Pradeep R Email & Phone Number

Karnataka, India

Bengaluru, Karnataka, India

India

Managing a team of Service Delivery Managers and working diligently to increase client satisfaction.Recognizing potential opportunities for continued client satisfaction and taking action to develop those opportunities.Drive contract renewal effort along with the SDM. Manage and drive overall operations and be responsible for the effective and successful management of resource, productivity, customer support (Call, Email, Ticketing Support) Quality Control, RPA.Ensure safe, efficient, and smooth operations.Enhance and improve the operational procedures systems services business processes, management reporting.Identify the opportunities and improve customer experience/satisfaction and process expansion via automation.Carry out supervisory responsibilities in accordance with company's policies and goalsPerformance Management and People development.Process Re-engineering, SLA and Metrics Improvement.Managing transitions and migrations.

Bengaluru Area, India

As the Service Excellence Team Lead, I am accountable for performance, productivity of the team and line of business against the Client deliverable. As the first point of contact between Tangoe & the customer I work closely with all teams to resolve escalations & any issues that may arise. Other responsibilities include:Manage all customer situations including high profile escalations producing management updates, driving through to resolution and providing clear feedback.Monitor & track SL's are being met (or exceeding) to maximize Customer Satisfaction.Proactively work on Service Improvement Plans to develop internal processes to improve Customer Satisfaction Levels and business efficiency.Currently managing a team of 8 members.Achieve key deliverable for the team.Review of agents’ performance.Identify scope of improvement agent-wise, process-wise and immediately action on the same.Ensure daily, weekly, and monthly statistics and status reports are completed and continually modified to meet the needs of the management.Recruitment of candidates.Training for the existing and new team members.

Responsible for Primary research involving Invoice management, Inventory Management, Catalog management and Procurement set upEffectively led and Managed over 50 Implementation projects from kick-off through go live, ensuring quality throughout the processMonitoring Documentation process for generating Software Specifications (SRS), Turn Over Documents (TOD)Responsible for Benchmarking of the Tariff plans by performing market AnalysisResearching exceptions, anomalies, and past due balances on invoicesSuccessfully handling multiple Vendors and extensively involved in Negotiation of contracts with multiple telecom players considering the RFQ/Offer analysis to provide the best rates to the client based on the current Market trendsAssisting in maintaining a telecom inventory database and reconcile telecom inventory to invoices.

India

Worked directly with customer in providing optimized solution and solving issues.Helped the internal team as subject matter expert, handled escalation calls.Audit recorded calls and upload the feed back on company provided application. Prepare Observation report and send it to respective team leaders and managers, for calls which need improvement. Conduct team meetings and Quality sessions with the agents and supervisors. Organize Client calibrations and setting up standards to avoid variations.Organize internal calibration with the team leaders and Peer to Peer Calibration within the Quality Team. Prepare reports like: Login Hour report, Quality Scores Report, Voice of customer report, Target Vs Achievement Report, Weekly assessment report using excel.

Answer telephone inquiries from customers and partners regarding the status of units (NAV) and other service issues related to insurance.Help customer’s invest at the right time by providing market strategies. Update and send Documents to customer, which would help them in filing tax and maintain records of their investment.Forward customer’s Feed back to Clients for better customer service and process improvement.