Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Accomplishments
Timeline
Generic
Aman Prakash

Aman Prakash

Bengalore,Karnataka

Summary

Hardworking and motivated Team Leader with 8 years of experience and a record of success in the Customer service industry. Collaborative leader with dedication to partnering with coworkers to promote an engaged, empowering work culture Solid history balancing team performance, customer service targets, and business objectives. Documented strengths in building and maintaining relationships with a diverse range of stakeholders in dynamic, fast-paced settings.

Overview

2
2
years of professional experience
1
1
Certification

Work History

Technical Team Leader

Infosys BPM
07.2022 - Current
  • Developed training materials for team members to improve technical skills, Analyzing the outage and workaround.
  • Conducted regular performance reviews with direct reports.
  • Coordinated with stakeholders to ensure alignment between business objectives and technical implementation plans.
  • Managed a team of 25 Technical support agents.
  • Managed 25 members' workflow, attendance roaster, and their performance to achieve the productivity of the business requirement.
  • Developed comprehensive technical documentation to facilitate knowledge sharing and improve product understanding.
  • Reviewed completed work to verify consistency and quality.
  • One-on-one discussion with direct team members to drive KPI & KRA.
  • Increased customer satisfaction through efficient issue resolution and proactive communication of updates.
  • Mentored junior team members with technical guidance and professional development support.

Assistance Manager Customer Care

Teleperformance
  • Created monthly reports for senior management summarizing operational performance metrics.
  • Maintained up-to-date records of employee attendance, Shrinkage and prepare Manpower planning based on Client requirement.
  • Analyzed customer feedback data to develop action plans for improving services offered.

Senior Lead

One Point One solution
  • Conducted regular performance reviews and provided feedback to team members.
  • Monitored staff performance through observation, audits and reports.
  • Organized weekly meetings to review progress against goals and objectives.
  • Creating WBR and MBR and Attending reviews.
  • Identified opportunities for process improvements to increase efficiency and effectiveness.
  • Managed day-to-day operations of the department while ensuring high standards of quality control.
  • Interviewed and selected potential new team members from list of candidates recommended by recruitment team.

Education

Bachelor of Technology - Computer Science

CHALAPATHI INSTITUTE OF TECHNOLOGY
Bihar
06.2017

High School Diploma -

BIHAR BOARD
Bihar Board
01.2013

Skills

  • Vast understanding for Fish-bone, Ishikawa, DMAC, Pareto Diagram and Analysis
  • Strategic Planning
  • Workforce Management
  • Complex Problem-Solving
  • Complaint resolution
  • Quality Improvement
  • Documentation And Reporting
  • Service Level Agreements
  • SOP Adherence
  • Goal Setting
  • Team Leadership

Accomplishments

  • Productivity Champ & Best Quality Performer Lead

Certification

  • Role Essentials - Behavioral - JL4
  • Building a Winning Team
  • Career and Career Movements
  • Generative AI
  • Data Privacy and Privacy by Design
  • FP-Speaking Skills
  • Coaching of Success
  • ITIL Awareness
  • Retail banking
  • Service Desk Incident Management
  • Managing Team In a Hybrid Environment
  • Career Conversations
  • Competency Based Interviewing
  • Cultural Intelligence
  • Building Accountable and ownership
  • Impactful Presentation Skills
  • Business writing
  • Microsoft Excel and Advanced Excel ,Google sheet
  • Google Suits and Workspace Administration.
  • SQL, MYSQL.
  • Vector Analyzing tool.

Languages

English
Bilingual or Proficient (C2)
Hindhi
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
Kanada
Upper intermediate (B2)

Accomplishments

  • Productivity Champ & Best quality Performer Lead

Timeline

Technical Team Leader

Infosys BPM
07.2022 - Current

Assistance Manager Customer Care

Teleperformance

Senior Lead

One Point One solution

Bachelor of Technology - Computer Science

CHALAPATHI INSTITUTE OF TECHNOLOGY

High School Diploma -

BIHAR BOARD

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Aman Prakash