Prajith P
Nellithanam, Manacaud.P.O, Trivandrum, Kerala
Summary
A competent professional with over 16 years of experience in Accounts, Customer Support, Quality & IT Support. Intend to build a career with leading corporate of hi-tech environment with committed & dedicated team, which will help me explore myself fully and realize my potential. Skilled in leading, recruiting, training & monitoring the performance of team members to ensure efficiency in operations and meeting of individual & group targets. Expertise in scheduling team assignments to achieve the pre-set goals within specific time. A versatile, analytical, self-motivated and hardworking person with practical hands-on approach. Comprehensive problem-solving abilities & Ability to deal with people diplomatically
Overview
16
16
years of professional experience
Work History
Senior Associate (Shift Lead), Support Team
EY GBS (India) Private Limited
Trivandrum
2014.12 - Current
- Business Support Team to support for 13 EY Applications used by External clients and EY Professionals
- L1 and L2 support provided for all technical and non-technical issues reported by the customers
- A semi voice international process which supports customers from all over the world
- Mode of support – Calls and Emails
- 24/5 support provided to customers
- Key Responsibilities
- Responding promptly to user queries about the Application/tools supported by the team (through email, phone, MS Teams)
- Conducting primary level trouble-shooting and escalating issues to IT teams within the firms using Ticket management tool
- Quality analysis of all team deliverables
- Working with team as an SME in handling the queries on various platform applications
- Knowledge transfer of new applications
- Set clear team Goals and KPIs
- Delegate task and set project deadlines
- Ensure team deliver exceptional client service and SLAs are consistently met
- Monthly performance evaluation and provides effective feedback
- Year-end review and feedback
- Discover training needs and provide coaching
- Listen to team members’ feedback and resolve any issues or conflicts
- Preparation of monthly shift schedule/holiday staffing
- Interview and recruitment of new team members
- Training new Joiners
- Preparation of Monthly team FTE billing
- Team Responsibilities
- Team provides Technical and business support to different Web applications and mobile applications developed by EY
- Handling customer queries (both internal and external) and issues reported for all applications
- Support external users via emails and calls in a cordial, professional manner
- Support EY professionals who deals with External clients for client meetings
- Conducting primary level troubleshooting (L1 & L2 support) and escalating issues to IT (L3) teams
- Maintaining the content in application/Products supported by the team
- (SharePoint content management)
- UAT, PVT and Production application testing and signoff
- Coordinating the activation of the products across global teams
- Access management of all applications/products supported by team
- Documentation – (FAQ documents, application user guides and process flow)
- Creating MI reports, Power BI Dashboards and analytical reports based on user requirements
- Automation of monthly reports.
Executive – Accounts
Allianz Cornhill Information Services
Trivandrum
2012.12 - 2014.10
- Allianz UK Accounts Payable team
- A semi voice international process dealing with UK employees and Suppliers
- Platform worked on – SAP FI Module
- Key Responsibilities
- Handling Allianz UK Accounts Payable operations team
- Processing invoice and credit notes for Allianz UK office and processing payment run (Cheque & BACS)
- Answering calls and emails from UK suppliers and employees regarding invoice queries
- Adhering to service level agreement timings, daily work allocation and assist team members to meet SLA
- Tracking pending issues and update customer on timely basis and training new team members
- Handling daily audit of processed invoices& claims; preparing minutes of monthly team meeting
- Preparing daily audit report and SLA report and report to senior manager / chief cashier
- Managing monthly audit report, SLA report and reporting to UK Accounts manager/ chief cashier
- Analyzing day to day work of each executive and report to senior manager to improve the quality of work
- Providing proper feedback to the agents regarding the corrections in order to improve the quality.
Customer Support
IBS Software services Private Limited
Trivandrum
2010.10 - 2011.12
- Helpdesk- IT support for IBS software products
- First level support provided for the issues reported by the customers
- A semi voice international process which supports Global customers
- Mode of support – Calls and Emails
- Key Responsibilities
- Handling IT Helpdesk first level support operations
- Responding to emails and calls in a cordial, professional manner
- Providing first level support to the customers who uses IBS applications
- Analyzing issues and raising incident tickets for the issues reported
- Identify and escalate high-severity, priority issues
- Routing calls, mails and incident ticket to appropriate support team (L2) group for resolution
- Tracking pending issues and update customer on timely basis
- Follow up with customer and support team group regarding closure of pending tickets
- Adhere to Service Level Agreement timings
- Arrange conference calls regarding the issue reported
- Analyse day to day work of each executive and to report to senior manager to improve the quality of work
- Prepare minutes of monthly team meeting
- Prepare monthly production reports and reports to Customer support centre manager.
Quality Specialist
RR Donnelley India Outsource Pvt. Ltd
Trivandrum
2006.11 - 2010.10
- An UK based non voice project with a team of 180 members
- Dealing with billing and billing complaints of an UK based utility company
- Mode of support – Emails and letters
- Platform worked on - SAP CRM module as end user
- Key Responsibilities
- Handling Quality team of an UK complaints handling process
- Analyze the route cause of the customer complaint and find out the resolution for issue
- Check the response letters and mails drafted by the agents and to find out the sentence corrections and queries missed
- Provide proper feedback to the agents regarding the corrections in order to improve the quality
- Handling queries of agents and to help them to improve their production
- Consolidate daily sampled data from all the quality controllers to assess the team
- Provide feedback to the agents on weekly meeting and get suggestions from them to improve the production and quality of work
- Analyze, develop and implement new process strategies to improve the quality of work
- Communicate updates from clients to agents on daily basis
- Prepare minutes of the conference call with clients
- Prepare daily, weekly and monthly quality analysis report
- Report to the Associate manager quality.
PDA Supervisor
Blue Dart Express Ltd
Trivandrum
2005.06 - 2006.10
- An international Courier company
- Worked with their operations and administration
- Key Responsibilities
- Handling product delivery and operations team
- Assign the day today work for each team member
- Attending calls from customers regarding their complaints and to resolve the issue
- Provide training for new team members
- Update online delivery status on daily basis
- Arrange weekly team meeting to update the team and to get feedbacks from the members
- Prepare minutes of team meeting
- Prepare and implement new plans to improve the work quality
- General office administration
- Report to line managers on daily basis.
Education
B.com degree - taxation (optional
Kerala University
12th - undefined
Govt model Boys H.S.S
10th - undefined
M.M.R.H.S.S
Typewriting lower with computer application. Operating Systems: MS Office, Windows Vista, 2007, 2010, C - undefined
Skills
Problem Solving
undefinedAdditional Information
- Part of the team which won Highest performing team Award from Ernst & Young
- Won Extra Miler Award from Ernst & Young for Excellence in Performance
- Won Most Promising Performer Award from R R Donnelley.
- Obtained B certificate in NCC at higher secondary level. Attended MRC camp at Wellington, Ooty.
- Won first prize in Skit contest conducted by R R Donnelley, Trivandrum in 2009.
- Won first prize in Tug of War Conducted by Techno Park Club, Trivandrum in 2007.
Timeline
Senior Associate (Shift Lead), Support Team
EY GBS (India) Private Limited
2014.12 - Current
Executive – Accounts
Allianz Cornhill Information Services
2012.12 - 2014.10
Customer Support
IBS Software services Private Limited
2010.10 - 2011.12
Quality Specialist
RR Donnelley India Outsource Pvt. Ltd
2006.11 - 2010.10
PDA Supervisor
Blue Dart Express Ltd
2005.06 - 2006.10
B.com degree - taxation (optional
Kerala University
12th - undefined
Govt model Boys H.S.S
10th - undefined
M.M.R.H.S.S
Typewriting lower with computer application. Operating Systems: MS Office, Windows Vista, 2007, 2010, C - undefined
Similar Profiles
RAJESH KUMAR ANDUGALARAJESH KUMAR ANDUGALA
Associate Manager at EY GBS India LLPAssociate Manager at EY GBS India LLP
Isha GualtiIsha Gualti
Senior Auditor at EY Global Delivery Services India, Private LimitedSenior Auditor at EY Global Delivery Services India, Private Limited
SAGAR GOYALSAGAR GOYAL
Accountant at Private LimitedAccountant at Private Limited