Prashant W Email & Phone Number

Mumbai, Mh, In

Mumbai, Maharashtra, India

VIP Chat Pilot Process:Led the Pilot Process for VIP chat, ensuring seamless integration and exceptional service delivery.Okto Pilot Process Setup:Led end-to-end setup of pilot customer service process for Okto, starting from ground zero.Defined tailored workflows, SOPs, and service standards.CRM Integration:Spearheaded seamless integration of Okto into CRM Sprinklr, enhancing interactions and response times.ORM Implementation:Successfully implemented ORM strategy for Okto, bolstering online reputation through community engagement.NPS Project and Customer Experience Enhancement:Led NPS Project for CoinDCX, providing actionable insights and integrating Sprinklr for streamlined interactions.RTA/WFM Team Lead:Established SOPs, optimized resource allocation, and drove operational efficiency.Project Management and Collaboration:Managed multiple projects, contributing to operational excellence and strategic collaborations.

Mumbai, Maharashtra, India

Liaised with customers to determine needs and provide recommendations. Retained existing customers and substantialy grew customer base, product line and sales volume. Established and cultivated solid business relationships with new or existing customers

Mumbai, Maharashtra, India

Team Management and Performance Optimization:Led a team of 15+ specialists for Chase Credit Cards Customer Service.Oversaw team performance and ensured achievement of KPIs.Conducted regular performance reviews and provided career development guidance.Implemented engagement activities to motivate and focus the team.Efficiency and Customer Experience Enhancement:Focused on reducing handle time while maintaining high-quality interactions.Successfully decreased handle time and increased efficiency through targeted coaching.Enhanced overall customer satisfaction.Project Management:Led efficiency project to optimize conversations and reduce talk time and handle time.Played a crucial role in the VAULT project, auditing Team Leaders' work and evaluating call performance.Collaborated with marketing team to address process and product-related issues.Training and Development:Created comprehensive training modules for new hires in Amazon Credit Card Customer Service.Integrated training content into onboarding process to ensure new team members had necessary knowledge and skills.Customer Service Excellence:Proactively identified and addressed issues impacting customer experience.Maintained superior service standards as a Financial Services Advisor.

Mumbai, Maharashtra, India

My role allowed me to interact with customers over the phone and answer their questions about their credit cards and after servicing their needs to tell them about certain products which might benefit them Although it was an upselling process my C-Sat scores were always more than 70%