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Prashant Shetty

A-602, Mayuresh shrishti park, Lake road, Near Hind rectifiers, Bhandup west, Mumbai 400 078, India

Contact : +91 9819855608, +91 22 65129146 E-mail : shetty_prashant1@rediffmail.comSR. MANAGER - CUSTOMER SERVICE/OPERATIONS

9+ years experience in Operations/Customer service/Contact centers/Customer Relationship ManagementCAREER OBJECTIVE

Dedicated, resourceful, and innovative professional offering extensive experience in Customer Service/Operations in industries of repute in different capacities. Can be headhunted for spearheading the efforts across reputed organisations as a Sr. Manager - Customer Service/Operations and to lead an organisation ably with good profitability. Also, as working in the senior management level, would like to excel professionally and contribute to the growth of the company and thereby achieving my personal growth.PROFESSIONAL SYNOPSIS A distinguished career of 9 years with comprehensives experience in customer service, operations, sales, and business development in professionally managed organizations.

Demonstrated skills in streamlining customer services function by designing innovative systems and processes to generate high value propositions for the customers.

Proven strengths in synchronizing efforts of the channel partners to generate maximum productive output.

Proven expertise in designing innovative service policies, promotional campaigns, service marketing strategies to facilitate acquisition and retention of customers. Adept in mapping customer satisfaction and drawing vital inputs to realign strategies to achieve customer delight. Tacking market dynamics and initiating reinforcements to neutralize competitors' moves.

Successful track record in managing a network of collection agencies to maximize revenue collection and handle delinquent customers.

Strong background in spotting and converting opportunities to profitable business.

Excellent man-management, time management, and leadership skills.

KEY STRENGTH AREAS

Customer care/CRMProspecting/Customer retentionChannel Management

Training and developmentSales & business development Quality service delivery

TelemarketingCross Functional Coordination Customer Need Analysis

Excellent communicationAnalytical / Negotiation Skills Liaison / Coordination

AWARDS AND RECOGNITION

Recipient of Best Team award four times in 3 Global Services across the floor.

Bagged Best Process of the quarter (Sales) twice in ICICI OneSource Ltd.

PROFESSIONAL EXPERIENCE

HDFC STANDARD LIFE INSURANCE CO. LTD. JAN 2006 TO CURRENTMANAGER- NATIONAL CONTACT CENTRE OPERATIONS Shouldered complete responsibility of setting up the Contact center, which included recruitment, setting up software support, CRM tool, and other setting up activities.

Overall responsible for effective management of National Contact centre and backend operations team for this Contact centre. Effectively liasioned with Software CRM development Vendors i.e. Oracle, Aspect etc., 3rd third party Contact centres to decide whom to outsource our contact centre and finally making the C.C. operational.

Distinction of designing and structuring the entire Quality mechanism for the CC, right from the Quality monitoring parameter sheet to the Performance improvement plan. Played significant role in successful transition into the Epro software CRM solution to move the Contact Centre (CC) into the latest advancement CRM technology that has resulted into improving the productivity and quality of the output of the CC.

Set up the complete Quality monitoring tool/process for Contact centre operations. Supervising the performance of 170 team members of C.C i.e. CSAs, operations officers, Team leaders and Asst. manager etc. Judicially handling the activities of the CC i.e. inbound calls from Pan India, Outbound calls through various outbound calling campaigns, SMS service calling activity and HDFC Standard life Website process. Introduced Predictive Dialer for outbound calling activity resulting into drastic improvement of the productivity and quality of the output of the CC. Launched successfully the SMS facility for the customers of HDFC Standard life. Set up the complete Quality monitoring tool/process for Contact centre operations. Achieved success in reducing substantial cost by implementing the central delivery of service request Pan India. Launched the ECS/SI project which increased persistency and My account campaign to boost customer web usage for the company. Credited as the first department to roll out the XQ process and 5S process and the first to become 5S and XQ compliant.

Prashant Shetty

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ICICI ONESOURCE LTD

JUN 2004 - JAN 2006

ASST. MANAGER

Supervised the team of 3 team leaders and 60 advisors in a UK based sales process called One tel selling telecom, broadband and internet products.

Guided, controlled & motivated a team and refined the process to achieve each and every KPI set by the client without compromising the grade of service of the process.

Presided the weekly team meeting and reviewed the weekly client performance along with the UK clients to tackle and find solutions for the challenges faced during the week.

Fully accountable for identifying training and development needs of the team, prepare programme accordingly and conduct training session to update their knowledge.

Closely implemented the motivational techniques to boost up the morale of the team to deliver the best possible performance.

Regularly reviewed the performance of the team/team leaders, appraising them against the set goals & developing them to assume higher responsibilities.

Responsible for motivating the team leaders/members on coaching and providing feedback to the advisors on the calls taken by them by monitoring their calls, helping the new and workable advisors by giving them tips to use on the calls.

Group leader for leading 5 customer service migrations team (training batches) of 20-25 advisors and go on to the operations floor to take live calls along with the trainers.

Entrusted with the additional responsibility of grooming the two new team leaders in the process along with their team members.

Successfully designed and implemented a bucket analysis system for the sales process to minimize the AHT which was approved and rolled out and then copied by the customer service department

Extended necessary assistance to the management in interviewing the candidates and taking decision for their selection adopting different approaches.

3 GLOBAL SERVICES PVT LTD (HUTCH)

JUN 2003 JUN 2004

TEAM LEADER

Led, and mentored the team of 14 Advisors and a Team coach in a UK based process (3 mobile).

Formulated plan to ensure that the team consistently achieves the KPIs set by the process.

Geared the activities so that the team achieves the quality target set by the quality team for the calls taken.

Regularly organized team meetings and brainstorming sessions to update the team about the scores and get the ideas from the members to better the team and process performance.

Extended necessary assistance to the management in interviewing the candidates and taking decision for their selection adopting different approaches.

GE CAPITAL LTD.

JUN 2001 MAY 2003

CUSTOMER SERVICE ASSOCIATE/TEAM LEADER

Responsible for solving customer queries in an inbound customer service team for a SBI credit card clients.

Gained reasonable exposure by making regular correspondence with customers through letters and emails to solve their queries and resolve the typical issues related to the credit card.

Credited with a promotion to work as the authorizations team, which dealt with credit transactions on the cards and their approvals through various merchants.

Controlled and motivated a team of 12 associates to deliver their best performance to provide customer services to the utmost satisfaction of the customers.

Assess the performance of the team to ensure that every team member achieves the set KPI.

PAGE POINT SERVICES

OCT 1998 MAY 2001

CUSTOMER SERVICE ASSOCIATE

Fully responsible for converting customers verbal messages into text and sending them through the system to the destination pagers.

Successful in getting promotion on to personalized services team to handle corporate calls and messages.

Effectively managed the corporate clients i.e. Cox n Kings, Alcatel, Indian express, Pidilite, HDFC bank etc.

ACADEMIA

B.Com 2001 Pursuing MBA programme of ICFAI institute, Hyderabad through distance and virtual learning.

TRAINING/CERTIFICATION

Six Sigma Basic Quality Training

(Quality Feedback from customers

Certification for Stephen Covey's XQ workshop for Managers Regular seminars conducted by Aspect software's on latest updates and new technology in Contact centres.COMPUTER LITERACY

Basic, Microsoft Office, Windows 2000, Word, Excel, PowerPoint, and the Internet.

Date of Birth : 17th Jun 1980 Sex: Male

Nationality : Indian

Marital Status : Unmarried

Location Preference: Mumbai, Thane and Navi Mumbai

Languages Known : English, Hindi, Marathi, Tulu, and Kannada

References and Verifying Documentation Furnished upon Request