PRASANNA KUMAR
Senior Manager
Adhanur, Urappakkam
Summary
- Versatile Senior Manager specializing in Banking & BPS sector and skilled at planning, implementing and overseeing key improvements to drive business growth and efficiency. History of cultivating an open culture with free exchange of information. Pursuing new professional challenges with a growth-oriented company.
- Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.
- Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
20
20
years of professional experience
1
1
Certification
4
4
Languages
Work History
Senior Manager
Tata Consultancy Services (Domain - Telecom)
07.2017 - Current
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Implemented productivity benchmarks across all departments to maximize company revenue.
- Championed process improvement initiatives that led to significant cost savings without compromising on quality standards.
- Led cross-functional teams to achieve project milestones and deliver high-quality results.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Managed large-scale projects and introduced new systems, tools, and processes to achieve challenging objectives.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Implemented and developed operational standards, policies and procedures.
- Examined quarterly financials to determine business operating capacity.
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements.
- Provided strong leadership to enhance team productivity and morale.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Recommended and implemented successful strategies to maximize revenue.
- Managed senior-level personnel working in marketing and sales capacities.
- Established team priorities, maintained schedules and monitored performance.
- Established strong relationships with clients and stakeholders, ensuring long-term partnerships and repeat business.
- Demonstrated a high level of initiative and creativity while tackling difficult tasks.
- Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
- Passionate about learning and committed to continual improvement.
- Paid attention to detail while completing assignments.
- Resolved problems, improved operations and provided exceptional service.
Team Leader
Tata Consultancy Services (Domain - Telecom)
04.2013 - 06.2017
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Educated staff on organizational mission and goals to help employees achieve success.
- Held weekly team meetings to inform team members on company news and updates.
- Demonstrated leadership skills in managing projects from concept to completion.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Established clear communication channels that ensured the timely exchange of information between team members and stakeholders.
- Maintained an inclusive and diverse team culture, promoting respect and understanding among all members.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Worked with team to identify areas of improvement and devised solutions based on findings.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Generated reports detailing findings and recommendations.
- Facilitated effective decision-making processes within the group through open dialogue, active listening, and consensus-building techniques.
- Promoted a culture of continuous improvement by encouraging feedback from all levels of the organization and implementing actionable changes accordingly.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
- Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making.
- Supervised team members to confirm compliance with set procedures and quality requirements.
- Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
- Conducted training and mentored team members to promote productivity, accuracy, and commitment to friendly service.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Worked flexible hours across night, weekend, and holiday shifts.
Team Mentor
Tata Consultancy Services (Domain - Telecom)
04.2012 - 03.2013
- Worked with individuals to help understand and overcome personal, social or behavioral problems affecting educational or vocational situations.
- Facilitated workshops and seminars to foster development of problem-solving, decision-making, and critical thinking.
- Assisted management in identifying high-potential employees for future leadership roles.
- Promoted positive relationships between mentees and other peers and adults to encourage social resilience and connection.
- Contacting the End customers and getting their requirements and providing the BOH services through relevant applications \ CRMs
- Monitoring the performance of the team and providing the real time process updates and helping them to understand the concept of ‘Getting Things Right at First Time”
- Gauging the Team members knowledge through Knowledge management tools Assistance
- Utilized strong problem-solving skills to troubleshoot issues and offer solutions that benefited both the team and organization as a whole.
- Conducted regular performance evaluations, offering clear expectations for improvement when needed.
- Boosted employee morale through regular recognition of accomplishments and fostering a positive work environment.
- Served as role model for mentees by demonstrating strong values and ethical standards.
- Fostered an environment of continuous learning within the team, encouraging members to pursue professional development opportunities.
Team Manager
Tata Consultancy Services (Eserve -Banking Domain)
01.2008 - 02.2012
- Developed performance measurement strategies, identifying areas for improvement.
- Evaluated employee performance on timely basis and coached and trained team members, increasing quality of work and employee motivation.
- Controlled resources and assets for department activities to comply with industry standards and government regulations.
- Conducted comprehensive risk assessments for projects, implementing appropriate mitigation strategies to minimize potential issues.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Recruited and trained high-performing team members, maintaining optimized customer service.
- Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
- Aligned team goals and objectives with organizational strategy, aiding business growth.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Established and maintained performance, quality and service standards for professional customer care.
- Managing a team of 80 resources who are part of the Tele-calling team (Outbound) contacting the delinquent customers and collecting the payments (External Vendor)
- Monitoring the agencies performance and ensuring their daily deliverables are met without any hassles and at the same time ensuring no impacts to the Business
- Responsible for the overall KPIs of the Queue’s and making sure the collections are done as per the set rules by RBI
- Managing the inbound metrics like Call handling time, After call work, FCR
- Championed process improvements within the department by identifying inefficiencies, proposing solutions, and leading change initiatives.
- Implemented training programs to maximise team member development and potential.
- Defined clear targets and objectives and communicated to other team members.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Cultivated positive, productive team environments, resolving conflicts quickly.
- Set aggressive targets for employees to drive company success and strengthen motivation.
- Exercised leadership capabilities by successfully motivating and inspiring others.
- Demonstrated creativity and resourcefulness through the development of innovative solutions.
Team Member
ADFC PVT LTD. (Banking Domain)
01.2004 - 12.2007
- Joined as a Tele-caller contacting the customers who had missed to make the payments (0 & 1 Bucket) after their due dates and collecting their payments through various modes
- Later during the course, I had moved into the later Delinquencies (4 & 5 buckets), where most of the customers would be willful defaulters
- During my last year at this organization managed external vendors and went into a hardcore collection of going into customers place when situation arises.
- Optimized workflows with proactive problem-solving and process improvements that streamlined day-to-day operations.
- Ensured smooth operations during peak periods via effective time management techniques such as delegation and task prioritization.
- Educated staff on organizational mission and goals to help employees achieve success.
- Addressed and resolved customer complaints in polite and professional manner.
- Operated register to process payments and collect cash payment for order totals.
- Created and managed project plans, timelines and budgets.
- Increased customer satisfaction with prompt and accurate responses to inquiries, addressing concerns, and resolving issues.
Education
Bachelor of Arts - Corporate Secretaryship
University of Madras
Chennai 04.2001 -
Skills
Project Planning
undefinedCertification
Six Sigma Green belt
Timeline
Senior Manager
Tata Consultancy Services (Domain - Telecom)
07.2017 - Current
Six Sigma Green belt
06-2014
Team Leader
Tata Consultancy Services (Domain - Telecom)
04.2013 - 06.2017
Team Mentor
Tata Consultancy Services (Domain - Telecom)
04.2012 - 03.2013
Team Manager
Tata Consultancy Services (Eserve -Banking Domain)
01.2008 - 02.2012
Team Member
ADFC PVT LTD. (Banking Domain)
01.2004 - 12.2007
Bachelor of Arts - Corporate Secretaryship
University of Madras
04.2001 -
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