Christopher Prakash Email & Phone Number

Bengaluru, Karnataka, India

 Was responsible for managing India Sales (North, West and South) Worked with 6 Sales Teams (Managers) from these regions which included a total of around 48 Reps who were in the role of Account Director 2 and above. Be an expert advisor to Field Sales team on the creation & execution of all deals, particularly high value and complex deals. Proactively identify any roadblocks to upcoming deals/renewals to ensure the field sales team is successful and clients are satisfied. Regularly present Deal Desk account strategy to Sales leaders and reps, including monitoring upcoming deliverables and timelines to support renewal management. Proactively manage, develop, and sustain effective working relationships with sales leaders and senior stakeholders. Enable the team to deliver the best possible service to our internal and external customers - across multiple markets and/or verticals, driving end to end resolution. Consistently meet your Objectives & Key Results (OKRs) and continuously find ways to drive efficiencies within our business. Create partnership with Sales and other cross-functional teams including Legal, Credit, Revenue to deliver an effective and efficient service to clients while maintaining a top-quality customer experience. Train, mentor, and educate other members of the Deal Desk team. Especially vendor teams. Consistently inform your manager and key stakeholders on your book of business, identifying risks, forecasting impact, client wins, etc. To be a role model for change, learning and development and continually act with a growth mindset. Document and share operational best practices, particularly with complex, nuanced situations. Cultivate and maintain relationships with key cross-functional partners/back-office teams, familiarizing yourself with their processes and policies, serving as a POC for Deal Desk team for questions or concerns, minimizing need for escalation.

Bangalore Urban, Karnataka, India

 Was responsible for managing Account Managers from India. Worked for 4 Account Managers with around 280 clients/accounts. Record orders in Admin database system, permission services, send welcome email to customer’s/ users, notify technical installation and removal of hardware lines, produce invoice and collect money. Liaise with Sales Order specialists, Account Managers, Client Trainers, Technical Staff, Credit Controllers and Data Compliance team. Manage the order process for select products, this includes entering orders into specialist permissioning or electronic fulfilment systems and working with internal customers to ensure the order is fulfilled according to agreed turnaround times and with accuracy. Manage the sales order process through to billing, adhering to agreed turn-around times and processes working with the account team, customer and internal group’s support to ensure satisfactory completion of orders. Working closely with the assigned Account managers end to end process in creating the Quote up to placing the order. Escalate all delays to internal groups including to the senior members of the organization as appropriate. Accountable for meeting and maintaining defined standards for quality and productivity. Manage the review of pendings, various reconciliations and trial order reports to ensure timely release and removal of services. Responsible for managing customer orders and invoicing clients in a timely accurate manner.  Handling escalations and client calls. Accepting accountability for my own performance as well as my team. Manage internal customer queries and communication in a professional and service-oriented manner. Be a team player, attend team meetings and ensure that internal and external customer requirements are met. Responsible for online maintenance, lapsing of subscriptions and access-related issues.

Bengaluru Area, India

 Create Volume Report on Month on Month basics to analysis: Team Members Performance and Overall Performance by Team. Escalating all delays to internal groups like TAM – Technical Account Manager as appropriate if needed. Handling escalations through calls and through emails with effective communication. Also, Drafting Route causes Analysis on behalf of Team Leader. Deliver process training to new employees and mentor until requests are handled proficiently. Cross trained individuals in Manila and OFS Bangalore Team on Eikon, TRKD API and 3rd Party via TRKD API products. Allocating work to the team members on daily Basics. Leading, mentoring & monitoring the performance of team members to ensure efficiency in Operations and meeting of individuals & group targets. Build relationships with key customers (internally and externally) globally and regionally on all aspects process changes and innovation Demonstrate positive behavior, winning attitude, speed and agility while dealing with clients, operations and people on a daily basis. To be the alternate point of contact for any process related queries & concerns - act as a Backup for the Manager in their absence To investigate/ identify client reported issue and liaise with development /technical team to automate order process, which limits human intervention, meet accuracy, timeline and better customer service. Create and maintain product document, also if any issue with the process to streamline the process by scheduling the call with Regional Head/Process Implementation Team and Product Manager. Manage Team of 10 members 6 in Bangalore and 4 in Manila in the absence of lead.OPERATIONAL EXCELLENCE Mentoring/Coaching, provide guidance and support to the team Published knowledge management article (FAQs) to internal/External client which benefits in Improved customer experience. Facilitate identification of barriers to goals and counter measures through appropriate collaboration.

Bengaluru Area, India

 Joined as Order Fulfillment Specialist-1 and progressed to Order Fulfillment Specialist-4 within Customer Admin department OFS team receive Siebel orders raised from order management team, we analyze the orders and grant permissions to the products supported by finance business of TR. Team manages requests received for both external and internal clients. Manage the order process for all xR (Reuters) products through to including entitlement; adhering to agreed turn- around times and processes; working with the Order Management Team/Sales Team and customer to ensure satisfactory completion of orders in Siebel 7(CRM); Permissioning System. Identify gaps in the Order raised by OMS and collaborate with them to get all required information for entitle the service in permissioning system. Facilitates and actively add in sales for satisfying customer’s requirements by providing quality and timely support to end customer. From Permisisoning the service till Login Credentials (Access Details) is sent to Customer. Facilitate problem solving on price and product issues for better responsiveness to clients and key stakeholders. Maintain Broker and Third-Party information and release to other clients for brokage once the approval is placed. Single point of contact to Work on Reuters Knowledge Product from APAC team for almost a year. Had played an active part in migration of the Thomson Reuters products. (Eikon, Genesis BEEs GRC (SAP) Products) In year 2013 was cross trained on Inhouse XT process due to high volumes in XT also was the individual to score highest in the Assessment. Closely working with senior leadership Team to help support the delivery of their strategic like Customer Service Model. Ensured zero service cut-off issues. Efficiency above target with 100 % quality. Ensure Business meets and exceeds Client expectations. Operationalize a culture of customer first. Articulate and shape a customer focused vision

Bengaluru, Karnataka, India

 Involved in maintaining large corporate accounts  To ensure that all orders of the customer are placed and worked within the SLA As I was a fast learner I was trained on online accounts as well and used to pitch into online and offline processes regularly depending on the requirement of the team. At an A4 level I had been assigned many complex accounts (assigned accounts) and was the back up for most of the accounts. Accounts handled by me usually had multiple shipping addresses on them & had special shipping instructions for them. Had topped in team stacks for the first half of the year (JAN to JUNE 2009). Generating Daily Report of all the team members for productivity analysis and maintaining multiple reports like MD hold, fixed report, fax completion report on hourly basis, OT report and downtime report. Analyzing the updates on the process provided by the business partners and implementing it into the team Responsible for Documentation of the process updates and providing training to the team Doing quality check on orders created by the team to contribute towards team’s accuracy Have been doing Root cause analysis for the Errors made by team members thereby providing refresher basis the analysis Didn’t get even a single error for a year (June 2008 – June 2009) and was rewarded quality powerhouse of the team for last quarter. Taking extra responsibility in clearing a greater number of volumes raised in the team and distributing among the teammates and provide helping hand during weekends to clear the volume during the quarter ends. I was one of the few people in the team who used to work on all the workgroups in spite of their various updates and complexities, had access to all company numbers. Was the Lead – Part of the pilot batch for ACG workgroup which was complex account and required an expert to handle and handled a team of 3 in this transition.

Bachelor Of Science - Bs, Mathematics And Computer Science, 61 %

Pre-University Course, Pcmc - Physics, Chemistry, Mathematics And Computer Science, 67 %

1St Std To 10Th Std, Mathematics And Computer Science, 70 % In 10Th Std

Activities and Societies: Sports (Cricket, Basket Ball & Athletics) and Cultural Activities (Singing, Dance and Drama)