Prasanth Govindan
Bengaluru
Summary
Results-driven Service Delivery Manager with over 20 years of experience in managing operations, customer support, and quality assurance across diverse industries. Proven track record of improving service efficiency, enhancing customer satisfaction, and driving operational excellence. Skilled in strategic planning, team leadership, and leveraging technology for service improvement.
Overview
25
25
years of professional experience
1
1
Certification
4
4
Languages
Work History
Service Delivery Ops Specialist
Accenture
Bengaluru
07.2023 - Current
- Lead service delivery for healthcare clients, enhancing efficiency by 10%.
- Participated in ongoing training and compliance activities.
- Supervised dynamic external partner project collaborations.
- Assisted in developing strategies to increase customer satisfaction levels.
Manager (DAX Quality Documentation)
Nuance Communications
Bengaluru
12.2022 - 06.2023
- Improved DAX documentation quality, reducing errors by 20%.
- Enforced customer service standards and resolved customer problems to uphold quality service.
- Monitored staff performance and addressed issues.
- Trained employees on additional job positions to maintain coverage of roles.
Independent Operations Consultant
Advanced TeleMed Services
Bengaluru (Remote)
06.2019 - 12.2022
- Increased operational efficiency by 25% through process optimization.
- Collaborated with stakeholders to define project requirements, timelines, deliverables, and budgets.
- Developed and implemented process improvement plans to improve operational efficiency.
- Monitored customer feedback surveys to identify areas needing improvement.
- Developed workflow diagrams to document system changes or updates.
Operations Coordinator
Teleradiology Solutions
Bengaluru
02.2016 - 03.2019
- Coordinated and supervised the production team to ensure that all tasks were completed on time and to the highest quality.
- Communicated organization's missions, goals and vision while aligning each with operational initiatives and delivery of professional services.
- Developed relationships and partnerships with business leaders.
- Prepared weekly schedules to verify proper floor coverage within fiscal guidelines.
- Allocated resources and materials to respective departments to accommodate needs.
Team Manager, Quality Auditor
Perry Johnson Outsourcing
Bengaluru
01.2014 - 12.2015
- Created an effective team culture and fostered collaboration to increase team morale and motivation.
- Oversaw daily workloads and workflow for smooth operations.
- Motivated team members to consistently achieve or exceed performance expectations.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Set goals for performance and deadlines to comply with company plans and vision.
Team Leader
M*Modal
Bengaluru
06.2012 - 12.2013
- Monitored team performance and identified areas of improvement.
- Offered training and support to keep team members motivated and working toward objectives.
- Delegated daily tasks to team members to optimize group productivity.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
Team Manager
Nuance Transcription Services India Private Limited
Bengaluru
03.2004 - 05.2011
- Monitored team performance and identified areas of improvement, resulting in a 20% increase in team efficiency.
- Analyzed and measured employee performance, taking appropriate disciplinary action or recognition based on work performance.
- Motivated team members to consistently achieve or exceed performance expectations.
- Set goals for performance and deadlines to comply with company plans and vision.
- Oversaw daily workloads and workflow for smooth operations.
Editor - Transcription
Hykon Transcripts Pvt Ltd
Kochi
09.1999 - 02.2004
- Compiled reports of patient medical history, diagnosis and treatment plans in electronic format.
- Performed data entry tasks into various software applications.
- Updated existing records with new information as required by physicians.
- Worked closely with other departments such as billing, coding and clinical staff to ensure accuracy in documentation.
Education
B.Sc., Botany/Plant Biology -
Sacred Heart College
01.1998
10+2, Life Science -
Vyasa Vidya Peethom
01.1995
10th, All the subjects -
St. Teresa's Academy
01.1993
Skills
- Strategic Communications
- Customer Satisfaction
- Quality Auditing
- Business Process
- Operations Administration
- Communication
- Service Operations
- Statistical Data Analysis
- KPI Implementation
- Support Management
- Resource Allocation
- Root Cause Analysis
Websites
Certification
- APTECH Certified E-commerce Specialist, APTECH Computer Education
- Certified Lean Management (ASQ Aligned, BKO Accreditation), Six Sigma Academy Amsterdam, UC-6LQMM90H
- AI-Powered Excel: Mastering Built-In Automation Features, LinkedIn
- Leading Projects, LinkedIn
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Kannada
Intermediate (B1)
B1
Affiliations
- Volunteering for social causes.
- Playing/watching cricket.
- Driving.
References
References available upon request.
Quote
“And, when you want something, all the universe conspires in helping you to achieve it.” (The Alchemist)
Paulo Coelho
Interests
Cricket, reading, driving
Timeline
Service Delivery Ops Specialist
Accenture
07.2023 - Current
Manager (DAX Quality Documentation)
Nuance Communications
12.2022 - 06.2023
Independent Operations Consultant
Advanced TeleMed Services
06.2019 - 12.2022
Operations Coordinator
Teleradiology Solutions
02.2016 - 03.2019
Team Manager, Quality Auditor
Perry Johnson Outsourcing
01.2014 - 12.2015
Team Leader
M*Modal
06.2012 - 12.2013
Team Manager
Nuance Transcription Services India Private Limited
03.2004 - 05.2011
Editor - Transcription
Hykon Transcripts Pvt Ltd
09.1999 - 02.2004
B.Sc., Botany/Plant Biology -
Sacred Heart College
10+2, Life Science -
Vyasa Vidya Peethom
10th, All the subjects -
St. Teresa's Academy
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