PRABHU VARADARAJAN
Chennai
Summary
Experienced professional with 10 years in client service and operations. Expert at boosting customer satisfaction and operational efficiency. Strong leader with skills in problem-solving, process improvement, and client relations. Proficient in data analysis for strategic decision-making. Ready to contribute to a client-centric organization.
Overview
10
10
years of professional experience
Work History
Senior Executive (Operations & Client Support)
Dun & Bradstreet
2021.12 - 2023.08
- Managed and improved client service and operational delivery functions, including handling SLAs, managing escalations, overseeing client onboarding, and providing phone and email support.
- Executed strategic plans aligning service objectives with organizational goals.
- Directed the high-performance client service team and operations team, nurturing executive-level relationships, fostering partnerships, and managing SLAs.
- Implemented refined operational processes, enhancing excellence, streamlining workflows, and improving metrics.
- Collaborated cross-departmentally for an integrated client experience, including managing transaction inquiries and settlement processes.
Established and monitored KPIs, leveraging data analytics for continuous improvement. - Attracted, developed, and retained top talent by implementing comprehensive training programs.
Demonstrated agility in crisis management and proactive problem-solving for a resilient operational framework. - Executed onboarding and retention strategies, thereby boosting client satisfaction and loyalty.
Managed client notifications and ensured client tool access for seamless service. - Presented executive-level reports, offering insights and recommendations to senior leadership.
Researched customer inquiries utilizing available resources and documented findings for accurate resolution. - Provided support in transaction inquiries and settlements, resolving issues related to out-of-balance transactions and ensuring accurate processing.
- Facilitated client tool access, ensuring clients can utilize all available resources effectively.
Engaged in continuous research and answered questions related to client data, transaction history, and system anomalies.
Senior Executive
Bhadra International India Pvt Ltd
2017.05 - 2021.05
- Supervised daily operations of customer service, airside operations, Cargo Operations team
- Ensured timely and accurate adherence to SLA for on-time departures, arrivals, and customer services
- Promptly reported and documented safety and security incidents, ensuring compliance with aviation regulations and Provided training for new hires
- Investigated and resolved escalated customer issues, liaising with relevant departments for swift solutions
- Implemented and upheld policies on working conditions, performance, discipline, and absence management
- Managed weight and balance of aircraft, ensuring safe and efficient load distribution
- Collaborated with internal and external departments, business partners, and aviation authorities to enhance operations and customer experience.
Executive
Bhadra International India Pvt Ltd
2015.04 - 2017.04
- Managed escalated customer inquiries, complaints, and complex issues, providing timely and effective resolutions
- Oversaw check-in, ticketing, and boarding procedures, ensuring adherence to airline policies and service standards
- Collaborated with other departments to optimize operational efficiency and enhance the customer experience.
Junior Executive
Bhadra International India Pvt Ltd
2013.05 - 2015.03
- Assisted customers with check-in procedures, ticketing, and boarding processes
- Addressed customer inquiries regarding flight schedules, delays, and cancellations
- Managed baggage handling, including tagging, tracking, and resolving issues.
Education
MBA - Aviation Management
Hindustan University
Chennai, TN04.2013
Bachelor of Science - Computer Science
Madras University
Chennai, TN06.2011
Skills
- Domain: COPS, DEWS, DBIA, UNITY, APLAN ALTEA CM / FM
- Microsoft 360: Excel, Power point, Word, Windows OS
- Media: Adobe Illustrator, Wonder share filmora, Audacity
- Pursuing: Power BI, Power Automate, SEO, Professional Trading
Accomplishments
- Cost Optimization, Reduced operational costs by 15% through the implementation of streamlined workflows and process optimizations.
- Response Time, Led a high-performance Operations team, resulting in a 40% improvement in response times and issue resolution.
- SLA Management, Successfully implemented SLA management, ensuring 95% compliance and meeting service level agreements consistently.
- Escalation Management, Reduced the number of escalations by 40%, enhancing client satisfaction and trust.
Languages
English - Fluent
Tamil - Native
Hindi - Intermediate
Industryexpertise
- Client Retention, Kaizen Analysis, Quality Assurance
- SLA Management, Time Management, Process Optimization
- Strategic Planning, Leadership, Workflow Management
References
Mr. Prajish Menon, Manager - CS & Operations, Dun & Bradstreet, +91-94955-28956, menonp@dnbsame.com
Projects
Market Research - BIR, BRR, DUNS & DRS, CCAM, ESG
Timeline
Senior Executive (Operations & Client Support)
Dun & Bradstreet
2021.12 - 2023.08
Senior Executive
Bhadra International India Pvt Ltd
2017.05 - 2021.05
Executive
Bhadra International India Pvt Ltd
2015.04 - 2017.04
Junior Executive
Bhadra International India Pvt Ltd
2013.05 - 2015.03
MBA - Aviation Management
Hindustan University
Bachelor of Science - Computer Science
Madras University
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