Ms word
Prabhat Kumar Mishra
Gurugram,Haryana
Summary
To achieve the pursuit of excellence in the field of my occupation and to contribute effectively to the organization’s growth and prosperity through self-driven innovation, sincerity and hard work. Overall Experience: 15+ years Insightful Manager with experience directing and improving operations through effective employee motivational strategies and strong policy enforcement. Proficient in best practices, market trends and regulatory requirements of industry operations. Talented leader with analytical approach to business planning and day-to-day problem-solving.
Overview
19
19
years of professional experience
2
2
Certifications
2
2
Languages
Work History
Manager I
08.2018 - Current
- Sr
- Manager Training & Quality
- Responsibilities Include:
- Managing the Quality function for US 2nd largest Telco
- Representing site to client for various quality input/expectations
- Value addition/suggestions to client with intent of reducing customer’s effort & improve satisfaction
- Managing training function & improvement of throughput using RTP (Ramp to Proficiency) model
- Engaged in deployment of various automation tools to improve training & quality experience better for new hires
- Part of Digital team to improve the overall digital curriculum & assist projects with messaging channel across various locations/Geos
E-commerce
01.2018 - Current
- In Web Hosting, Ecommerce web platform and emailing solution, Chat & Messaging in Telecom
- Experience in complex process handling in terms of training & Quality which spreads across Customer service and Telecom
- Experience of managing Quality for web hosting services, Merchant Solution and Telecom customer service transactions
- Design & Delivery of process improvements by means of streamlined quality function and other process improvement
- Exposure of US Telecom model and Models Asian continents customer service (Etisalat, Jawwy by STC etc
- Exposure of establishing E-commerce vendor location for the largest E-Commerce player in SEA
- Ability to grasp, learn and succeed in diverse business streams
- Exposure to six sigma and COPC standards
- Achievements:
- Part of Digital CORE improvement team to build a robust training model of for organizational teams while dealing with new businesses/potential clients
- Completed Ad-hoc assignment of CSAT improvement for a local food aggregator client
- Working as a capacity of Training & Quality Manager for advisor span of 1500 (, Part of core seed team to establish the new, vendor site) in Indonesia, Thiland
Deputy Manager
07.2014 - 08.2018
- Responsibilities Include:
- Managing the Quality function for US 2nd largest Telco
- Managing a team of 40 Quality Analysts with peers mapped to approx
- 1000 agents on the floor
- Managing hiring/training and coaching of QAs
- Ensuring that the quality scores meets the client expectation with a flawless audit process
- Ensuring that delivery timelines are adhered to or within the tolerance limit specified by the process heads and wherever applicable reducing / increasing the support to yield best possible results
- Ensuring QA’s utilization by assigning tasks to the them on weekly basis and tracking their utilization
- Creating/Editing processes for the current quality model to have a standard approach
- Evaluating QA based on the KRAs / Responsibilities, evaluate the performance of the QAs on monthly and yearly basis
- Client interaction/Call handling/Reports preparation/Data preservation/Audit compliance
- Maintaining a sync between LOB (Chat/BO) so that they can work in coordination to resolve end customers’ issue within the site
- BQ management basis performance
- Governing the PLI program for performance improvement
- Management/TNA based refresher calendars/process and culture knowledge tests
- Effective update dissemination on floor so that entire floor should be aware of the latest product/policy changes
- Conducting tests/assessments to gauge the knowledge of individuals on the floor
- Transitioning of new LOBs within the process.
01.2017 - 01.2018
- Part of seed team supporting Concentrix’s first ever office in Saudi Arabia for a Telco project (2016)
- Transitioned a leading health insurance provider’s E-care business in 2015 for Banglore location
- Idea validation POC for organization’s internal idea/best practice portal
- Talent Spark 2010 and 2015 – Identified as the Top Talent (10% across all processes/accounts)
- Got various STAR/GEM/Managers Who Shine awards in each quarter of 2006 and 2008
- Awarded with the GEM (Going the Extra Mile) award in 2012 for being the best Quality AM
- Awarded as the Best Customer Care Specialist for the year 2006 all over Concentrix (Erstwhile IBM Daksh on the IBM Day)
- Was awarded as Shining Star for 3 times in a year
- Received an award of $1000 from Vendor Director Yahoo! for outstanding contribution and innovative ideas (2006) 1
- Professional Experience – Concentrix India (erstwhile IBM GPS - Global Process Services)
Assistant Manager Quality
05.2010 - 06.2014
- Responsible for QA induction, Chat process updates, LOB / Process transitions for Chat and BO
- Running Outlier Management Programs on the Operations floor
- SPOC for the site performance in terms of communication with the Client (Sprint) on Bi-weekly meetings
- Responsible for Client Driven quality framework whenever any change is implemented in products/services of Sprint Telecommunications (client)
- Scheduling and alignment of QAs according to the support required for floor teams
- Managing calibration among QAs/client and among the floor teams
- Designation
Lead
DM
07.2008 - 04.2010
- Quality
- Responsibilities Included:
- Providing customer service via email to world’s largest email portal (Yahoo!)
- Core handling included troubleshooting Yahoo! Mail portal/Business Mail services and Mail Premium services
- Maintaining quality of responses by stringent audit and feedback process
- Coaching and feedback sessions with the customer care specialists
- Live conferencing with client for real time resolution of customer’s issue
- Value additions/Recommending ways to improve the product
- Part of team member transition Yahoo! Messenger
- Led the team that transitioned Yahoo! Front Page
Technical Support, Merchant
05.2006 - 07.2008
- Team Leader, Providing customer service via email to US Web Hosting and Merchant Solution business customers by troubleshooting their technical issues
- Making changes to the Web site hosted on Client’s platform and designing basic online stores for the customers
- Part of Tier 2 group that involved in handling level 1 agents’ escalations
Manager
NiceTec Private limited
Bilaspur
01.2004 - 05.2006
- Head of Center Operations, Managing Day to Day center activities
- Scheduling of classes for graduate courses like BCA, PGDCA etc
- Taken corporate training for various corporate clients like SECL, Lafarge etc
- Providing training of MS-office, DBMS to employees of these organizations
Education
U.P. Board
PCM - undefined
U.P. board
MCA - Computer Application
GG University
Computer Application
GG University
Skills
Knowledge ofundefined
Certification
Six sigma Green Belt certified- Project (improvement in CSAT scores for E-commerce CSAT scores)
Accomplishments
- Collaborated with team of 100 in the Transitioning 4 Back Office Projects of Payment Operations,Handset return, Money Back Guarantee, Back office Fall Out Projects.
Software
Excel
Powerpoint
PowerBI
TourchCommerce Customer Engagement
SanpEngage customer Engagement
Live Person OmnichannelCustomer Engagement Portal
EGain Customer Omnichannel Portal
Salesforce as a CRM
Sugar CRM
KANA Email client
Different Insights Portals available online
Interests
Reading about Customer Experience Trends & Technique, PEX, Digital Channels, Telco Businesses across the globe
Timeline
Manager I
08.2018 - Current
E-commerce
01.2018 - Current
01.2017 - 01.2018
Deputy Manager
07.2014 - 08.2018
Assistant Manager Quality
05.2010 - 06.2014
Lead
DM
07.2008 - 04.2010
Technical Support, Merchant
05.2006 - 07.2008
Manager
NiceTec Private limited
01.2004 - 05.2006
U.P. Board
PCM - undefined
U.P. board
MCA - Computer Application
GG University
Computer Application
GG University
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