Summary
Overview
Work History
Education
Skills
Certification
Timeline
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PRAKASH BEHERA

PRAKASH BEHERA

Summary

A results-driven Operations and Team Lead with over 15 years of extensive experience in the BPM/BPO industry. Proven expertise in managing customer success, service operations, SLA management, and process improvement. Adept at building strong client relationships, leading teams to exceed performance targets, and managing escalations. Currently seeking a permanent, full-time Team Leader role to leverage my skills in operations management and client service.

Overview

15
15
years of professional experience
2
2
Certifications

Work History

Process Lead

Infosys BPM LTD
08.2022 - Current
  • Function as a Software License specialist, specializing in Cisco license management, including client training and advisory.
  • Ensure strict adherence to SLAs and drive process improvement initiatives to enhance efficiency and client satisfaction.
  • Managed and resolve critical client escalations, ensuring minimal business impact.
  • Part of being high value client operations team HTLE (high touch licensing team).
  • Conducted webinars for cisco Licensing internals for licensing topics. Witnessed and contributed for the launch of new application Tool CLC (cisco Licensing Central)
  • Full-time (Cisco)

Team Lead

Cognizant LTD
03.2018 - 07.2022
  • Built and maintained extensive, trusted relationships with clients, serving as the primary point of contact for software licensing management.
  • Managed a team of 22 associates to handle complex customer queries of Google AdWords’ and facilitated constructive discussions to resolve issues and improve processes.
  • Handled back-office operations where prepared Email canned responses alongside the other team management KPI’s.
  • Full-time (Google Awards)

Assistant Manager Operations

Concentrix Daksh
12.2016 - 10.2017
  • Authored detailed incident reports for any deviations from established SLAs.
  • Managed and analysed key operational metrics, including Attrition, Shrinkage, and Call Quality, to drive performance.
  • Played a key role in maintaining operational excellence and team productivity.
  • Full-time (Jio Telcom)

Team Lead

Energizer
12.2015 - 12.2016
  • Effectively resolved daily client escalation issues and delivered comprehensive End-of-Day reports.
  • Designed and maintained KPI-oriented targets for the team, focusing on Shrinkage, Attrition, and Call Quality scores.
  • Ensured team performance aligned with client and business objectives.
  • Full-time (Kent Ro)

Team Lead

Aegis BPO
03.2011 - 10.2015
  • Promoted from a frontline role to Team Lead, taking on responsibilities for Shrinkage, Attrition, and process auditing.
  • Generated and disseminated interval-wise reports on Service Level (SL) and Average Handle Time (AHT) to the operations floor.
  • Played a pivotal role in maintaining daily operational metrics and team governance.
  • Was part of the hiring team and contributed toward hiring process for new associates.
  • Calibrated from operations team to be part of the hiring team with HR team.
  • Designated as single point of contact for US visa service for back-office operations.
  • Full-time (Airtel DTH, Us visa services)

Education

B. Com - Commerce

G.C. Jain Commerce College
01.2003

Skills

  • Operations Management
  • SLA & KPI Management
  • Process Improvement
  • Client Relationship Management
  • Escalation Management

Certification

PMP Certification Training | Simplilearn (Self-Paced) | Validity: Aug 2021 – May 2024

Timeline

Process Lead

Infosys BPM LTD
08.2022 - Current

Team Lead

Cognizant LTD
03.2018 - 07.2022

Assistant Manager Operations

Concentrix Daksh
12.2016 - 10.2017

Team Lead

Energizer
12.2015 - 12.2016

Team Lead

Aegis BPO
03.2011 - 10.2015

B. Com - Commerce

G.C. Jain Commerce College

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PRAKASH BEHERA