Prashant Chaturvedi Email and Phone Number

Skilled in Sales & Customer Experience & Operational Excellencewith over 20+ years of experience. Talented at Sales and Service (including improving Net Promoter Score (NPS), customer satisfaction (CSAT) & process performance) through innovative integrated solutions

I am responsible for Customer Care function for one of the telecom giant for Mobile Secure product. This includes Complaint & Query management, Customer Care & Service Delivery interface with channels & back end operations. - We plan, manages and controls the activities of the Secure product effectively so it can positively impact the business.- Advises business by providing data-based strategic direction to identify and address business issues and opportunities Responsible for planning and managing programs to meet service delivery, quality and cost goals. Acting as project team leader, reviews user, technical and logistical requirements.- Ensures clear communication and timely resolution of issues.- Strong customer service and teamwork skills. Professional demeanor to maintain and enhance relationships.- Develops and establishes operational strategy and policies within broad area of responsibility- Works on abstract problems across functional areas of the business. Identifies and evaluates fundamental problems for major functional areas through assessment of intangible variables.- Makes final decision(s) on administrative or operational matters and ensures operations’ effective achievement of objectives. Ensures that budgets, schedules, and performance standards are realistically set and attained- Working with technology and product team to resolve/upgrade/troubleshoot any issues as required.- If required, working with Finance / Invoicing teams to ensure raising of invoices as required for the business group.- Managing dedicated team of 80 Advisors/ 2 TL/ 1 Manager for the call center.- Heading 20 L2 Advisors dedicated from Client point of view to manage the complaints and faster resolution.NPS

-I am taking care of entire post support operation.-Leading a team consist of 340 agents 13 Team leaders along with 3 Assistant ManagersHandling Multiple Operations within the team, IB/OB/ escalation/trouble shoot etc-Design, back-test and implement strategies across Commodity Futures exchanges-Doing In-depth post trade analytics to serve as feedback loop in modifying and optimizing existing strategies. -Ensuring KPIs/SLAs are met month-on-month for all processes-Able to manage and solve live issues in systems with the help of IT Team- Preparation and Updating of SOP (Process) documents.- Ensure all processes are always compliant with strong control points.- Ensure effective allocation and utilisation of resources across the team in order to maximise effectiveness.- Ensuring Consistency, accuracy and attention to detail- Ensuring the Value Optimization of the floor and run cost effective operationsApart from that I have - strong problem solving skills, an analytical mind-set, good communication skills.

As a Senior Customer Service Manager (CS Manager) I am managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction , by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels .My main role is to help customer service and retention function, handle customer queries, complaints, suggestions and requests on multiple support channels – e-mail, phone, web chat etc. Collect and collate customer feedback for inputting into further development.Project Management:1) Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.2) Assist in developing and implementing training programs to improve the quality and productivity of the team.3) Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures.People Management:1) Leading and developing a team of 45-50 associates; responsible for the overall direction, performance management, coordination and evaluation of the team. 2) Carrying out supervisory responsibilities in accordance with Heaven and home’s policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.3) Responsible for designing, implementing & managing end-to-end customer interfacing points - contact center & Zendesk - Ticketing System.4) Working closely with marketing team for addressing all customer - related queries across all social media channels.5) Successfully improved the productivity of contact center.

Department: Customer support and Order fulfillment As a Senior Customer Service Manager (CS Manager) I am managing individual and team performance expectations and goals, maintaining singular focus on ensuring and improving customer satisfaction , by identifying broader customer impacting issues and implementing solutions to drive quality and productivity, while achieving real time desired service levels .My main role is to help customer service and retention function, handle customer queries, complaints, suggestions and requests on multiple support channels - e-mail, phone, web chat etc. Collect and collate customer feedback for inputting into further development.

99 Labels is one of the Indian leader in online event based sales. Members only prices up to 90% off on top branded merchandise.• Handling the team of 50-55 Associates/Sr. Associates and 3 Team leaders. Responsible for the day to day management of multiple functions i.e. in-bound, Out-bound, emails and chats.• Handling direct and independent client relation.• Proficient in managing and leading teams for running successful process operations and experience of implementing procedures, service standards for business excellence.• Fortnightly review meetings with Process head to analyze there problems• Training programme for team to enhance there skill sets according to business requirements.• Quarterly review meetings with vendors to analyze performance• Monthly/weekly SLA measurement and reports to clients• Strong communication and interpersonal skills with proven abilities in Customer Relationship Management and Team Management.• Lead, direct and manage inbound and/or outbound site operations to ensure that the operations staff executes service agreements at, or above the customer's standards. • Maximize profitability through superior customer service, effective and prompt communication and follow-up on all pending matters with the customer• Utilize superior communications skills to motivate staff and develop effective working relationships with peers, executives and clients. Responsible for day- to-day order processing and order fulfillment from procurement, inventory and logistics.

• Diligently tracking and monitoring of the team activities, mainly the daily transactions queue with adherence to cut-offs & delivery of work within adequate timelines as per SLA.• Ensured quality metrics are measured, monitored & improved towards total customer delight• Enhanced & Monitor process efficiency within the unit & drive process improvement project.• Coordinated with Cross functions to implement day to day activities. • Ensure smooth and seamless transition of new activities within the present business.• Focused on structured Process, Product, Behavioral training & developmental needs of the team and ensure timely evaluation & feedback to identify, develop and groom talent.• Developed strong customer focused orientation within the team.• Performance appraisals for team as per process stack rankings.• Keep the spirit and morale of the people always high and foster teamwork to ensure “sense of purpose” and “sense of urgency” • Managing data & reports on process level.• Work Load balancing aimed at increased ‘Employee Engagement’ and increased productivity• Responsible for Quality Audits for the team and providing feedback and coaching on same.• Recruitment, staffing, headcount management and backfilling attrition.

• Diligently tracking and monitoring of the team activities, mainly the daily transactions queue with adherence to cut-offs & delivery of work within adequate timelines as per SLA.• Ensured quality metrics are measured, monitored & improved towards total customer delight• Enhanced & Monitor process efficiency within the unit & drive process improvement project.• Coordinated with Cross functions to implement day to day activities. • Ensure smooth and seamless transition of new activities within the present business.• Focused on structured Process, Product, Behavioral training & developmental needs of the team and ensure timely evaluation & feedback to identify, develop and groom talent.• Developed strong customer focused orientation within the team.• Performance appraisals for team as per process stack rankings.• Keep the spirit and morale of the people always high and foster teamwork to ensure “sense of purpose” and “sense of urgency” • Managing data & reports on process level.• Work Load balancing aimed at increased ‘Employee Engagement’ and increased productivity• Responsible for Quality Audits for the team and providing feedback and coaching on same.• Recruitment, staffing, headcount management and backfilling attrition.

1) Identifying customer impacting issues, working out and implementing solutions and process improvements to increase customer satisfaction rate.2) Assist in developing and implementing training programs to improve the quality and productivity of the team.3) Drive process improvements to enhance the operational efficiency of the site. Understanding and effectively utilizing resources provided by internal systems, departments, policies, and procedures. People Management:1) Leading and developing a team of 45-50 associates; responsible for the overall direction, performance management, coordination and evaluation of the team. 2) Carrying out supervisory responsibilities in accordance with Heaven and home's policies and procedures; additional responsibilities include interviewing, training and motivating employees; planning, assigning and directing work; rewarding and disciplining employees; and effective conflict resolution.3) Responsible for designing, implementing & managing end-to-end customer interfacing points - contact center & Zendesk - Ticketing System.4) Working closely with marketing team for addressing all customer - related queries across all social media channels.5) Successfully improved the productivity of contact center.6) Responsible for managing the operational risk practices and processes across all functions

Constantly and efficiently monitor the queue and maintaining the Service Level Agreements.Managing a team of 18-20 Associates in a Data based process.Conducting round table / skip level meetings and 1-on-1 meetings with associates and teams SMECarry out supervisory responsibilities in accordance with the organization's policies which include providing assistance in Interviewing, Hiring, Planning, Assigning and Delegating work, Appraisals, Addressing complaints and providing resolutions as and when required.Preparing MIS reports & other statements with a view to apprise management of the process operations and assist in critical decision-making process.(As process pulled back had to move on)3. Subject Matter Expert