Pranay Kasat Email & Phone Number

California, United States

Oakland, California, Us

Currently leading multiple pods of a diverse team focused on customer digital engagement, agent enablement, and reducing the cost per service.Led the ChatGPT based automations features like reply recommendations, case summarization, auto-classification, sentiment analysis and data miningLaunched omnichannel experiences to integrate IVA-Phone, Help center chatbot and SMS as new channels to meet the customers where they need us the mostArchitected the conversion of our service org to service and sales org, by building a cross-selling program to drive qualified members to relevant productsManaged a team which designed an API-heavy internal agents unified console, to eliminate digital friction and to surface relevant information at the right timeConversion to "Service and Sales" org: Built the tooling, training, resourcing and channels required to convert our cost center like customer support org into a revenue driving department. Introduced cross-selling and upselling to our engaged customers through relevant channels and product pagesBuilt Unified Agent Console: Collaborated with multiple internal tools engineering team to build the APIs, widgets, automation and i-framing solutions for a Unified Experience Management Platform. Eliminated digital friction for our agents, to reduce the juggling between multiple discrete applications to craft their actions. Contextual, intelligent, guided and automated workflows with seamless data access enabled our agents to provide quality, efficient and consistent service

Oakland, California, Us

Managed a PMO team overseeing the road mapping, alignment, and execution of projects to drive CX organization toward our OKR goalsLaunched a Unified Messaging platform: Extended our existing channels of social, emails and phone (IVA) support into a more cost-efficient Chat, GPT based chatbots support channel and a high engagement SMS channe. Launched POCs to explore the advancements in newer SMS tech like Apple / Google Business Messages

Oakland, California, Us

Led the program planning and alignment for emergency time call center operations, voice of member programs and business continuityLed offshoring initiatives, support ticket reduction projects, and strategic annual and quarterly OKRs for support organization

Oakland, California, Us

Lead Program Manager for CRM migrations, building separate instances in different countries, with different compliance needs and unique tooling plug-insLed XFN readiness programs for major verticals like Banking, Tax, and International within the support org and built career frameworks for PMO teamDeveloped "Voice of customer": Collaborated with data analytics, product operations and call center operations teams to create a VOC program, to allow a continuous feedback loop between support and product teams . Provided ownership, program management, prioritization, built new processes & taxonomy for issue tracking

San Francisco, Ca, Us

Provided CX specific leadership to define, launch, and execute various strategic and operational initiatives, and managed risk and change managementManaged the development of a home-grown support tool resulting in decreased agents onboarding time and efficient skill based agent access to all toolsTransitioned from local internal teams to round-the-clock CX support for major lines of businesses, led to increased NPS, decreased AHT, better CSAT feedbackLed prioritization efforts and business requirements with internal/external stakeholders, presented opportunities for internal tools improvementsSpearheaded the project intake process for PMO, understood and communicated best practices, drove process improvements, with a focus on simplificationDeveloped a concise weekly newsletter-style report for CX leadership

Nanterre, Ile-De-France, Fr

Worked directly with the Chief of Staff on special projects, produced dashboards and data driven presentations for CxOs and ExCos. Led strategy and planning sessions to forecast quarterly resources, budgets and timelinesImplemented a corrective action Plan for the Head of Audit, targeted at bridging the regulatory gaps that were identified by the Federal Reserve Bank. Developed and maintained a weekly project tracker to ensure deliverables are met on timeConducted PMO reviews for confidential company projects and provided a comprehensive quality assessment report.Defined key service delivery, which ensured that the quality assurance processes are metCo-ordinated and contributed to the creation of charters and process documentation, by brainstorming with the SMEs, and coordinated their external examination, executed by the FED and FINRA

New York, Ny, Us

Cross functional SME, allocating time towards being a client facing technology consultant, account Manager, and a product support analystManaged product delivery with geographically diverse teams, ensuring continued satisfaction of a global client list.Conducted business requirements analysis, authored technical documentation, performed gap analysis, and aligned workforce towards the program objectivesLed operational improvement programs by creating standard operating procedures, and converting them into training material for our agents. Improved reporting, ensuring we are tracking the right KPIs against our efforts for 12 healthcare and biotech companies - a strong focus on client retentionCollaborated with technology teams and QA team in multiple geos, ensured seamless SDLC, enforcing Agile process excellence

Arlington, Virginia, Us

Project AssociateManaged enterprise level projects worth $ 14 mil at the USPTOPrepared and presented timely status reports to clients and upper managementConsulted with client to identify key requirements and defined project scopeDeveloped a comprehensive project plan and schedule for a 30 member teamEnsured adherence to budgetary limitations and brought in supplemental service revenueTracked the process dependencies and communicated status to upper management Drove the smooth operation of the Testing and Strategic Programs Management ProcessAllocated resources and tracked costs to provide technical and management oversightAssisted the Program Manager by enforcing work policies and assigning schedulesBusiness Development AssociateNew business development to add new areas to portfolio where core capabilities may not existMarket research & analytics to identify and assess competitive threats and participate in ad-hoc analysesAssist product lines with development of business plans and product strategies to ensure alignment and capitalize on current/future market trends, often using qualitative and quantitative researchInorganic growth (acquisitions, partnerships, investments, alliances, business development, etc.) to fill portfolio gap and to support our contract capabilitiesConduct strategic M&A target assessments, and work with the integration team on transition/ migration Interacted with C-Level Executives and made them aware of company’s capabilities Initiated contact with Government agencies like DoD, USPTO, FAA and Dept of Education Participated as point of contact for outreach programs, industry days and conferences Designed and rolled out custom digital strategies for the mobile based - web based appsCreated and refined Social media policies, search engine protocols to improve acquisitionWorked as a specialist for new ventures, app and web design team and content creation

Baltimore, Md, Us

- Interpreted student performance and extracted data to develop a completely new ranking methodology, providing the tutors an easier way to focus on the underperforming students, in a visually attractive manner - Extracted and analyzed data from in-house database and created Macros, VBA codes, LaTex codes which were used to generate portable document formatted question papers for 2 different subjects- Facilitated IT support and conducted market research for computing applications products, tested and reviewed website and operational support aiding the tech department with consistent performance- Provided training tool and direction to managers educators in partnership with other teams

Started a social-media based travel app with the intention to automate travel planning, review gamification, location based recommendations, and bookings.Conducted market research and designed a location and social media based travel app names Arrive, with a unique business plan and development strategy. IdentifIed and validated the feasibility and need of the travel mobile app.Worked closely with the app coders and the design team to ensure distinction and quality is maintained throughout.Pitched to venture capitalists, business plan judges, deans and colleagues explaining the business planWon The Johns Hopkins Business Plan competition.

Kennesaw, Georgia, Us

Executed the implementation and testing of water purification project worth $1.2 MillionImproved site management and client-communication, successfully reducing delivery time by 20%Defined the standard procedures for technical activities and schedule forecasting, streamlined processes, solving for ongoing supply and delivery problemsCreated and studied CAD designs to make recommendations on water purification pipeline implementation.Led on-site initiatives to resolve and manage labor issues

Master Of Science, Engineering Management

Bachelor Of Engineering, Chemical Engineering