PRASEEJA PRASANTHAN
Mumbai
Summary
Customer service experience for more than 10 years. Handled multiple project such as quality improvement, Social media and Value stream mapping. Have worked in Voice, Chat and Email process.Has experience in Insurance field. Have been part of various company audits. Been a best performer throughout my working time. Excellent communication skills and fluent in English Hindi Marathi Urdu and Malayalam
Overview
12
12
years of professional experience
3
3
years of post-secondary education
Work History
Quality Team Leader
Intelenet Global Services, Teleperformance
Thane
06.2013 - 10.2022
- Performance discussion conducted for Quality Analyst every month
- Root cause Analysis report shared with Manager which includes area for improvement along with Action plan for Quality Analyst
- Staffing plan sent to the stake holders which includes expected audit volumes along with requirements
- Quality Dashboard to be published every alternate days.
- Power BI report to be published to all stakeholders on weekly basis
- Driver level analysis to be published with control chart, histogram and correlation
- Weekly or Fortnightly meetings to be attended with Training, Operation and WFM
- MBR decks to be created and published so that it can be discussed with clients on a monthly basis
- Knowledge of Six Sigma as worked on Projects for Quality improvement
- Worked on a PSP to reduce overtime and sampling of audits
- Addressed and resolved customer product complaints empathetically and professionally
- Referred unresolved customer grievances to designated departments for further investigation
- Accurately documented, researched and resolved customer service issues
- Oversaw call center employees to ensure customer satisfaction goals were consistently met
- Conducted performance reviews for all Customer Service Representatives to reduce resolution time and improve customer satisfaction rates
- Monitor and evaluate randomly selected calls to assess associates' service level standards and complete online evaluations of client calls
- Complete analysis of results to identify root causes or trends that will lead to efficiency and quality gains in the contact center
- Completed the project on quality improvement in Open Orbit tool as per Six sigma technique DMAIC
- Fostered cooperative, positive working environment for team by encouraging brainstorming of ideas.
- Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs.
- Developed training materials, SOPs and work instructions to supplement new team member onboarding.
- Assisted with new hire processing and existing training programs.
- Built strong relationships with customers through positive attitude and attentive response.
- Advised and led process improvement team with deliberation, leadership and strategic planning.
- Collaborated with shipping team to track shipments, verify orders and handle product returns.
- Responded to customer calls and emails to answer questions about products and services.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
Senior Customer Service Representative
Sutherland Global Services
Thane
03.2011 - 01.2013
- Answered an average of calls per day by addressing customer inquiries, solving problems and providing new product information
- Politely assisted customers in person and via telephone
- Taking inbound calls
- Taking escalation calls
- Floor managing and regular briefing
- Email handling
- Preparing operational reports in absence of the Team leader
- Floor walking and assisting queries
- Assisting process with GSAT project by analysing cases.
Receptionist Front Desk
Nehal apparels
Mumbai
06.2010 - 12.2010
- Greeted customers and visitors in-person and via telephone calls
- Interacted with vendors, contractors, and professional services personnel to receive orders, direct activities and communicate management instruction
- Answered inquiries and addressed, resolved or escalated issues to management personnel to ensure client satisfaction
- Corresponded with clients through email, telephone, or postal mail
- Answered telephone inquiries from clients, vendors and the public.
- Confirmed appointments, communicated with clients and updated client records.
- Answered central telephone system and directed calls accordingly.
- Managed multiple tasks and met time-sensitive deadlines.
- Provided callers with address, directions, company website and related information.
- Kept reception area clean and neat to give visitors positive first impression.
- Provided clerical support to company employees by copying, faxing and filing documents.
- Checked-in visitors, distributed visitor badges and managed logbooks to comply with security initiatives.
- Sorted, received and distributed mail correspondence between departments and personnel.
- Restocked supplies and submitted purchase orders to maintain stock levels.
- Maintained confidentiality of information regarding clients and company.
- Corresponded with clients through email, telephone or postal mail.
Education
S.S.C -
Vikas High School
Vikhroli 2006 - 2007
High School Certificate - Commerce
MUMBAI
Vikas High School 2007 - 2009
Skills
- Trusted key holder
- Strong client relations
- Quick learner
- Self-motivated
- Project management
- Risk management processes and analysis
- Creative problem solver
- Team leadership
- Strong verbal communication
- Extremely organized
- Staff development
- Issue and Complaint Resolution
- Efficient and Detail-Oriented
- Audit Assistance
- Constructive Feedback
- Correction Action Planning
- Monitoring Data Quality
- Continuous Improvement Projects
Additional Information
- Technical Knowledge: Ms Excel, Ms Word, & Outlook
- Typing: Good typing skills
- Good communicational skills.
- Highly ambitious and goal oriented.
- Experience of 6 years of customer and client handling for a UK Healthcare process in Insurance sector.
- Experience of 3 years of customer and client handling for a UK E-commerce website.
- Experience of 2 years of customer and client handling for a Retail process
- Certified for Feedback and Coaching programme
- Experience in working for Email, Voice, Chat and Social media process
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Bilingual or Proficient (C2)
Urdu
Upper intermediate (B2)
Malayalam
Bilingual or Proficient (C2)
Turkish
Beginner (A1)
Timeline
Quality Team Leader
Intelenet Global Services, Teleperformance
06.2013 - 10.2022
Senior Customer Service Representative
Sutherland Global Services
03.2011 - 01.2013
Receptionist Front Desk
Nehal apparels
06.2010 - 12.2010
High School Certificate - Commerce
MUMBAI
2007 - 2009
S.S.C -
Vikas High School
2006 - 2007
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