Prashant Mehta Email and Phone Number

CX transformation, Customer Analytics

Leading Analytics Solutions in Customer Analytics domain. Key responsibilities and activities include:- Maintaining a well defined repository of documentation including best practices, procedure manuals and other documentations in SharePoint portal and ensuring version control.- Driving continuous improvement by reviewing and monitoring current performance using business metrics and key performance indicators KPIs.- Assisting and encouraging cross functional teams to plan the implementation of To-be Revised solution design - Leading oral and written communication to prepare and present clear, concise and high quality solutions and obtaining buy in from various stakeholders.- Developing creative solution proposals for complex organizational problems and performing cost benefit analysis for the proposed solutions.- Discussing current processes and systems with staff users to understand their needs, validating necessary and sufficient feasibility conditions in order to design improved systems and processes.- Conducting evaluation of existing operational structures and processes via process studies, process mapping, identifying gaps deviations with respect to benchmarks standards, recommending improvements and documentation.- Solution design for contact center and embedded analytics by analyzing current business processes and systems, aimed at enhancing customer experience and satisfaction

Solutions manager for Global Media & Telecom vertical. Key activities included:- Analysis of organizations challenges to create solutions and recommendations to improve customer satisfaction - Assisting organizations and users in creating a strategic plan for improving efficiency, reducing costs and or increasing revenue- Reviewing statistical data on business performance to identify opportunities for improvement- Lead research, analysis and synthesis of organization information to evaluate best-fit ideas, and strategies followed by planning and prioritization of implementation of actionable solutions- Communication with users across levels and creating a culture of improvement by encouraging users to identify problems and identifying solutions.- Coordinating the implementation of new processes across all departments within the organization- Creating and maintaining the Center of excellence for best practices by recording various workflows in the solution function using Business Process Management re engineering techniques

Solution and pre-sales lead for the range of products and services offered by Infosys. Key activities included:- Conduct thorough examination of existing systems, processes, and procedures to identify areas thatrequire improvement.- Preparation and proposal of cost-effective process improvement recommendations to address identified organizational issues- Regularly track process performance against established KPIs and benchmarks- Support the implementation of approved improvement initiatives by collaborating with cross-functional teams- Conducting feasibility study and assessment of the system design, overseeing the finalization of requirements and the development of specifications.- Maintaining improvement project-related documents in SharePoint for version control- Compare the actual performance metrics with the desired performance targets and standards. Identify any deviations or gaps that indicate areas for improvement