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Prasad Joshi

Senior Manager operations at Tatwa Technologies LTD.

PROFILE SUMMARY

  • A thorough professional with more than 16  years of experience in Operations Management, Process  Management, Transition Management, Customer Service Delivery Operations ,Sales ,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.
  • Managed Operations for multiple centers simultaneously for Telecom prepaid accounts and ensured effective and efficient delivery of results.
  • Work closely with WFM and MIS team on forecasting and manpower scheduling ,Improving agent utilization and structured reports.Providing real time solutions to the challenges faced. 
  • 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.

Team Management:

  • As a process head, Managing a team of 500+ in strength .This includes agents(450),TLs(23), QTL(1), Q.As (16),Trainers(8),A.Ms(6), & OMs(2)
  • Drive the team on all  KPI to ensure results are delivered  on parameters defined .
  • Conduct periodical reviews to ensure that team performance on par with customer/ client’s expectation.Identifying areas of improvement and assigning the respective managers to deliver results.
  • Identifies loopholes and works towards improving Productivity & scheduled adherence.
  • Planning skill  & behavior improvement training for 1st and 2nd level supervisors.
  • Ensure customer satisfaction by ensuring high quality service delivery.
  • To motivate team,conducting regular Rewards and recognition for team players.

Strategic Management:

  • strategy planning for the process periodically to ensure smooth delivery month on month yielding effective and efficient results to the Organization
  • Discussing the  strategies with higher ups  and making changes according to their expectations
  • Ensuring strategic decisions taken are being implemented for the process  and make real time corrections to ensure delivery of expected results
  • Involving in strategic planning  for new business proposals along with BD team.

P & L Management:

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

Client /Customer relationship Management:

  • Deliver exceptional & Better customer services in order to increase client & customer satisfaction, Identifying and  facilitating new business opportunities.
  • 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.

Transition management :

  • Managed 6 transitions successfully at 7 different centers from 2009 to 2015 .
  • 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.

Work History

Designation(Process)

Organization

Time

Locations

Senior Manager Operations(Account Head-Videocon D2H)

Tatwa Technologies LTD

2015 - Present

    Bhubaneswar

Operations Manager(Tata DoCoMo and Telenor Prepaid)

Tata Business Support Services LTD

2013 - 2015

Hyderabad/Kundapura/

Bellary/Ethakota

Team Manager Operations(Tata Sky & Tata Docomo prepaid)

Tata Business Support Services LTD

2009 - 2013

Hyderabad/Jamshedpur/Chennai

Sr. Team Leader-Operations(Tata Sky)

Tata Business Support Services LTD

2008 - 2009

Hyderabad

Team Leader-Operations(Tata Sky)

Tata Business Support Services LTD

2007-2008

Hyderabad

Customer care Executive(Tata Sky)

Tata Business Support Services LTD

2006 - 2007

Hyderabad

Customer care Executive(Tata indicom walky)

Orion Dialog PVT LTD

2005-2006

Hyderabad

Sales Executive

Vadiraj Sales Corporation

2000-2005

Gulbarga

Professional Skills

Operations Management,Service delivery,customer Service,Customer Experience,Team management,Utilization improvement,Strategic management,Revenue improvement,P&L Management,KPIs achievement,Cost Management,Transition Management,Team Management,Revenue enhancement.

Achievements

Achievements:

  • Rewarded  as “Tatwa Jyoti” for highest standard of excellence in Service delivery for the organization in 2016.
  • Certified Apraisal Team Member for CMMI -SCAMPI  from "Prominds Global"  in 2016
  • Best center” recognition 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.

 EDUCATIONAL & PROFESSIONAL CREDENTIALS

Year Course Institute Avg Score Board
1995-1998 B.CoM N.V. Degree Collage  64% Gulbarga University
1993-1995 10+2 J.S.S collage  49% P.U.C
1993 10 K.E.Board's High school 79% S.S.L.C

Computer Skills : Windows OS, MS Office, Internet and Email Applications.

Languages known: English, Hindi &Kannada

Marital Status : Married

Date Of Birth 9th March1977

Interests Playing Chess, Cross words and Travelling