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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Master Of Science, Engineering Management

Bachelor Of Engineering, Chemical Engineering