Abhinav Prakash

• Leadership role managing the growth of base & New business with strategic initiatives, building revenue pipeline for revenue growth.
• Optimizing client satisfaction and retention through proactive relationship management, swift problem resolution, and proper management of client requests and internal priorities for an on-demand delivery e-commerce Client with annual revenue of over $90MN.
• Function as the primary contact for the clients for end-to-end business performance & escalations.
• Help align delivery capability to pipeline demand. Design scaled operations with a data-oriented approach. Provide vision and leadership for business.
• Qualify new business opportunities and Partner with enabling functions to ensure contractual and other execution-related requirements are met.
• Driver of the sales process; opportunity qualification and development, RFP/RFI proposal development and customer reviews, negotiations, and deal closure.
• Solutioning - Participate and Lead solution discussions & workouts with internal functional teams –through the deal lifecycle to develop a robust solution.
• Strategy: Lead cross-functional strategic planning activities to plan budgets, expansion plans, and operational plans.
• P&L: Manage P&L of the business operations, including the development & execution of the overall business strategy.
• Operations: Drive operational improvements for contact center operations, including optimizing resource allocation within and across teams, improving operational effectiveness, quality, and performance against SLAs.
• Client Satisfaction: Ensure client satisfaction. Become the 'Voice of the Customer' and establish strong relationships with clients.
• Business Growth: Lead & collaborate efforts with the solutions team for market opportunities. Support business growth by collaborating with Sales & marketing across geographies.
• Successfully contributed over $4 MN in revenue for 2021 through growth on base and launching new lines of business.
• Achieving an average score NPS score of 9 in Q4 by maintaining a trusted relationship with all client partners.
• Maintained consistent client trust and relationship consistency with new partners during change in client Organization.

Consulting role, responsible for building and setting up a travel team, implementing process guidelines and overseeing community outreach programs

Key KRAs:

- Build relationship & sustain pipelines with government bodies, leveraging the Organization products

- Actively engaging with a target community to identify needs, promote available services, and build relationships by organizing events

- Collaborate with local organizations, government agencies, and other stakeholders to leverage resources and coordinate efforts for maximum impact

• Head of Transitions & PMO responsible for transition of new clients Operations for process, people and technology for voice support, back office and digital channels and drive Transformation & change management initiatives in Operations.
• Successful execution of transition of processes with end to end accountability. Establish Robust Project plan, clearly specifying various tollgates.
• Development of policies and procedures for program stakeholder management to ensure effective communication with Client and all identified stakeholders at all projects stages.
• Conduct post-project reviews including project performance and improvements in order to demonstrate the impact and provide the required information to stakeholders.
• Work with the Business Development Team or Strategic Deal Team to build customized solutions for new client engagements to Facilitate RFP/RFI response and support solution designing.
• Leading all facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy.
• Setting the resource management strategy, managing the demand and supply dynamic. Managing project resources, including potential to provide line management for members of the change team.
• Design, organize and facilitate change activity with staff at all levels and external stakeholder.
• Led and facilitated weekly client meetings, tracked deliverables, resolved service issues, generated and presented reports, and collaborated with both internal departments as well as third party carriers.
• Led process improvements and initiatives that increased efficiency and enhanced brand credibility in the region.
• Provide expertise toward the development of new products and business development opportunities.
• The first point of escalation for clients and internal operations teams.
• Develop and administer corrective action and performance improvement plans.
• Successful implementation of 12 projects of diverse client resulting to addition of 1000 FTE’s and revenue of over 50 million USD.
• Improved 1% EBIDTA for a Voice Operations by improving KPI performance.
• Awarded by Management for successful project transitions & implementation for YR 2017.

• Program-manage cross functional teams to ensure seamless transition programs from Onshore to Quintiles India locations.
• Work closely with client on change management solutions and communication throughout the lifecycle of transition programs.
• Develop risk management and communication frameworks for transitions.
• Build, track and monitor project plan, milestones, schedule, governance & communication plan of solution development and transition.
• Responsible for ensuring the adherence to the Solution process and Transition methodology till smooth hand-off to operations.
• Recommend best practices in transition and ensure implementation to mitigate associated risks.

• Ownership of Managed Services Operations, SLAs/KPIs, Collaboration within Applications & Infrastructure teams.
• Responsible for people, process, financial planning, stakeholder & vendor management.
• Implementing Incident, Problem, Change & Release Management processes by adopting ITIL best practices for all accounts under transition.
• Planned and executed cross training of agents amongst similar process to reduce bench and increase employee motivation.
• Ensured high team morale leading to best in class Employee Retention.
• Oversee a portfolio of assigned clients and liaise between customers and organization's internal teams.
• Own and deliver on Business Process Improvement Plans of troubled accounts and overall health of other accounts.
• Ensure succession management and employee coaching in line with their career aspiration and development plan.
• Driving Quality transformation projects to improve efficiencies and achieve better profit margins.
• Establish cultural and behavioural excellence and develop high engagement across the team.

• To lead / assist in transitions, involving addition of new processes / customers and growth in existing processes.
• Understand and translate Client requirements into a structured solution framework.
• Due Diligence/Opportunity identification, process mapping, KT planning & implementation.
• Interact with the Line of Business Managers who would eventually be handling the Operations.
• Ensure and monitor for effectiveness of client SLAs and cost containment during the transition phase.
• Coordinate with support functions like Recruitment, Training and Technology to ensure implementation timelines.
• Creating measurement metrics, communication and reporting plans, failure mode analysis, issue logs and go-live checklists.
• Issue Management - Autonomy in resolving operational issues by understanding the context, constraints and possible work-around.

• People & Process management of 40 agents for 3 diverse processes, 2 Inbound Customer Service and 1 Back office process.
• Driving productivity targets on Customer critical Quality parameters (SLA’s).
• Manage day to day Call Center Operations delivery with zero surprises and zero disruption.
• Monthly performance review through one-on-ones.
• Employee Confirmation, Yearly performance review.
• Front Line Hiring for Associate and Middle Management Level.
• Created the Playbook/Job Description for Process Hiring.
• Pivotal role in Transition of multiple Customer Service Process for Automotive client for Auto-finance, Insurance & Transaction Process.
• SME for content development and knowledge transfer.
• Performance Management and Work force Management.