Prasath Kumar - Copc®️ Certified Email & Phone Number

Dubai, Ae

Dubai, Dubai, Ae

At the forefront of contact centre operations, I commit to ensuring that not only meet but exceed our sales targets consistently. In addition to driving sales, I play a pivotal role in devising and implementing strategies to effectively resolve customer complaints and escalate issues as needed. Moreover, I lead routine audits to assess and elevate the quality of customer service provision, ensuring excellence at every interaction. Key Accomplishments:►Revamped call centre at Dubai Parks and Resorts from service-centric entity to revenue centre.►Observed competitor movements and promptly informed senior management.►Contributed to successful employment of CRM to enhance efficiency and customer satisfaction.►Transformed and refined scripts and operational procedures for optimal contact centre management.►Planned, forecasted, executed, and adjusted dynamic operational blueprint for staffing levels and shift rotations for top-tier customer service delivery within cost-efficient parameters.►Guaranteed provision of timely and accurate management reports while furnishing pertinent data for monitoring Contact Centre and Customer Service Centre's progress, facilitating corrective measures.►Applied both formal and informal feedback mechanisms to set individual goals, monitor performance, identify training requisites, and inspire staff, fostering peak performance at both individual and departmental levels.

Dubai, United Arab Emirates, Ae

Setting a benchmark for excellence in quality, productivity, and customer service has been at the core of my role. I've consistently identified areas with potential for continuous enhancement within contact centre scheduling, fostering a culture of improvement. Through meticulous analysis, I've developed, reviewed, and enhanced schedules for each queue, ensuring alignment with service level objectives and optimising operational efficiency.Key Accomplishments:►Engaged in presales endeavours to ascertain requisite capacities and delivery lead times for potential offers.►Utilised appropriate tools, reports, and data analysis techniques to monitor and evaluate operations effectively.►Scrutinised call centre trends encompassing call volumes, patterns, staff productivity, and attrition rates.►Enhanced centre performance through rigorous performance management and meticulous quality audits.

Dubai, United Arab Emirates, Ae

At the helm of manpower deployment, I've executed strategic plans to optimise resource utilisation and achieve maximum answered percentage. Through the use of real-time monitoring techniques, I've been able to promptly identify and address operational needs and challenges, ensuring smooth and efficient functioning of our operations.Key Accomplishments:►Created daily dashboards for internal stakeholders and clients while enabling thorough analysis as needed, alongside daily adherence report.►Led high volume of both inbound and outbound customer calls for efficient management and resolution.

Dubai , Ae

I took pride in promptly addressing customer inquiries via phone, email, or chat, ensuring they receive accurate information, troubleshooting assistance, and resolution to their issues. My goal was to provide every customer with a positive experience by going above and beyond to meet their needs.Key Accomplishments:►Sustained records of customer interactions, transactions, inquiries, and complaints in CRM system for accurate documentation and follow-up on unresolved issues.►Co-ordinated with internal teams such as sales, technical support, and operations to address customer needs.

Gurgaon, Haryana, In