Punit Prasad Email & Phone Number

Mumbai, Mh, In

Mumbai Area, India

Delivery of high quality customer-focused services (Pitchbooks/Word/Excel presentations) in a deadline-driven environment, along with stringent control over the confidential and time sensitive materials. Roles and Responsibilities:Developing client relationshipsStaff developmentProduction/OperationsSpecial projects: Provide resources and keep communication flowing Day-to-day operations (for a shift): Ensuring proper utilization of staff resources and meeting service levels at all timesSLA measurement: Ensuring quickest response to client, speedy queueing of job, and least cycle timeActively directing the Intake Coordinators to build consistent shift leadership routines and make predictable decision-making judgments. Collaborate with shift quality checkers, global hub workflow/managersUsing data and facts in order to take informed operational/tactical decisions. Proactively managing/escalating issuesAny reporting and/or tracking as delegated by superiors/hubs from time to time

Mumbai Area, India

This was an Inbound voice process, Telecom sector.Main SLAs to be maintained were CSAT, Abandoned percentage and Average Handling time.Customer satisfaction was later measured with the Net Promoter Score (NPS).

Mumbai Area, India

This was an inbound voice process. My profile here included, but was not limited to1) Floor Management 2) Maintaining the client SLAs for the process . This included Abandoned percentage control and Internal Quality maintenance.3) Creation of process-automation reports - To provide a database be used for improving the conversion ratio of reservations.This expanded my domain of expertise into the hospitality segment.

Mahape, Navi Mumbai.

Apria Healthcare was a B2B Collection process based in California. I was chosen to migrate its Operations to our Indian setup, in June 2009. After initial training and certification by the clients, I was made Training Lead for the process. Here, I oversaw the training of management pool of TLs and the Quality team for this process. Being pilot-phase, I was also involved in MIS and process-recruitments.For the quarter Oct – Dec ’09, I was awarded the “BEST LEADER” for ensuring a smooth and successful migration and team performance. The encouraging stint continued with top reviews and positive feedback constantly coming in. My role in this process was critical enough to ensure that I was the SINGLE POINT OF CONTACT for the process and liaised with the Quality team as a SUBJECT MATTER EXPERT.For the Apr – Jun ’10 quarter, I was AGAIN awarded the i-SPARKLE, for being the "APRIA HEALTHCARE TOP PERFORMER”.

Mahape, Navi Mumbai.

My basic responsibility here was to provide leadership to my team for this process which was voice – non tech based. About 3 yrs into the inbound voice domain of the process, I was assigned the responsibility of handling Backend Operations for this process. This helped me gain extensive knowledge of the end to end transaction. For initiating, organizing and conducting the Rewards n Recognition (better known as RnR) program for this process, I received the ‘SPECIAL INITITATIVES UNDERTAKEN AWARD’ for the quarter Oct ‘05 - Dec ’05.It was again for this process that I received the prestigious i-SPARKLE COO award for the first time at the august hands of the then COO, Mr Prabhu Srinivasan . Simultaneously, my team was rated the ‘BEST TEAM ’ FOR THREE QUARTERS of Apr ’07 - Jun ’07, Jul ’07 - Sep ’07 and Jan ’08 – Mar ’08.These accomplishments paved the way for further responsibilities in the next process that I moved into, which was Apria healthcare.

Mumbai Area, India

I was promoted to the position of a Team Leader within 8 months of joining Stream as a CSE. When I moved on to this role, all that I tried to ensure was that the team under me stayed happy.Because I strongly believed (and still believe) that A HAPPY TEAM IS A PRODUCTIVE TEAM.

This was the job with which I started my professional life.Stream Tracmail, as it was known then, made me realise that hard-work never goes unnoticed...Well!. Almost never! Watching my superiors here also taught me the most important rule of handling a team ...People Management.