Mini Prashant
Bangalore
Summary
Dynamic Senior Customer Service Manager with a proven track record at Target Corporation Ltd, excelling in team leadership and process improvement. Expert in stakeholder engagement and project management, I drive operational efficiency and enhance service quality, fostering strong relationships and achieving high customer satisfaction. Passionate about delivering exceptional results.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Senior Customer Service Manager
Target Corporation Ltd
Bangalore
06.2024 - Current
- Provided leadership, guidance and support to customer service representatives.
- Built strong relationships with internal stakeholders across all levels of the business.
- Implemented innovative approaches to drive continuous improvement in service delivery.
- Interviewed, hired and trained staff to meet company objectives.
Senior Manager Client Services
Oracle India Pvt Ltd
Bangalore
06.2020 - 06.2024
- Led a team of Cloud Provisioning experts in product activation, remote implementations, and technical production.
- Managed system testing, user acceptance testing, and business requirement documents for Oracle Integration with Aconex.
- Oversaw contract drafting and license migration pricing details across NAMER, APAC, and EMEA regions.
- Played key role in migrating applications and cloud services to GFIC center in Bangalore.
- Initiated deal kickoff calls to engage stakeholders on deal-related issues and ensure alignment.
- Supported engagement calls with sales for input quality issues and facilitated necessary training sessions.
- Tracked learning life cycle of individual contributors while driving adherence to training methodology framework.
- Identified operational efficiency improvements and implemented changes to enhance service quality.
Manager/DM Deal Management and Pricing Operations
Oracle India Pvt Ltd
Bangalore
09.2012 - 05.2020
- Monitored daily operations and ensured compliance with company policies and regulations.
- Prepared monthly progress reports detailing achievements against set targets.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Developed and implemented strategies to increase customer satisfaction and loyalty.
- Monitored budgets and expenditures to ensure cost-effectiveness while maintaining quality standards.
Education
M.Sc. - Physics
Mumbai University
Mumbai05-2000
Skills
- Customer service
- Team leadership
- Process improvement
- Performance management
- Technical support
- Stakeholder engagement
- Project management
- Cross-functional collaboration
It Skills
- MS Office
- C
- C++
Personal Information
Date of Birth: 06/28/78
Languages
- English
- Tamil
- Malayalam
- Hindi
Training
- Excel in Excel training
- Interview Skills
- Train the trainer
- 5S training
- Business Presentation Skills
- People Management Training
- 8 Habits of Highly Accountable People
Previous Assignments
- Senior Manager Client Services, Oracle India Pvt Ltd, Bangalore, 06/01/20 - Present
- Operations Manager Deal Management, Oracle India Pvt Ltd, Bangalore, 03/01/16 - 05/31/20
- Assistant/Deputy Manager, Oracle India Pvt Ltd, Bangalore, 09/01/12 - 02/29/16
- Assistant Manager, HSBC BANK Ltd, Mumbai, 01/01/08 - 10/31/10
- Assistant Manager, ICICI Bank Ltd, Mumbai, 12/01/04 - 01/31/08
- Team Leader, Sitel India Pvt Ltd, Mumbai, 01/01/04 - 12/31/04
- Technical Facilitator, Wipro Spectramind Services, Mumbai, 01/01/03 - 01/31/04
- Technical Support Associate, Wipro Spectramind Services, Mumbai, 01/01/02 - 01/31/03
- Technical Trainer, NIIT LTD, Mumbai, 11/01/00 - 01/31/02
Professional Highlights
- YOY 50% dip in overall TAT for the Complex Migration through Operational Efficiency & Transformational projects driven in turn HC reduction and redeployment to other key projects/initiatives.
- Zero Escalation drive for the team with 60% reduction in escalations.
- Self Service adoption and Mapping projects in CLAM – 6% adoption rate with a scope of 26%.
- Recipient of One Red Team Award within 6 months in Oracle for Deal Collaboration and ensuring Customer Success.
- Single handedly managed the Transition of the Complex deals team to the SSC globally.
- Promoted as Deputy Manager in Oracle and assigned to manage the Managed & Monster Deals (Key Accounts) Team to lead a team of 20 based on Outstanding Global Performance.
- Led the Delivery Operations team through Operational Integration with system and process changes.
- Instrumental in leading the Team which won the best Team Award across organizations for exceeding performance.
- Designed the Supervisor Feedback Form, Team Goal sheets based on the KRA’s including Competency framework which is currently being used in Operations.
- Core Member of the System transformational (Whirl) project at HSBC.
- Successful engagement across different stakeholder groups – Drafting, Renewals, AR, Collections, and Booking imparting trainings on the Process.
Certification
- Oracle Cloud Foundations (OCI) Certification - 2023
References
References available upon request.
Timeline
Senior Customer Service Manager
Target Corporation Ltd
06.2024 - Current
Senior Manager Client Services
Oracle India Pvt Ltd
06.2020 - 06.2024
Manager/DM Deal Management and Pricing Operations
Oracle India Pvt Ltd
09.2012 - 05.2020
M.Sc. - Physics
Mumbai University
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