Mihir Pradhan

I am currently heading a Vertical called Virtual Studios and directly reporting to the COO. Managing a span of 500 Freelancers across India remotely.

• Developed project budgets and managed production costs.
• Coordinated production schedules and activities for animation shows for television network.
• Maintained project costs through careful budgeting and monitoring of expenditures.
• Project Deliveries and RCA for delays .
• Costing negotiations and Contracts management of Freelancers .
• Managing inhouse and Virtual studio deliveries and reporting to COO.
• Following up with outsource vendors and freelancers for deliveries.

• Managing total crew of 100 artist which includes 3 Supervisors 4 TL and 4 record-high customer satisfaction Coordinators.
• Maintain strong working relationship with management team and other department customer-focused teams.
• Allocation of resources and monitor Efficiency, Utilization of artist on daily basis.
• Developed project management roadmap to define project objectives, timelines and milestones.
• Maintained constructive client and vendor relationships.
• Built relationships with customers and managed accounts to drive revenue and profit.
• Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
• Built, supervised and mentored teams and leaders in receiving and inbound operations.
• Advanced productivity KPIs by leading trainings on procedures and safety practices.
• Conducted performance reviews each quarter, offering praise and recommendations for improvement.
• Accelerated efficiency of operations by controlling budgets, overseeing customer accounts, managing scheduling and driving meetings.
• Generated comprehensive reports regarding incidents, events and important business matters.
• Monitored metrics and developed actionable insights to improve efficiency and performance.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

• Leading a team of 40 QC Editors working on Quality Checks in the Localization business.
• Performing & Reviewing RCA and effectively implementing the corrective action plan. Issuing Performance improvement Plan and reviewing on a monthly basis Maintained detailed administrative and procedural processes to improve accuracy and efficiency for internal team.
• Trained new hires by implementing established database processes and reduced training period.
• Increased the accuracy over a period of 4 months by strict monitoring of processing, adding check, accountability and cross training.
• Reduced Processing time by having accurate procedure and tools in place for editors to perform checks.
• Ensure the team adheres to Deluxe Values & philosophies, policies, defined processes and business practices and procedures.
• Leads the daily/weekly status meeting with site leads, Sr Managers and Stakeholders to understand work load and allocate resources to support activities.
• Provide assignments to team members to manage and clearly communicate expected results to maintain sustainable performance.
• Coach and develop team members for building Organizational capability and create the second in line leadership team ready to take higher responsibilities.

• Leading team of 20+ associates and ensuring 100% target achievement.
• Responsible for training's of associates.
• Led payroll production for two locations(Pune & Hyd).
• Managed payroll data entry and processing for 100 + employees to comply with predetermined company guidelines.
• Client Calls and Updating team on new process.
• Escalation handling.
• Responsible for achieving KRAs.
• Preparing IDP.
• Conduct Rewards and Recognition programs.
• Manage front-end operations to ensure daily production volumes and targets are met.
• Associates one on one and appraisal discussion.
• Monthly dashboard reviews with clients and senior leadership team.
• Ensured team is meeting daily quality targets by having accurate audit procedures.
• Daily feedback and quality reports sent to team and senior leadership.
• Quality campaign conducted for team on monthly basis and ensure top performers highlighted and recognized for their achievements.
• TL and SME are measured on team quality and measured on each task.

• Team leader with Retention Portfolio.
• Responsible for 25 advisors for Direct upgrades sales skill set.
• Monitor daily operational performance to improve Efficiency and Customer experience.
• Handling escalation calls and monitoring calls for team to improve Customer Experience.
• Adhered to appropriate legal scripting when required.
• Interacted with customers professionally by phone, email or in-person to provide information and directed to desired staff members.
• Arranged corporate and office conferences for company employees and guests.
• Established and developed highly efficient and dependable administrative team by delivering ongoing coaching and motivation and fostering career advancement.
• Helped employees with day-to-day work and complex problems by applying motivational and analytical strategies.
• Daily Sales review.
• Creating and maintain team dashboard for management review.
• Managed CRM database, including troubleshooting, maintenance, updates and report generation.
• Create individual development plan for advisors on basis of their targets achieved.
• Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
• Work closely with Quality Team to increase efficiency of team.
• Developed highly-efficient administrative team through ongoing coaching and professional development opportunities.

• Responsible for team of 15 CSC Analysts, which includes one SME.
• Working for major sub businesses in Order Management(TP).
• Managing Order management process which involved in Order entry, Expediting orders, taking inbound and outbound calls, issuing credits and debits, releasing orders from hold and handling price variance in orders.
• Ensure Sales Orders are entered on time without missing TAT.
• Resolving disputes around pricing and availability of stocks.
• Maintain high productivity of processing orders and having zero errors policy.
• Ensure high customer satisfaction scores through quality and company standards.
• Create Individual Development Plans for Direct Reports based on performance trends Handle escalation calls.