Pramod Kumar Email & Phone Number

Trivandrum, Kerala, India

Project manager with experience in location strategy and new geographic location setup.

Trivandrum

Companies outsource to us if they want to:Reduce Operational CostsImprove Quality & efficiency of service DeliveryInfuse new methodologies in their businesses,Our Core skills include:- Customer Relationship Management (CRM) - Business Turnaround - Business Strategy - Business Planning - Start-ups Strategic Leadership - Customer Relations - Customer Retention - Customer Acquisition - Customer Engagement - Process Engineering - Process Management - Business Process Improvement - Process Optimization - Root Cause Analysis - Business Analysis - New Business Development - Business development- Disaster Management and Recovery

Singapore

BPA Solutions is a global leading provider of SharePoint Applications & Business Apps that are ready-for-use and 100% customizable. BPA xRM Applications Such asBPA CRMBPA ProjectBPA QualityBPA RiskBPA RecruitingBPA xRM is a unique Solution Platform allowing any organization to track any information and process and any type of internal or external relationships.I drive sales and marketing in the ASIA and ME regions, some of my responsibilities includes:• Qualification, distribution and monitoring / management of all incoming sales leads.• Prospecting, qualification, distribution and monitoring /management of outgoing sales leads (network and internal).• Receive, coordinate then reply, monitor / manage incoming network rate requests, acting as single entry / exit point.• Support Sales to request / gain competitive rates from network and providers• End to end RFP / Tender / proposal management• Create sales presentations• Create marketing material such as brochures, data sheets, white papers and case studies• Client contact / information distribution via CRM / Campaign

India

Fonopedia is a socio mobile, crowd sourcing ecosystem which connects both service providers with end consumers. Fonopedia provides a Social CRM for Service providers to lockin customers and attract new prospects

Trivandrum, India

• Customer Relationship Management(CRM)• Resource Allocation • SLA Adherence• Monthly SLA reporting to customer both internal and external• Building processes for maintenance and updates along with seamless transitioning of the process to the team• Ensuring proper issue handovers, and to ensure timelines are met based on agreed service levels• Maintenance and management of tools and technology for helpdesk• Creation of proper communication channels (Escalation Matrix/Notification address list etc.)• Monthly status reporting to the leadership to monitor actual KPIs against the targets and to do gap analysis and root cause analysis• Building individual and team improvement plans• Preparation of business continuity plans incase of downtimes• Quality Management• Business Development• Project Transitioning• Business Continuity Planning• Disaster Recovery• Root cause analysis

Hyderabad Area, India

• Direct call centre operations as a liaison between clients, supervisors, and call centre employees.• Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans.• Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives.• Conduct group training sessions on latest product updates and services. • Develop techniques for each customer service representative to drive revenue growth.• Coordinate training technical support representatives. • Monitor interaction between staff and callers to ensure quality assurance standards.• Review call centre statistics to measure staff performance and the need for improvement.• Customer Relationship Management( CRM)

Team Leader

Motivation and Supertvision of the teamDeveloped a system and call scripts to facilitate the efficient management of call volumeProvide customer service excellence and technical support on windows based systems.Conducted hundreds of interviews with responsibility for the placement of over 100 employees.Ensured strict adherence to company policies and procedural guidelines. Monitor interaction between staff and callers to ensure quality assurance standards Conduct group training sessions on latest product updates and services. Coordinate training technical support representatives. Review call centre statistics to measure staff performance and the need for improvement.Customer Relationship Management( CRM)