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
12.2014 - 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
12.2012 - 10.2014
- 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
10.2010 - 12.2011
- 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
11.2006 - 10.2010
- 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
06.2005 - 10.2006
- 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
12.2014 - Current
Executive – Accounts
Allianz Cornhill Information Services
12.2012 - 10.2014
Customer Support
IBS Software services Private Limited
10.2010 - 12.2011
Quality Specialist
RR Donnelley India Outsource Pvt. Ltd
11.2006 - 10.2010
PDA Supervisor
Blue Dart Express Ltd
06.2005 - 10.2006
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
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