customer satisfaction (CSAT) metrics. My background also includes addressing sales and service complaints in the electric vehicle sector, where I successfully enhanced customer experiences and fostered customer delight.I am passionate about coaching and developing associates to unlock their full potential in delivering exceptional customer service. By utilizing proactive mentorship and motivational strategies, I have successfully elevated associate performance and morale.Key Responsibilities and Achievements:*Actively managed multiple incoming call queues, ensuring optimal service levels and timely responses.*Resolved escalated customer service issues with expertise and empathy, turning potential challenges into opportunities for enhancement.*Enhanced team performance through daily mentoring, one-on-one discussions, and continuous feedback on service quality.*Developed and implemented annual Team Performance Development Plans to align individual associates' goals with overall team objectives.I am committed to creating a culture of excellence, where both customers and associates feel valued and supported.

Bengaluru, Karnataka, India

Drive performance of staff by creating incentives and a positive work atmosphere.Track attendance daily and maintain an acceptable adherence rate.Responsible for monitoring and scoring calls to enhance coaching sessions and help develop team.Coached to success including using the corrective action process when appropriate.Provide daily feedback to team on key performance indicators including quality, attendance, and average handle time of fielded calls.Administrating recognition and rewards programs in order to motivate and build team morale.Providing process knowledge and resolving escalated customer issues.Communicating with direct reports in regards to new policies, procedures and client changes in a timely manner.

Bengaluru, Karnataka, India

Assistant Team Leader with a proven track record in the bus booking industry, particularly with Redbus and Goibibo. Skilled in managing high-performing teams focused on customer satisfaction, I excel at addressing daily complaints and inquiries while fostering a positive work environment. My commitment to maintaining operational excellence has consistently contributed to achieving and exceeding sales targets.Key Achievements:* Led a dedicated support team, handling daily customer inquiries and resolving complaints with a focus on enhancing the customer experience.* Implemented process improvements that increased response efficiency by 95%, leading to higher customer satisfaction ratings.* Achieved weekly and monthly sales targets through proactive team engagement and effective performance monitoring.Developed training materials and conducted workshops to enhance team members’ product knowledge and customer service skills.I am passionate about driving team success and delivering exceptional results in fast-paced environments.