Prasanth Mukka
Chennai
Summary
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement. An effective communicator with excellent relationship building and interpersonal skills, strong problem solving and organizational abilities. Possess a flexible and a positive attitude with stability.
Overview
16
16
years of professional experience
1
1
Language
Work History
International Coding Operations Specialist
Dolluz Corp Pvt Ltd
12.2019 - Current
- Client – WellSky
- Duration: Dec’19 till now.
- Oversaw day-to-day operations, delegating tasks appropriately to ensure smooth workflow and timely completion of projects.
- Provided training for new hires, fostering a supportive learning environment conducive to success in their roles.
- Analyzed data to identify trends and make informed decisions, driving continuous improvement in operations.
- Collaborated across departments to identify opportunities for process improvements and increased efficiency.
- Successfully managed multiple projects simultaneously while adhering to deadlines and budget constraints.
Senior Team Lead
CSS Corp Pvt. Ltd
03.2018 - 12.2019
- Client - Aruba Networks.
- Duration: March ‘18 t0 Dec’ 19
- Job Profile:
- Supervise and manage the overall performance of the team.
- Analyzing, reporting, giving recommendations and developing strategies on how to improve quality and productivity.
- Achieve business goals.
- Involved in employee selection, career development, succession planning and periodic training.
- Working out compensation and rewards.
- Responsible for the growth and increase in the organization’s finances and earnings.
- Identifying problems, creating choices and providing alternatives courses of action.
Team Leader
CSS CORPORATION
09.2013 - 01.2015
- Client – Singpost.
- Duration: Sep’ 13 to Jan’15
- Client – RealNetworks Inc.
- Duration: Jan’ 15 to Oct’17
- Client – TrionWorlds Inc.
- Duration: Oct’16 to Mar’18
- Job Profile:
- Setting Metrics and Goals (KRA’s/KPI’s)
- Driving the team to achieve the set targets
- Monitoring and coaching the agents
- Analyzing and providing reports related to Operations
- Providing inputs to client on the development of the products and Knowledge base
- Scheduling roster depending on the predicted work volume
- Conducting Weekly, Monthly and Quarterly reviews
- Reporting bugs and raising service request to GIO (Global Information Organization)
- Maintaining Team Statistics (Quality & Productivity, Attrition & Absenteeism).
- Conducting Pre or Post shift Huddles, sharing team data and important updates on daily basis.
- Identifying the technical needs for the team’s improvement and conducting training and Lab session.
- Frequently conducting KM test to measure their Knowledge on Process and Product.
- Motivating the techs to improve their performance, appreciate and reward them.
Sr. Support Engineer/Escalation Lead
CSS CORPORATION
01.2010 - 09.2012
- Client – RealNetworks Inc.
- Duration: Jan’ 10 to Sep’12
- Job Profile:
- Retaining the customers and educating the customers about new products, plans and upselling the products.
- Handling Customer issues regarding billing inquires and product support.
- Coaching New Agents about the process and product.
- Evaluating the competitors and providing the necessary improvements and developments in the process and bringing them to my superiors notice.
- Sending the team updates regarding the sales and customer satisfaction scores and keeping the Team Lead updated regularly.
- Assisting Customers with Technical Issues related to product when required.
Education
MBA - Finance
Sathyabama University
01.2007
B.E - electronics and communication Engineering
Sathyabama University
01.2005
Skills
Skilled in operating systems management
Proficient in Microsoft Word, Excel, and Outlook
Production management
Performance evaluation
Project scheduling management
Effective team management
Process optimization expertise
Client support
Customer Relations management
Process documentation
Operations coordination
Interests
HOBBIES : Cricket, Table Tennis, Badminton, Browsing
Accomplishments
- Improved Customer Satisfaction by 9% and have been able to maintain the team CSAT score above 90% consistently for RealNetworks.
- Met Business targets for all the projects on all months.
- Improved on Sales target from 14% to 21% consistently for RealNetworks
- Achieved and maintained CSAT and QA scores for the project at 100% for 12 consecutive months.
Awards received:
Nov’ 14 – Best Pupil’s Leader award from HR Team., Apr’15 – 5 years Pillar of RealNetworks., Apr’17 – CAT award winner for the project Trionworlds, Apr’ 12 – CAT perform of the Year across the company., Apr’12 – Star of the Year for the project., OND’10, AMJ’11, JAS’11, OND’11- Star of the Quarter for the project
Declaration:
I hereby declare that the above furnished information is TRUE to the best of my knowledge Applicant: (Prasanth.M)
Personal Profile:
- Date of Birth : 7th Feb 1983.
- Fathers name : M. Nageswar Rao
- Sex : Male
- Marital status : Married
- Nationality : INDIAN
Timeline
International Coding Operations Specialist
Dolluz Corp Pvt Ltd
12.2019 - Current
Senior Team Lead
CSS Corp Pvt. Ltd
03.2018 - 12.2019
Team Leader
CSS CORPORATION
09.2013 - 01.2015
Sr. Support Engineer/Escalation Lead
CSS CORPORATION
01.2010 - 09.2012
B.E - electronics and communication Engineering
Sathyabama University
MBA - Finance
Sathyabama University