P PRAKASH
Project Lead/Customer Service /Channel Management
Coimbatore
Summary
PROFILE OVERVIEW 20 Plus years of proven expertise in Project Management ,Customer Service, Sales/MIS Management ,Collection, , Retention and Complaint Management across Telecom domain Career-focused professional, working with cross-functional teams in the delivery of process improvement and issue resolution to attain business and financial goals. Ability to conduct meticulous gap analysis while successfully re-engineering key business processes to increase operational efficiency and alignment of business unit objectives. Create detail business analysis, outline problems, opportunities and solutions for a business, and define project requirements by identifying project milestones, phases and elements. Skilled in mapping clients' business requirements and translating these requirements into functional specifications, services, implementations and custom designing solutions Out-of-the-box thinker renowned for responding to and effectively resolving the escalated issues from employees or vendors.
Overview
22
22
years of professional experience
4022
4022
years of post-secondary education
2
2
Languages
Work History
Project Lead
SSQ INFRATEL
01.2024 - Current
- Partnered with project team members to identify and quickly address problems.
- Mentored junior team members, fostering professional growth and increasing overall team efficiency.
- Implemented best practices in documentation management systems that improved efficiency, accessibility, and security of project-related information.
- Collaborated with cross-functional teams to ensure seamless integration of various project components.
- Optimized resource utilization by accurately forecasting project needs and allocating resources accordingly throughout the project lifecycle.
- Enhanced client satisfaction by consistently delivering high-quality projects within budget and on schedule.
- Established strong relationships with clients, leading to repeat business and positive referrals for the company.
- Facilitated clear communication between internal departments, ensuring all parties remained aligned on goals throughout the duration of each project.
- Developed comprehensive project plans that clearly outlined objectives, timelines, budgets, risks, and success metrics for all stakeholders.
- Improved overall team performance by conducting regular performance evaluations and providing constructive feedback to facilitate professional growth.
- Improved project outcomes with rigorous risk management processes.
Project Coordinator
Sky Telecom
04.2017 - 12.2023
- Accountable for business analysis and documentation operations interacting with business users ensure to understand the business requirements and analyze ways to drive benefits for the business
- Create a detailed business analysis, outline problems, opportunities and solutions for a business, and define project requirements by identifying project milestones, phases and elements; forming project team
- Handle the complete project process from planning to execution of project, handle project budget and resource allocation for smooth operations and track project deliverables through proper use of tools
- Coordinate, assist and interact with various departments of the company; accountable for data management, compilation & generate reports
- Govern overall documentation and data management of the files ensures accuracy, precision and facilitate easy retrieval of records whenever required
- Monitor and update any change and modification to the technical documents, liaise with project team for the preparation of weekly /monthly report to be shared with HQ
Senior Executive - Complaint Management - ROTN
Tata Teleservices Pvt Ltd
11.2012 - 05.2017
- Accountable to drive the entire process of CAF Management across Coimbatore, Tirupur and Nilgiris zone while leading a team of 50 activation officers and 50 distributors
- Spearheaded quality CAF audit and processed for activation of pre & post paid connections, evaluated customer complaints and identified root cause and delivered permanent resolution within stipulated time
- Prepared MIS on CAF activation & pending reports daily, served as SPOC for zonal escalation for CAF management across
- Worked closely with CAF Collection Agency and Distributors for CAF collection and updation, delivered training to the team on CAF Quality periodically
- Attained 20% of monthly CAF targets while resolving customer complaints in 24 hours duration
Zonal Customer Services/Documentation Coordinator
Unitech Wireless TN Pvt. Ltd (UNINOR)
06.2010 - 08.2012
- Led the complete process for new SIM activation and migration along with customer queries across Coimbatore, Salem and Nilgiris with strict adherence to laws and policies
- Liaise with sales team through effective management of schedules, filed important documents and communicated relevant information to the team also monitored team's progress identify shortcomings and propose improvements
- Managed financial and non-financial data in electronic form and presented reports, supported in preparing and organizing of promotional material or events with strict adherence to laws and policies
- Coordinated with team and prepared MIS reports on CAF activation, nurtured healthy relationship with distributors for CAF collections and updates
- Ensured to inform clients in case of any unforeseen delays, visited DTR places every month and coordinated with CSD department for AVAM updation
Senior Executive - Complaint Management - ROTN
TATA Teleservices Limited
01.2003 - 05.2010
- Accountable to understand and manage technical/non technical complaints for across all business units - postpaid, prepaid, enterprise and public telephony while managing a team of 50 members and guiding them to handle backend operations in coordination with field teams
- Secured 100% achievement for resolving technical/non technical issues with the SLA time and reduced 100 % customer complaints by addressing the bottle necks in the process
- Worked closely with centralized backend team for resolving non technical complaints related to service, agency, installation, billing collection, churn, account related change, DEL change, shifting, instrument changes and refund process
- Ensured special attention to premium members and resolve their queries on priority, actively involved in random audit process for field repair complaints with focus to enhance process quality
- Guided in preparing and processing vendor bills, delivered training to field junior engineers during new product launch and new process implementation and liaised with backend teams for Login, AV, Activations and Recharge card sales and IN related matters
- Governed the complete compliant process cycle covering login, AV/CV activations, collections, finance, SCM and IT, handled E2E activities in public telephony business
- Appointed to handle the technicalities related to installation and repair operation for the UTP & PTB function products - walky, public telephone booth, worked on service level agreement and ensured to deliver sophisticated services for all customer
- Accountable to collate and generate details on regular activities of repair analysis reports for Salem & Erode (MTTI, MTTR, SLA)
- Carried out audit on reconciliation report against the physical stock, connected with assigned team to return the faulty stocks
- Analyzed and prepared monthly MIS for repair and AV/CV reports prior to installation, oversaw daily repair technicians activities while managing repair stocks and stock movements
- Handled the installation of fixed wireless line telephones for postpaid customers and public telephone booth for postpaid PTB customers
- Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
- Implemented comprehensive risk management strategies to protect the organization from unforeseen financial pitfalls.
Education
Bachelor of Computer Applications -
Alagappa University
04-2019
Diploma in Electronics & Communication Engineering -
Suguna Polytechnic
05-2002
Skills
MIS Management
Sales and Documentation
Relationship Management
Operations Management
Retention and Complaint Management
Customer Service
Complaint & Query Management
Product and Process management
Project management
Team motivation
Project planning
Project documentation
Process improvement
Project coordination
Escalation Management
Quality Assurance/ Management
Team Management
Training and development
MS Excel
Advanced Excel
CRM
Meta solve
Personal Information
Gender: Male
Date of Birth: 05/05/81
Martial Status:Married
Timeline
Project Lead
SSQ INFRATEL
01.2024 - Current
Project Coordinator
Sky Telecom
04.2017 - 12.2023
Senior Executive - Complaint Management - ROTN
Tata Teleservices Pvt Ltd
11.2012 - 05.2017
Zonal Customer Services/Documentation Coordinator
Unitech Wireless TN Pvt. Ltd (UNINOR)
06.2010 - 08.2012
Senior Executive - Complaint Management - ROTN
TATA Teleservices Limited
01.2003 - 05.2010
Bachelor of Computer Applications -
Alagappa University
Diploma in Electronics & Communication Engineering -
Suguna Polytechnic