Prasanth K V

L and L Legal is the offshoring unit of Law and Lawyers Solicitors, United Kingdom. I have taken the role of Head of Operations in October 203 and built a team of 25 people within a period of Six months covering different areas including Customer Service, Legal Support, Admin Support and Business Development.

• Established best practices for organization's operational activities to maintain high-quality control and customer service standards.
• Collaborating with key stakeholders across organization to identify areas for improvement within existing processes.
• Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
• Implemented risk assessment procedures to minimize potential disruptions across all areas of operation.
• Scheduled employees for shifts, taking into account customer traffic and employee strengths.
• Streamlined operational processes by identifying inefficiencies and implementing best practices.
• Implemented business strategies, increasing revenue, and effectively targeting new markets.
• Ensured compliance with industry regulations and company policies, mitigating potential risks.
• Recruited, hired, and trained initial personnel, working to establish key internal functions and outline scope of positions for new organization.
• Assisted in recruiting, hiring and training of team members.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Worked well in team setting, providing support and guidance.
• Strengthened communication skills through regular interactions with others.

I started my career with LSG as business Development Lead in 2015 and left the firm in 2023 as Manager heading Business Development and Operations. I worked in different projects during a period of 8 years covering USA, Europe and UK.

• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
• Developed and maintained relationships with customers and suppliers through account development.
• Ensured compliance with industry regulations and legal requirements by implementing comprehensive policies and training programs for staff members.
• Maximized performance by monitoring daily activities and mentoring team members.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Worked flexible hours across night, weekend, and holiday shifts.
• Evaluated employee performance and conveyed constructive feedback to improve skills.

• Utilized market trends, mission priorities and customer goals to envision, shape and close new opportunities.
• Worked with sales team to collaboratively reach targets, consistently meeting or exceeding personal quotas.
• Negotiated prices, terms of sales and service agreements.
• Increased client base by identifying and pursuing new business opportunities through market research and networking.

• Asked open-ended questions and researched issues in system to resolve various customer billing errors.
• Escalated critical customer issues to supervisor to avoid lost revenue and canceled policies.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.

• Developed strong relationships with clients, resulting in repeat business and positive feedback.