Administrative Lead
Aug 2013 - Nov 2020
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Prashanth Shekar Email & Phone Number
Quality Analyst/ Customer Experience / CSAT specialist
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Role
Quality Analyst/ Customer Experience / CSAT specialist
Location
Bengaluru, Karnataka, India
Who is Prashanth Shekar? Overview
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Prashanth Shekar is listed as Quality Analyst/ Customer Experience / CSAT specialist based in Bengaluru, Karnataka, India. AeroLeads shows a matched LinkedIn profile for Prashanth Shekar.
Prashanth Shekar previously worked as Administrative Lead at Wipro Technologies and Administrative Lead at Wipro Technologies. Prashanth Shekar holds Bachelor Of Commerce - Bcom, Business/Commerce, General from East Point Academy, Karnataka University, Karnataka..
Profile bio
About Prashanth Shekar
Currently I’m working as a Free Lancer with ODSS as a soft skills trainer.Wipro TechnologiesAugust 2013 to November 2020 Designation: Lead AdministrationRole: Soft skills Trainer / Quality Analyst / CSAT Specialist/Asst Manager (Training Dept)Projects Handled: Campbell Soups/Pitney Bowes/KLA Tencore/EMC Square/Walmart/Atco/Maersk Oil/Visteon/Northern Trust/Citrix/Xerox/Lendlease/Sierra WirelessRoles & ResponsibilitiesMeasured the performance of individual engineers on both the projects by audits and feedback.Understand the deliverables of service desk and fine tuned the efforts of every team member.Represented the communication tower in prospective new deals.Calibrated the QA team on call audits.DSAT RCA followed with training.Worked closely to enhance end user experience. This helped in increasing the ticket level CSAT.Escalation management.Drive the team to reach all defined targets.Supervised team’s performance on a daily, weekly and monthly basis.Key responsible person for enhancing the teams’ knowledge.Analysed team's data and prepare action plan to fill any defects.TNA for the project to understand internal areas of opportunities.Mentoring and coaching new joiners to ensure that they deliver effectively from day one.Designed and developed modules to address various training and learning needs.Implemented innovative ideas to learn & motivate the customer service team.Voice profiling of every engineer who joins Wipro for Service Desk role.Part of Wipro’s campus and walk-in recruitment panel.Handled all the trainers from Bangalore location to check on the hygiene. IGATE Global servicesApril 2010 to April 2013Designation: Soft skills trainer Pradot TechnologiesMarch 2009 to February 2010Designation: Business Transcriptionist AVIVA Global ServicesJanuary 2006 to March 2008Designation: Insurance advisor and on-job coachRoles & ResponsibilitiesHandled inbound calls for auto insurance renewal (UK)Upselling was part of my assigned role.Handled escalation calls.Trained new joiners on product and processRandom Quality audit check and feedback
Listed skills include Training and Sales Manager.
5 roles
Prashanth Shekar work experience
A career timeline built from the work history available for this profile.
Administrative Lead
Measured the performance of individual engineers on both the projects by audits and feedback.Understand the deliverables of service desk and fine tuned the efforts of every team member.Represented the communication tower in prospective new deals.Calibrated the QA team on call audits.DSAT RCA followed with training.Worked closely to enhance end user experience. This helped in increasing the ticket level CSAT.Escalation management.Drive the team to reach all defined targets.Supervised teams performance on a daily, weekly and monthly basis.Key responsible person for enhancing the teams’ knowledge.Analyzed team's data and prepare action plan to fill any defects.TNA for the project to understand internal areas of opportunities.Mentoring and coaching new joiners to ensure that they deliver effectively from day one.Designed and developed modules to address various training and learning needs.Implemented innovative ideas to learn & motivate the customer service team.Voice profiling of every engineer who joins Wipro for Service Desk role .Part of Wipro’s campus and walk-in recruitment panel.
Aug 2013 - Oct 2020
Soft Skills Trainer
Igate Global Services
Developed and mentored new joiners to satisfy customer service requirements by conducting sessions on Soft skills.Responsible for the RCA.Arranged calibrations to discuss possible improvements to customer service by understanding the time robbers for agents.Assisted in improving and monitoring procedures and processes to ensure the cost-effective and the most efficient service, by transformation projects.Identified and escalated consistent or recurring problems with the systems functionality.Redefined process flows and discussed it with the customer service team.Assisted in preparing and developing the documentation of the organization’s standard procedures towards customer service by Module designing and content development.Implemented innovative ideas to learning & motivation liaising with the customer service team.
Apr 2010 - Apr 2013
Business Transcriptionist
Mar 2009 - Feb 2010
Insurance Advisor And On-Job Coach
Jan 2006 - Mar 2008
1 education record
Prashanth Shekar education
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East Point Academy, Karnataka University, Karnataka.
FAQ
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Quick answers generated from the profile data available on this page.
What is Prashanth Shekar's role at their current company?
Prashanth Shekar is listed as Quality Analyst/ Customer Experience / CSAT specialist.
Where is Prashanth Shekar based?
Prashanth Shekar is based in Bengaluru, Karnataka, India.
What companies has Prashanth Shekar worked for?
Prashanth Shekar has worked for Wipro Technologies, Igate Global Services, Pradot Technologies Private Limited, and Aviva Global Services (Bangalore) Private Limited.
How can I contact Prashanth Shekar?
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What schools did Prashanth Shekar attend?
Prashanth Shekar holds Bachelor Of Commerce - Bcom, Business/Commerce, General from East Point Academy, Karnataka University, Karnataka..
What skills is Prashanth Shekar known for?
Prashanth Shekar is listed with skills including Training and Sales Manager.
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