Prasad Jeyapragasam Email & Phone Number

Singapore

Singapore

Data Analysis | Risk Management | Machine LearningCurrent project involves machine learning concepts with an American Technology Company known for consumer electronics, software and services.

• Acquired new clients and drove revenue growth by understanding client business needs in Singapore and managed CS teams, restructuring through covid conditions and ensured all client orders are fulfilled.
• Developed corporate presentations for clients on services based on their needs, costs and forming healthy relations, communications, reporting and service delivery.

Singapore, Singapore

• Ensured trust and safety for community users on Facebook by reviewing and investigating social media infractions on websites and mobile apps against community guidelines and improved internal processes.
• Analysed and Identified gaps to eliminate websites, social media pages and applications that are not monitored against illegal business/harmful content.

• Successfully managed and delivered the digital service project across the several markets through hiring, onboarding new markets, user acceptance testing and integrated with existing omni-channel globally.
• Created seamless and quick assistance strategy that improved customer experience that reduced complexities and time taken. Designed the SOP’s, daily BAU, guided structured responses, social listening tools and.
• Analysed for potential risks among various themes daily to pick potential escalations and building reports specific to each market stakeholders for presentation, as part of discussions to improve services and retain.

Singapore, Singapore

• Led and trained the voice of the customer team to provide practical assistance for a floor of hundred of agents in delivering exceptional customer service and resolving sensitive client disputes/conflict resolution and.
• Hired/trained new staff in areas of communications, product knowledge, systems usage, and coached VOC’s, SMEs, and team leaders as part of QA. Developed playbooks for reference across the entire service supply chain to.
• Specialised and resolved highly sensitive and irate cases for appropriate resolutions and presenting as progress report among many themes to discuss improvements and mitigating potential risks identified.

Singapore, Singapore

• Handled client experience and satisfaction for SQ Krisflyer/Star Alliance requests/complaints/feedback.
• Achieved low AHT and high in customer satisfaction rate assisting high profile clients. Specialised in Krisflyer & Star Alliance based round the world bookings, focused on safety and exceptional client experience levels.
• Trained new staffs and providing refreshers to existing staffs with communications and navigational skills to achieving quality and productivity.
• Worked along internal and cross-border teams across several markets/airlines to mitigate escalations, requests, meeting client needs/demands and drafting reports for stakeholder reporting.