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Prasad Joshi

Senior Manager operations at Tatwa Technologies LTD.

PROFILE SUMMARY

  • A thorough professional with more than 11  years of experience in Operations Management, Account Management, Transition Management, Customer Service Delivery Operations ,P&L management and Team Management in the BPO/BPM Industry.
  • Proficient in managing & leading teams for running successful service delivery & process operations and experience of implementing procedures, service standards for business excellence.
  • Demonstrated proficiency in executing operations related to performance management, vendor hiring / attrition, administrative duties, Revenue enhancement, cost management, etc
  • Deft in minimizing the attrition rate by increasing the employee satisfaction & motivation.
  • An effective leader with proven abilities in leading teams during the project phase, training & guiding team members and enabling knowledge sharing among the team.
  • Experienced with proven track record for delivering best results for Inbound, out bound and Back end Operations.
  • Experienced in managing Operations for Both DTH and telecom verticals.
  • Experience of leading ISO9001/27001 initiative for Operations Department

Key competencies 

Operations Management

  • Closely work on client KPI’s and drive the team to achieve the results on prescribed parameters.
  • As an account's head for DTH accounts for Tatwa Technologies, Responsible for P&L for the process.
  • Managed Operations for multiple centers simultaneously for Telecom prepaid accounts and ensured effective and efficient delivery of results.
  • Manpower planning, scheduling and providing real time solutions to challenges faced.
  • Closely worked on improving seat utilization, Revenue per agent &Seats.
  • Improving the process profitability and improving revenues.
  • Work closely with WFM and MIS team on forecasting and manpower scheduling ,Improving agent utilization and structured reports.
  • Identifying the re-engineering opportunities, running initiatives and projects improving operational excellence, Interprets standards and procedures.
  • Conducting periodical reviews and arrive action plans to improve the performance in Quality, Service Level, AHT, FTR, Up selling Targets etc.
  • Drive different KAIZEN Ideas which helps in process improvements.

Client /Customer relationship Management:

  • Provide customer service in order to increase client satisfaction, encourage program growth and facilitate new business inflow.
  • Ensure continuous interaction with the customer to make sure that areas of concern can be worked upon for improved service levels.
  • Monitor client relationship and program performance to meet and exceed client specifications.
  • Present reviews periodically to client and arrive on action plans on AOI’s.

Team Management:

  • Managing 2 Operations Managers and set of 6 A.Ms,25 Team Leaders , and overall manpower of 500+.
  • Drive OMs, DMs, TMs &TL’s on different KPI’s like SL, AHT, Up Selling FTR & Quality, CSAT etc.
  • Conduct periodical reviews to ensure that team performance on par with client’s expectation.
  • Identifying areas of improvement and assigning the respective managers to deliver results.
  • Planning skill development trainings for 1st and 2nd level supervisors.
  • Ensure customer satisfaction by ensuring high quality in calls.
  • Identifies loopholes and works towards improving Productivity & scheduled adherence.
  • To motivate team regular Rewards and recognitions for team players.

P & L Management:

  • As an head for DTH process is responsible for PnL for the process.
  • Providing proper cost benefit analysis(CBA) for proposed process  changes to the management.
  • Ensuring process achieves revenue targets as per AOP .
  • Improving Revenue  per agent (RPA) and revenue per seat(RPS)
  • Identifying additional revenue improvement  opportunities .
  • Minimizing cost and revenue leakages.

Transition management (Tata BSS):

  • Managed 6 transitions successfully at 7 different centers .
  • Have successfully managed Transitions at Jamshedpur, Kukatpally, Kundapura & Bellary for front end telecom Processes.
  • Have successfully managed transitions at Chennai for DTH Inbound and at Hyderabad for Back end operations.

Professional experience

  • A thorough professional with more than 10 years of experience in Operations Management, Account Management, Transition Management, Customer Service Delivery Operations ,P&L management and Team Management in the BPO/BPM Industry.
  • Proficient in managing & leading teams for running successful service delivery & process operations and experience of implementing procedures, service standards for business excellence.
  • Demonstrated proficiency in executing operations related to performance management, vendor hiring / attrition, administrative duties, Revenue enhancement, cost management, etc
  • Deft in minimizing the attrition rate by increasing the employee satisfaction & motivation.
  • An effective leader with proven abilities in leading teams during the project phase, training & guiding team members and enabling knowledge sharing among the team.
  • Experienced with proven track record for delivering best results for Inbound, out bound and Back end Operations.
  • Experienced in managing Operations for Both DTH and telecom verticals.

Experience of leading ISO9001/27001 initiative for Operations Department

Achievements

Achievements:

  • Rewarded “Tatwa Jyoti” for highest standard of excellence in Service delivery for the organization for 2015.
  • Certified Apraisal Team Member for CMMI -SCAMPI  from "Prominds Global"  in 2016
  • Best center” for client for up selling among client’s partners.
  • Ensured consistent performance improvements in all client KPIs and internal KPIs. Same has been appreciated by both client and internal leadership team.
  • Received" Extra Miler "Reward  twice in 2007 and 2008.
  • Received "WoW" performance reward  thrice in 2007,2008 & 2009
  • Have been appreciated by internal leadership team for quick turnaround to green P&L by improvements in Revenue and reduction in cost.
  • Ensured Processes head by me achieve basic KPIs SLs/ALs target even for a single month miss in last 2.5 years as Manager/Senior Manager operations.
  • Have been supporting the BD team with relevant inputs for process expansions and for new business acquisitions.

 EDUCATIONAL & PROFESSIONAL CREDENTIALS

  • Bachelor Degree in commerce from N.V college Gulbarga, Affiliated to Gulbarga University with aggregate score of 64.3%
  • Computer Skills ² Windows OS, MS Office, Internet and Email Applications.
  • Languages known: ² English, Hindi &Kannada
  • Marital Status ² Married
  • Date Of Birth ² 9th March1977
  • Interests ² Playing Chess, Cross words and Travelling