Jay Prakash

Project Name: CRM Next.(Agile)

Job descriptions:

• Resolved escalated customer issues in a timely manner while maintaining positive relationships.
• Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
• Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
• Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
• Created detailed reports on project progress, metrics, and results for stakeholders' review.
• Offered one-on-one support for team members and managers to drive continuous improvement.
• Set specific goals for projects to measure progress and evaluate end results.
• Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
• Oversaw quality control to identify inconsistencies and malfunctions.

Project Name: Kotak 811( Waterfall) - Online banking app to process online account application forms.

• Analyzed data from various sources to develop insights into business performance trends.
• Identified potential risks associated with decision making activities at the executive level.
• Coordinated with other departments on projects related to the Chief Manager role.
• Directed budgeting process, allocating resources and setting financial goals.
• Spearheaded new initiatives for enhancing productivity, efficiency, and quality control measures within the organization.
• Collaborated with executive management in setting long-term objectives and short-term goals.
• Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Project Name: WMS (Waterfall)

• Wealth Management system developed for HNIs clients and their overall relationships.

Job descriptions:

• Contributed towards long term planning efforts by providing insights into current market trends.
• Conducted regular meetings with stakeholders to review performance against goals and objectives.
• Prepared presentations for executive level audiences regarding project updates or accomplishments.
• Reviewed existing policies and procedures related to operations, finance, human resources.
• Developed strategic plans to increase efficiency across all departments while reducing overall costs.
• Created training materials and facilitated workshops to ensure staff was up-to-date on industry best practices.
• Managed relationships with external partners such as consultants, vendors, contractors.
• Monitored progress by establishing plans, budgets and measuring results.

Job descriptions:

• Analyzed data from various sources to develop insights into business performance trends.
• Identified potential risks associated with decision making activities at the executive level.
• Developed and implemented organizational policies and procedures.
• Coordinated with other departments on projects related to developments.
• Created strategies for mitigating these risks while maximizing potential rewards.
• Directed budgeting process, allocating resources and setting financial goals.
• Collaborated with executive management in setting long-term objectives and short-term goals.
• Developed effective methods for tracking performance metrics across teams.
• Oversaw operational performance of team, ensuring compliance with company standards.

Project Name: Flex cube (Agile Model)

Job descriptions:

• Banking application developed for daily transactions, verifications, generate reports, SOA, Loan Proposal (WC, unsecured loans), tracking of inventories and for various service requests.
• Created technical documentation including system diagrams, process flow charts, and white papers.
• Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
• Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
• Offered one-on-one support for team members and managers to drive continuous improvement.
• Set specific goals for projects to measure progress and evaluate end results.
• Oversaw quality control to identify inconsistencies and malfunctions.
• Wrote and submitted reports on industry trends, prompting managers to develop business plans.

Project Name: CRM (Agile Model), Colors (Waterfall model), I view (Agile).

Job descriptions:

• Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
• Investigated customer complaints in order to determine root cause then implemented corrective action plans accordingly.
• Created detailed reports on project progress, metrics, and results for stakeholders' review.
• Created technical documentation including system diagrams, process flow charts, and white papers.
• Mentored junior staff members on best practices related to product design and implementation strategies.
• Offered one-on-one support for team members and managers to drive continuous improvement.
• Identified needs of customers promptly and efficiently.
• Analyzed company's expenditures and developed financial models.
• Set specific goals for projects to measure progress and evaluate end results.
• Audited company's legal documents to verify compliant policies and procedures.
• Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
• Act as a liaison between technical teams and business units to ensure clear communication.
• Engage with stakeholders to gather requirements, feedback, and insights.
• Utilized document management system to organize company files, keeping up-to-date and easily accessible data.

Project Name: I Mobile (Agile Model) and Credit Card (Waterfall Model).

Job descriptions:

• Collaborate with stakeholders to gather and document business requirements.
• Conduct interviews, surveys, and workshops to elicit information.
• Analyze business processes and workflows to identify areas for improvement.
• Develop detailed business requirements documents, use cases, and process maps.
• Create and maintain documentation related to business requirements, processes, and systems.
• Work with technical teams to design solutions that meet business needs.
• Ensure solutions align with organizational goals and comply with relevant standards.
• Assist in project planning, including defining scope, timelines, and resources.
• Track project progress and ensure deliverables meet quality standards.
• Analyzed existing systems and processes to identify areas of improvement.
• Conducted interviews with subject matter experts to gather information on existing systems and procedures.
• Gathered feedback from end users regarding usability issues related to applications or systems.
• Identified opportunities for cost savings through process automation initiatives.
• Translated user needs into actionable items that could be addressed by IT teams.
• Facilitated brainstorming sessions with cross-functional teams for problem solving activities.
• Identified gaps between current state and desired future state operations.

• Maintained accurate records of customer interactions and transactions in CRM, educated customers on products and services offered by the company.
• Handled escalated customer complaints and disputes in a professional manner and answered customer inquiries via telephone, email, and face-to-face contact.
• Provided customer service in a courteous and professional manner.
• Managed daily operations of the Customer Service Department. Updated internal databases with new account information as needed.
• Collaborated with other departments within the organization on various projects. Implemented best practices regarding customer service standards across all channels.
• Supported sales team members to drive growth and development.
• Identified potential opportunities to upsell products or services to customers.
• Ensured compliance with applicable laws and regulations related to customer service activities.
• Developed strategies to improve customer service processes and procedures.
• Trained new employees on company policies related to customer service practices.