Prasanna Venkatesh G

Project 1: Voice and Ticketing Process.

• Reduced pendency from 1,200 to 300 in the second month of taking over the team. •
• Reduced attrition from 35% to 12% in the second month of taking over the team.
• Managing floor scheduling, manpower data, and handling floor shrinkage effectively.

Project 2: Chat and Email Process.

• Led international teams, setting clear goals, and delegating tasks to achieve a 25% increase in overall team productivity.
• Monitored day-to-day operations and team performance, resulting in a 20% decrease in project turnaround time.
• Identified training needs and provided coaching, contributing to a 15% improvement in team members' skill proficiency.
• Resolved conflicts among the team members, maintaining a positive and collaborative work environment.
• Recognized and rewarded high performance, effectively boosting team morale and motivation.
• Developed and implemented the DMAIC methodology as part of Six Sigma teams, leading to customer retention improvement.
• Exceeding expectations in KPI - (4.6+ / 5) CSAT, along with an attrition rate of 4% on average, and shrinkage of 6%.

• Work experience in both domestic voice processes.
• Reduced attrition from 35% to 4% in the second month of taking over the team.
• Prepared a strategy to reduce the pendency from 75,000 email tickets to 10,000 within two months during the Covid lockdown.
• Out of the top 25 advisors pan India, the best Level 1 agents, 07 advisors were from my team.
• Managing floor scheduling, manpower data, and handling floor shrinkage effectively.
• 06 Team People has been promoted to Team Leader/Quality Analyst.
• Constantly reducing the repeat scores of the team and being a top performer.

• I worked in Level One customer service and at the Retention desk.
• Worked as a SME, with experience to handle and support the team whenever required.
• Experience in training the freshers.