Prakash Mukherjee

• Leading departments: Business Development, Marketing, Operations, B2B, Training and Development, Customer Success, Automation, Partnerships, and HR.
• Designed strategic roadmaps to improve operational efficiency and growth.
• Built lead-generation strategies via automation with SaaS companies (SuperBot, RUNO).
• Onboarded universities and colleges across India and abroad through partnerships.
• Directed pre-sales and NEET (UG and PG ) counseling initiatives, improving closures, and customer success.
• Implemented data-driven decision-making for resource allocation.
• Developed and deepened industry partnerships.
• Planned marketing campaigns to generate leads and increase sales revenue.
• Ensured compliance with all applicable laws, regulations, codes of practice, and ethical standards of MCC, NMC, NTA, and FMGE.

• Managed Quality, Training, Operations, CRM Automation, and Customer Success.
• Led 45+ BD professionals selling high-value global programs (Data Science, AI/ML, Digital Marketing, Cybersecurity, Global MBA).
• Conducted quarterly business reviews with directors, aligning KPIs, and revenue goals.
• Served as the primary contact for learners, ensuring timely resolutions and high satisfaction.
• Introduced improved quality frameworks that match learner personas.

• Led a nationwide QA team of 15, training on improved processes.
• Managed Zendesk-based grievance redressal within 72 hours.
• Implemented QA strategies to increase sales revenue.
• Reported root cause analyses of escalations directly to the CEO's office.

Process Overview: Singapore Airlines.

• Managed tour itineraries, rerouting, stopovers, and customer guidance.
• Resolved escalations while maintaining IATA quality standards.
• Worked with Singapore Airlines officials to reinstate flights during disruptions.
• Answered supervisor calls for brief information or guidance to the passengers.
• Proved working within tight deadlines and a fast-paced atmosphere, maintaining high standards from aviation/IATA perspectives.
  Worked closely with SIA officials at Changi Airport, Singapore.
• Reinstated canceled or delayed flights due to natural calamities or any spontaneous reasons.

• Company Overview: Air India International.
• Handled international customer queries (U.S., U.K., Gulf, Europe).
• Maintained high AHT, quality, and CSAT scores.
• Assisted with web check-ins, and ensured compliance with IATA standards.
• Collaborated with team members to enhance service delivery and customer satisfaction.
• Utilized CRM software to track customer interactions and streamline processes.
• Answered customer inquiries and provided accurate information regarding products and services.
• Resolved customer complaints promptly and efficiently.