Pragyan Mishra
Hyderabad
Summary
Maximize my team leading experience in a challenging environment, guiding by example and utilizing vast experience in directing a team towards its objective within the deadlines and thus achieving the corporate goals.
Having overall 11+ years of professional experience in operations and program management in telecom and E-Commerce industry. Overall, 9+ years of experience as a People Manager of project team, maximized many great opportunities to work on challenging project, when two critical proficiencies of a Manager were developed tremendously. Handled large and complex engagements and executed turn around stories. Extensive experience in core operations management with a keen focus on program management, enhancing customer experience, continuous improvement initiatives, and digital transformation. Rich Experience in various functions of operation, strategic planning, process automation, program management and last mile cost optimization.
Overview
12
12
years of professional experience
Work History
Manager-I, Transportation
Amazon Development Center India Pvt.Ltd
Hyderabad
03.2021 - Current
- Leading a team with 50+ auditors and 3+ People Managers in last mile quality space
- Responsible for establishing and streamlining programmatic and operational processes for Last Mile Quality-Places Org
- Partnered with various internal and external stakeholders and established multiple pilot programs with high operational complexity for APAC, MENA and NA regions by setting-up and streamlining operations grounds-up
- Managed a program budget of $5M, optimizing resource allocation and reducing program costs by 20%
- Collaborated with cross-functional teams to identify and resolve program issues, resulting in a 30% reduction in program conflicts and a 20% increase in program success rate
- Developed and implemented a program evaluation tool that increased program efficiency by 25%
- Independently driving process excellence initiatives to re-engineer processes to quickly respond to business needs
- Implemented program policies and procedures, resulting in a 30% reduction in program errors and a 15% increase in program compliance
- Continuously evaluating existing tools and processes for employee engagement and task management, and propose solutions to invent and simplify for efficiency gains and high-quality throughput
- Collaborated with BI task force to automate auditor level stacks for Last Mile Places Org
- Supervised and groomed people managers
- Supported hiring up to Manager level.
Team Leader
Teleperformance India Pvt.Ltd
Hyderabad
04.2019 - 02.2021
- Assign all work assignments, commit the team to the work, manage productivity, quality and ETA of each projects assigned
- Monitoring team performance and providing feedback to the operators and advise team for improvement and development
- Propose new project developments ideas to the management team for better delivery of projects
- Provide accurate information the managers on key issues
- Manage team shrinkage and attrition across shifts
- Assisting manager in guiding the remote employees for work allocation, tracking production and assessing team work load
- Assist Manager in new project handling and update with progress
- Publishing Monthly performance report of the entire Project team with huge HC in a newsletter.
Team Leader
Interglobe Technology
Pune
07.2018 - 02.2019
- Attending calibration sessions with the Quality team on defining Ultimate Customer Experience how to operationalize it effectively to ensure the advisors get the same message and understand how to deliver it
- Monitoring chats to identify trends in advisor's knowledge, skills and on call behaviors to provide real time intervention on the chats to improve customer experience
- Reviewing NPS Exit Survey performance and customer feedback to gather insights on Not resolved detractor chats/calls to provide feedback to relevant advisors to improve customer experience
- Conducting regular coaching conversations with Advisors on performance scorecard (inputs from quality evaluations, NPS, Exit Surveys and TL evaluation) to enhance customer experience
- Handling customer escalations / sup chats to demonstrate customer centricity
- Managing cases raised by team ensure 100% audit adherence
- Taking ownership for Compliance within the team and ensuring zero instances of non-adherence
- Conducting regular Coaching conversations with Advisors on continuously improving efficiencies (AHT and service level)
- Analyzing trends in advisor's performance and variance to target and providing regular feedback coaching to improve KPI related metrics
- Ensuring Schedule adherence by monitoring driving real time adherence (RTA) leading his team from the front
- Managing team effectively to keep absenteeism attrition within threshold
- Providing timely, honest and constructive feedback (performance and behavioral) on a regular basis
- Conducting counselling sessions supporting each advisor through his / her challenges concerns, through regular and effective coaching
- Guiding and supporting advisor's development journeys based on their aspirations and performance
- Planning conducting activities to increase team engagement and driving fun at work, to enhance team bonding and employee satisfaction
- Ensuring advisor needs basics like their attendance, leaves, transport etc
- Are taken care of performance Management.
Team Leader
Wipro Limited
Pune
01.2018 - 06.2018
- Handled a new web chat process since transition
- Have supervised the team from training to process set up
- Inspired each and every team member to perform and produce their best
- Determined the duties and responsibilities of individual in a team
- Analyzed the individual performance of each team member and motivated team to perform even better
- Organized training workshops to improve the performance of the members who were lagging behind in terms of performance
- Analyzed the assigned projects and distributed tasks to the members as per their area of expertise
- Reported any problem or fault in the project to the project manager and supervisor
- Offered solutions to the top management regarding project related queries
- Managing quality score of teams and CSAT scores of all associates
- Product Analysis shared with client for process improvement
- Reviewing NPS Exit Survey performance and customer feedback to gather insights on Not Resolved detractor Chats to provide feedback to relevant advisors to improve customer experience
- Conducting regular coaching conversations with Advisors on performance scorecard (inputs from quality evaluations, NPS, Exit Surveys and TL evaluation) to enhance customer experience
- Handling customer escalations / sup chats to demonstrate customer centricity
- Managing cases raised by the team ensure 100% audit adherence
- Taking ownership for Compliance within the team and ensuring zero instances of non-adherence
- Conducting regular Coaching conversations with Advisors on continuously improving efficiencies (AHT and service level)
- Analyzing trends in advisor's performance and variance to target and providing regular feedback coaching to improve KPI related metrics
- Ensuring Schedule adherence by monitoring driving real time adherence (RTA) leading his team from the front
- Shared process suggestion with client for process improvement on a monthly basis.
Team Leader
Tech Mahindra
Pune
07.2014 - 08.2016
- Handled three processes such as e-mail, social media and backend process
- Inspired each and every team member to perform and produce their best
- Determined the duties and responsibilities of individual in a team
- Analyzed the individual performance of each team member and motivated team to perform even better
- Organized training workshops to improve the performance of the members who were lagging behind in terms of performance
- Analyzed the assigned projects and distributed tasks to the members as per their area of expertise
- Reported any problem or fault in the project to the project manager and supervisor
- Offered solutions to the top management regarding project related queries
- Managing quality score of teams, CSAT and TNPS scores of all associates
- Product Analysis shared with client for process improvement
- Shared process suggestion with client for process improvement on a monthly basis
- Since being a part of the recruiting panel, I used to identify right candidates with required skill set and experience and make sure that it should match with the requirement as per the job
- Reviewing NPS Exit Survey performance and customer feedback to gather insights on Not Resolved detractor emails to provide feedback to relevant advisors to improve customer experience
- Conducting regular coaching conversations with Advisors on performance scorecard (inputs from quality evaluations, NPS, Exit Surveys and TL evaluation) to enhance customer experience
- Handling customer escalations to demonstrate customer centricity
- Managing cases raised by the team ensure 100% audit adherence.
Customer Service Executive
Vodafone Essar Pvt Ltd.
Bangalore
03.2013 - 07.2014
- Handled customer queries, requests, and inquiries which include billing complaints, payment inquiry, and plan activation/deactivation
- Managed a high-volume workload within a deadline-driven environment
- Became the lead 'go-to' person for new reps and particularly challenging mails and calls as one of the company's primary mentors/trainers of both new and established employees
- Helped the company attain the highest customer service ratings (as determined by external auditors)
- Earned 100% marks in all categories including communication skills, problem resolution, and politeness
- Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus, and dependability in performance evaluations
- Completed voluntary customer service training to learn ways to enhance customer satisfaction and improve productivity
- Worked as a mentor and have trained Executives for Entry level
- Maintained service level and abandon rate.
Technical recruiter
Scarlett Wireless
Bangalore
09.2012 - 02.2013
- End to end recruitment: Sourcing, Staffing, scoping, and onboarding candidates
- Screening: shortlisting candidates sourced through portals (Monster, Career Builder, and LinkedIn) and validating them on their experience and interest in the role
- Lateral Hiring: Identifying right candidates with required Skill set and experience and make sure that it should match with the requirement as per the job
- Staffing: Preparing Requisition gathering template and sending it to corresponding sourcing lead to initiate the sourcing
- Shortlisting the profiles sourced and sending it to the respective hiring managers
- Calling candidates and explaining the job description
- Hiring inputs: Meeting hiring managers to understand niche skill profiles
- Negotiating pay rate/salary with the candidates as per company standard
- Formatting resumes
- MIS: Preparing reports on the number of closure, internal movements, and offer decline numbers to ensure the flow of work to reach the aspire rates
- Sending weekly.
Education
High School degree -
BSE
01.2005
Bachelor's degree in Science specialized in Physics -
Sambalpur university
Associate degree in Science -
CHSE
Skills
- Customer service
- Customer relationship management
- SLA management
- Team Management
- Team Leading
- Project Management
- Process Excellence
- Stakeholder Management
- Agile Framework
- Operations Management
- Program Management
- Microsoft Suite
- SQL
- Business Planning
- Team Building & Leadership
- Team Development
- Performance Management
- Strategic Planning
- Consumer Trend Analysis
- Policy Implementation
- Team Leadership
- Quality Control Management
- Documentation Management
- Expectation Setting
- Resources Allocation
- Team Collaboration
- Operations Supervision
- Data Analytics
- System Optimization
- Revenue Development
- Training Program Conduction
- Inventory Management
- Operating System Management
- Cross-Functional Team Management
- Risk Mitigation Planning
Accomplishments
- Was awarded as a best customer care executive and also awarded as an aggregate quality scorer for the month of July 2013 in Vodafone
- Was awarded as top scorer of the year during graduation in the month of July 2009
- Have received "PAT ON THE BACK" award thrice in the month of Jan/Feb'17 and Jul'17 as Best Team Leader in Tech Mahindra
- Have received "GEM Award - Going that extra Mile" in Sep 2020 as best Pod Lead in Teleperformance
- Have received "ABCD-To recognize employees who stretch and contribute over and above their work related KPIs" in Q1'22 in Amazon.
Correspondence Address
Flat no:610, C-Block, 6th floor, Kendriya Vihar Phase- III, Gayatri nagar Colony, Hyderabad, 500091, India
Personal Information
- Date of Birth: 05/25/1990
- Marital Status: Married
Extracurricular Activities
Participation in Debate and singing Competitions at University level. Hobbies: Listening Music, Cooking, reading novels
Disclaimer
I hereby declare that all the information provided above is true to the best of my knowledge.
Languages
- English
- Hindi
- Odiya
Languages
English
Intermediate
B1
Hindi
Proficient
C2
Timeline
Manager-I, Transportation
Amazon Development Center India Pvt.Ltd
03.2021 - Current
Team Leader
Teleperformance India Pvt.Ltd
04.2019 - 02.2021
Team Leader
Interglobe Technology
07.2018 - 02.2019
Team Leader
Wipro Limited
01.2018 - 06.2018
Team Leader
Tech Mahindra
07.2014 - 08.2016
Customer Service Executive
Vodafone Essar Pvt Ltd.
03.2013 - 07.2014
Technical recruiter
Scarlett Wireless
09.2012 - 02.2013
High School degree -
BSE
Bachelor's degree in Science specialized in Physics -
Sambalpur university
Associate degree in Science -
CHSE
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