Prashant Gehani Email & Phone Number

Ahmedabad, Gj, In

India

As a Director at TTEC, I lead the Quality Assurance and Transactional Quality verticals for Fortune 50 clients. I have successfully transitioned transactional quality programs to an insights-driven approach, delivering actionable insights that improve customer experience, revenue generation, and key performance indicators. I spearhead automation strategies that enhance client savings, ROI, and generate additional revenue for the organization. My role involves liaising with senior management to… Show more As a Director at TTEC, I lead the Quality Assurance and Transactional Quality verticals for Fortune 50 clients. I have successfully transitioned transactional quality programs to an insights-driven approach, delivering actionable insights that improve customer experience, revenue generation, and key performance indicators. I spearhead automation strategies that enhance client savings, ROI, and generate additional revenue for the organization. My role involves liaising with senior management to coordinate business development strategies and ensure successful onboarding of new clients, working closely with Process Excellence, Talent Acquisition, Training, and Operations teams. Show less

Gandhinagar

• Worked on projects to acquire new clients to increase business. Successfully, got Fortune 500 new clients in addition to current business.• Served as trusted advisor to all external and internal clients to improve their Customer Satisfaction, Conversion Ratios, Increase Profitability, and Reduction in Cost.• Responsible for on boarding new clients and act as the face of the Etech.• Helped several fortune 500 companies by providing business and market intelligence to form strategic… Show more • Worked on projects to acquire new clients to increase business. Successfully, got Fortune 500 new clients in addition to current business.• Served as trusted advisor to all external and internal clients to improve their Customer Satisfaction, Conversion Ratios, Increase Profitability, and Reduction in Cost.• Responsible for on boarding new clients and act as the face of the Etech.• Helped several fortune 500 companies by providing business and market intelligence to form strategic decisions.• Hands on knowledge of Artificial Intelligence combined with Human Intelligence for providing exceptional customer experience. • Responsible for Monthly Business Reviews and Quarterly Business Review with Clients and Executive Leadership.• Creating invoice details for the external clients.• Setting performance goals for all leaders and campaigns. Show less

Gandhinagar

• Spearheaded and managed team to achieve the set performance goals as established by Account Manager• Drove impressive improvements in administering the performance management and provide a valuable feedback in coaching, training, professional development, and take corrective action plans • Served as a role model at all times by adhering to high ethical standards by taking the initiative to develop core skills and competencies • Carry out a detail analysis of Audit Reports •… Show more • Spearheaded and managed team to achieve the set performance goals as established by Account Manager• Drove impressive improvements in administering the performance management and provide a valuable feedback in coaching, training, professional development, and take corrective action plans • Served as a role model at all times by adhering to high ethical standards by taking the initiative to develop core skills and competencies • Carry out a detail analysis of Audit Reports • Make necessary recommendations for the process development based on customer feedback and analyze the same• Conducting Monthly Performance Review with the clients• Creating invoice details for the external clients• Responsible to monitor, analyze and report on performance, identify trends and make recommendations to improve the performance of the department• Effectively handled client escalations and make sure that representatives follow company policies Show less

Gandhinagar

• Extensively conducted quality check developed and reviewed the performance reports• Recognized the key areas for improvements and take necessary actions to improve the performance level and meet the objective• Conduct group training sessions on analytical skills• Effectively reviewed call center statistics to measure operations performance and the need for improvement • Handled calibration sessions with the client operations team

• Effectively handled a team of 18 QA’s• Performed all duties and responsibilities of Asst. QA Lead Intern.• Conducted training for QAs to prepare them for Client Calibrations.• Conducting Weekly meetings and One on One sessions for improvement of QAs.

Gandhinagar

• Effectively handled a team of 14 QA’s• Supervised and maintained the quality and compliance targets• Conduct regular audit and make sure that the high standard quality is met• Generated weekly and monthly reports to senior managers on performance• Efficiently utilized the call center support applications • Utilized multiple call center support applications to efficiently assist QA team• Identify training needs and recommendations to improve customer experience•… Show more • Effectively handled a team of 14 QA’s• Supervised and maintained the quality and compliance targets• Conduct regular audit and make sure that the high standard quality is met• Generated weekly and monthly reports to senior managers on performance• Efficiently utilized the call center support applications • Utilized multiple call center support applications to efficiently assist QA team• Identify training needs and recommendations to improve customer experience• Keeping quality documentation up to date.• Making sure that all QA records, data & information are available to managers• Coordinating the investigation of customer complaints• Preparing and analyzing information for the purpose of Management Review• Giving Assisting in the development of team by taking one on one coaching session• Acting as a role model for team• Communicating openly with the management team of the campaign concerning sales issues and development opportunities of the team. • Carrying open attitude and avoiding discounting, dismissing, or minimizing questions & maintaining personal and professional boundaries• Consistently meeting or exceeding client’s expectations• Specialist quality assurance advice to the company departments as required• Adhere to policies and procedures of Etech Show less

Lanzarote, Canary Islands, Spain

• In charge of a team of 15 sales reps, and responsible for leading the development and implementation of all marketing programs and strategic sales activities• Identifying and monitoring the performance of competitors in the market place.• Responsible for account budgets, expenditure forecasts, and P&L accounts.• Maximizing sales performance through delivering an exceptional customer experience, people management and cost control.• Monitors the retail store customer service… Show more • In charge of a team of 15 sales reps, and responsible for leading the development and implementation of all marketing programs and strategic sales activities• Identifying and monitoring the performance of competitors in the market place.• Responsible for account budgets, expenditure forecasts, and P&L accounts.• Maximizing sales performance through delivering an exceptional customer experience, people management and cost control.• Monitors the retail store customer service interaction to identify sales opportunities within all transactions and handling of subscriber disconnect activity. • Reviewed customized reporting to highlight areas of opportunities with each representative for coaching purposes. Show less

Diploma In Business Management With E-Commerce, E-Commerce/Electronic Commerce, A+

Activities and Societies: Cricket, Debate, Culture Activities

Bachelor Of Commerce (B.Com.), Business/Commerce, General

Activities and Societies: Cricket, Debate, Cultural Activities

High School, Commerce, First

Activities and Societies: Cricket, Running, Debate, Cultural Activities

Diploma In Information System Management, Ms Office, Visual Basics, C++, Photoshop, A++