Pratyush Mishra Email & Phone Number

Gurugram, HR, IN

Noida, Uttar Pradesh, India

Noida, Uttar Pradesh, India

 Driving Operational Excellence (Lean, Six Sigma) projects to reduce cost and manpower. Operations Delivery to ensure that internal and external targets are met. Meet defined targets as per SLA and also responsible for customer satisfaction score. (NPS and VOC) Implemented new staff training process, incentive program, and career advancement.

Noida, Uttar Pradesh, India

 Handled client complaints & Escalations. Exercise due diligence in processes related to customer transactions Identify improvement areas and propose constructive changes to achieve operational excellence. Provide suggestions for team development. Maintained integrity, professionalism, and friendly attitude. Conducted FMEA (Failure, Modes, Effects.

Noida

 Managing for 100+ FTEs for Technical Support & Sales with 3 Team Leaders/Subject Matter Experts. Develop strategic vision and tactical plans for building customer relationship management function. Devise and implement aggressive strategies and campaigns for ensuring high level of customer delight Establish processes and systems for effective Customer.

Gurugram, Haryana, India

 Have worked with Transition Team to smoothly transit the above mentioned Inbound and back-end processes to IBM GPS from IBM Global Handled 2 different LOBs for a US Based client (Inbound Voice Operation and non-voice back-end operations. Team consisting of 20-25 team members in each process. Driving delivery of KPI Metrics, ensuring adequate staffing.

Gurugram, Haryana, India

 Have conducted trainings to inbound technical support in a live classroom environment. Effectively delivery of presentations and facilitation including training techniques while training the trainees. Have successfully completed 4 batches of trainings. Documenting and creating SOW (Statement/Scope of work) and SOPs (Standard Operating procedure)/DTPs.

Gurugram, Haryana, India

As a Subject Matter Expert my job profile include:Provide real time support to the team members.Handle escalation callsProvide resolution to the customer.Answer calls during the peak hours and complete the required number of login hours.Audit calls as per the defined guidelines.Attend calibration meetings.

Gurugram, Haryana, India

As a Technical Support Executive my job role include:Answer the calls from customers and provide them technical support related to Internet, Desktop, Laptop, Printers etc.Keep AHT within the targets.First call resolutionRaise ticket with proper resolution codeCustomer Satisfaction