Prashanth D Email & Phone Number

Bengaluru, Ka, In

Bengaluru, Karnataka, India

Currently working on a freelance assignment w.r.t Process Evaluation, SOP Documentation, ERP adoption and setting Governance framework for an esteemed HVAC MSME company. Helped develop a comprehensive end2end SOP for their most Critical Onsite Project Execution Process and streamlining their Services Business through comprehensive process documentation leveraging ANT ERP.

Bengaluru, Karnataka, India

End-2-End execution of Client Projects on Unified Customer Experience Sprinklr Platform for Americas & APJ theatre – Develop/ Build configuration with help of the Implementation Consultant team conforming to the client’s business requirements, timelines, scope of work, compliance, etc., with a key focus on the Customer Happiness Index (CHI). Provided governance support to Services AVP on People initiativesRole:Managed direct client projects for US and APJ region across various capacities and complexities based on the Sprinklr products purchased. Work with Implementation Consultants on the end2end Project cycle of Plan-Build-Educate & Empower phases and ensure project wrap with appropriate sign-offs across each milestone. Balance, Scope, Schedule, and Customer Happiness IndexAct as Voice of Process and Voice of Customer & feedback to the process improvement team for continual improvement to simplify the customer experience Accountable for all Project closures complying with client requirements, proactively identifying and working on risks, helping the implementation consultant team on any roadblocks, managing client escalations, and ensuring customer satisfaction Simultaneously managed 10-12 projects across various degrees of complexities.Supported Global Services AVP on People Initiatives across all theatres Highlights:Received several accolades from Sales and Clients on high-visibility projects specific to project management support. Helped set up Attrition Early Warning Process to support Professional Services business. Help created visibility to the leadership on regrettable attrition for any actions. Conformed to HR compliance on data privacy in the information capture process.Program managed initiatives on activities around fun at work and work-life balance with the operations core group. Developed framework for motivation budget in alignment with Segment Finance and Accounting team

Bengaluru Area, India

Role:Act as Voice of Business and Voice of Customer and drive Business transformation with cross functional teams by providing business cases.Identify Process improvement opportunities that can influence customer experience & resolution time.End2end engagement on launch of new programs – understand the scope & relevance of the Program from a Query & Issue Management (QIM) perspective & ensure readiness through proper training, UATs etc.,Closely work on tool transformations & ensure migration with minimal business disruptionsSupport Operations in driving KPIs to meet business goals through effective governance. Drive Business reviews supporting APJC Director & her directs including proactive problem management, transformational initiatives and global programs/process alignments. Support Business audit requirements.Highlights:Driving Estimated Delivery Dates/ Revised Estimated Delivery Dates process improvement with Global Supply Chain team by providing Voice of Customer & Data Insights. Continual insights are leading to internal process reviews within the supply chain organization on various parameters including lead time setting by different stake holders.Successfully launched SFDC for APJC countries through end2end support - Actively facilitating key activities around planning, training, UAT, IT engagement etc., Actively contributed in building the logic for the Order Status Virtual Assistant BOT for ANZ which was deployed for India QIM business as well.Deployed a global tool called Singularity for ANZ and supported the launch for countries like India & South Asia. Used the tool to improve the speed of resolution & identify process gaps.Established Cadence with Order Experience IT team – deemed critical partner from an internal tool and Dell.com perspective. Deployed Good Practice Guidelines – Governance for ANZ QIM team to improve and sustain key KPI performanceActively involved in setting up the QMS frame work as part of global program roll-out.

Bangalore, India

Key Responsibilities- Devised and executed strategies associated with Business Continuity Management, Site Crisis Management, Site Risk Assessment and Facility Management. - Addressed new customer Business Continuity requirements either as part of Request for Proposal (RFP) or through direct customer presentations. - Part of audits –Internal, External and Client Specific, with respect to Services Business Continuity Program. - Facilitated Facility related Projects through Stakeholder engagement on Projects associated with Facility Seat Allocation, Transportation Management System, Cafeteria Management System and other supporting projects as per business requirements Selected Accomplishmentso Successfully Project Managed Noida 125 Facility Exit, an executive level critical project, as part of organization separation in conjunction with Deloitte consulting team. Ensured end-to-end support on Facility readiness at Noida 144 before suggested timelines, while actively contributed to other work streams like procurement, IT, Finance, Taxation and compliance etc., o Successfully completed 5 Management Action Plans (MAP) associated with Services Business Continuity Program as identified by internal audit team & Global Business Continuity Office and built long term Operational Resiliency framework for existing and new accounts. This approach received appreciation from both Clients and External Auditors. o Passed the Qualifying Exam BCP 501 conducted by DRI International as part of CBCP certification

Bangalore, India

Key Responsibilities-Improved critical Care metrics, especially CSAT through systematic process changes for ANZ PLE Customer Care team based out of Bangalore. -Established structured interlocks with cross functional teams for enhanced floor support on unresolved / aging issues, root causing and driving corrective actions to avoid issue recurrence. -Drove process / performance governance, for Order Management and Support - APJ, supporting LE Customers. Direct reporting to Sales Support Director. Drove KPI related to Quality, Cost & Productivity for Customer Care & OP teams. -Cost control initiatives through productivity management, structured cross functional engagement to drive accountability and coordinate with all OM&S on business critical projects E2E till closure. -Drove Business Synergy initiatives and Global initiatives associated with Tool transition & critical cost metrics for Care organization -Worked on Controls Self Audit, business critical reviews, Weekly APJ Ops review, MBWA, Manager Score cards, Directors Weekly Staff meeting & governance. Drove rigor around KPIs. Selected AccomplishmentsoDelivered 30% improvement in CSAT for ANZ customer care through activities which included heat checks/ case management rigor/ Weekly BMS with Care management and Monthly Business review with all team members.oSuccessfully worked on Business Synergy initiatives for ANZ Customer Care on Care Re-structuring to align to Sales, Non-care work transition to respective owners, drive Cost of Dissatisfaction (COD) and streamlining futile order management. oThrough OMS PMO, drove 10% improvement in CSAT, 20% reduction in Time to Resolve, 40% reduction in Aging Case Backlog and 50% improvement in Closed Issues per Person per Day for APJ Care teams.oWorked on business critical projects like merging LE & CSB OP teams, Medium business Customer Care with LE Care for better support and synergy. Majorly involved in offline order processing business transition to OSP

Bangalore, India

Key Responsibilities- Worked on critical aspects of Order fulfillment like Order Expedites – Critical Order management, Backlog Management, Illegal order management, large deal management & Shipment on Hold Management to support India Large Enterprise & Public customers through cross-functional stakeholder managementSelected Accomplishmentso Set up a team of 3 members to support the India OM operations expanded to 7 members. o Through the team, supported several business critical – customer focused order fulfillments which in turn helped improving Sales SAT for Order Fulfillment team.

Bangalore, India

Key Responsibilities- Worked on Backlog management for Relationship – Small & Medium Business Segments. Focus towards backlog improvement quarter on quarter i.e. positive contribution to P/L. - Worked towards developing robust reporting for Backlog from a root cause analysis - actions perspective. The report was aligned to revenue recognition policy defined by Finance - Worked closely with key stake holders across functions like Sales, SnP Ops, Manufacturing, Logistics, etc., to reduce backlog. As a part of ‘Sales First ‘training, handled sales training requests. Selected Accomplishmentso Delivered positive contribution to P/L for Q110, Q210, Q410 & Q111 Fiscal quarters. o Developed reporting for market share analysis. Successfully worked towards projections, risk analysis, & actions to achieve IDC targets in conjunction with Marketing team.

Bangalore, India

Key Responsibilities- Driving & improving Warranty Cost metrics for all Line of Business (Consumer & SMB), Engineer Call taking process & System Exchange ordering process for UK/IRELAND business through a team of 23, supporting both Dell Direct and Out Sourced Partners. Drive balance on cost, quality and Customer Experience. - Worked closely in setting-up of Warranty Cost Operations and Functions for OS Partners. - Weekly Warranty Cost Review with Senior Management - share Weekly / Quarterly performance & discuss root cause for any deviations & drive action plans to improve - Dealing with Third party stake holders (Dell Service & Logistics Providers) and working with Dell Service Delivery Team to improve Customer Experience & Warranty cost management - Established successful engagement and relationship with business critical stake holders to work more efficiently on information exchange & process improvements. Train tech support teams, coaches, out sources partners on importance of warranty cost, metrics and processes - As People’s manager, involved Working with team members on their individual development plan to set path for Career growth. Team Performance reviews & monitoring through monthly StacksSelected Accomplishmentso Successfully Completed Green Belt Project – Improvement in Whole Unit Dispatch (%) for DIMENSION & INSPIRON LOB (Saving $964000) as a part of Business Process Improvement o Worked towards standardization of dispatch processes which helped in ISO certification of UKI Bangalore Tech support.

Bangalore, India

Warranty Cost & Related KPI Management

Bangalore, India

Executive Escalations Management

Bangalore, India

Handling Technical Support Calls for Australia and New-Zealand Public and Large Enterprise Customers

Bangalore, India

Bangalore, India

Bangalore, Hyderabad, India