Prasad Kondru

• Evaluated operational processes on a daily basis.
• Engaged with clients to comprehend business aims, translating needs into implementation to ensure SLA compliance.
• Created detailed reports for senior management, showcasing performance metrics and improvement opportunities.
• Facilitated comprehensive business reviews (WBR, MBR) to uncover growth opportunities.
• Facilitated team discussions to enhance capacity planning.
• Enhanced strategies to boost employee engagement and decrease attrition.
• Oversaw performance management, executing appraisals to support employee development.

· Directed daily operations of business and flexed with changing demands to consistently meet objectives

· Streamlined operations to consistently deliver on targets.

· Trained and mentored high-performing team through regular performance reviews, individual feedback and professional coaching.

· Monitored staff performance and developed improvement plans.

· Coordinated strategic plans for administrative services management and optimization to best use available resources

Modelled business processes to identify strengths, weaknesses, and opportunities for improvement.

· Maximized customer engagement and satisfaction by delivering excellent customer service

· Organized weekly and Monthly business review with clients

· Organized staff Annual performance review

· Investigated issues impacting organizational operations and service delivery to understand root causes, prepare detailed reports and recommend corrective actions

· Prepared statements detailing operational detail and key performance indicators.

Sourced vendors and suppliers for business needs, and negotiated terms for optimum service delivery.

Provided leadership to develop business plans, and promote organisational vision.

Analysed strategic, core, and support processes to recommend improvements.

Oversaw the employee recognition programme to encourage professional development and high performance.

Provided organisational leadership and established business vision to achieve sales, profit, and revenue goals.

Elevated customer satisfaction ratings by providing speedy resolutions.

Directed day-to-day operations by spearheading the implementation of short-term and long-term strategies to achieve business plan and profitability goals.

Fostered positive relationships with customers to maximise satisfaction, retention, and experience.

Hired and evaluated associates, and management staff to add to the workforce and meet demands.

Developed and shared best practices across the company to align with objectives and quality standards.

· Supervised and delegated tasks to employees, driving efficiency to meet key productivity targets

· Optimised employee schedules by balancing company priorities with staff leave requests and shift preferences

· Oversaw employee recognition program to encourage professional development and high performance

· Maintained positive, professional working environment to optimize staff and customer satisfaction

· Scheduled weekly projects, anticipating timelines for milestones and completion dates

· Helped senior management plan and carry out daily operations and meet key objectives

· Investigated issues impacting organisational operations and service delivery to understand root causes, prepare detailed reports andrecommend corrective actions

· Prepared statements detailing operational detail and key performance indicators.

• Picked up additional tasks to aid team success
• Explored and created new ways to resolve problems with processes, technology or team members to improve overall efficiency
• Collaborated with team members to achieve target results
• Troubleshot problems and diagnosed system faults
• Achieved service time and quality targets
• Handled customer concerns and escalated major issues to supervisor
• Handled maximum inbound calls per day
• Managed complaints with calm, clear communication and problem-solving.