Prashant
Ranchi
Summary
Experienced in fostering a collaborative work environment through partnering with colleagues to cultivate an engaged and empowering culture. Demonstrated ability to build and sustain relationships with a wide array of stakeholders in fast-paced, ever-changing environments.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Manager
Tech Mahindra Allyis
11.2019 - Current
- Operations Management
- Project Planning & Execution
- Stakeholder Management
- Risk Assessment & Mitigation
- RFP Preparation, Budget & Resource Allocation
- Agile & Waterfall Methodologies
- Communication & Leadership
- Problem-Solving & Decision-Making
- Tracking and maintain various team staffing, attendance and absenteeism.
- Weekly/Monthly/Quarterly sync with project stakeholders
Team Lead
Convergys/Concentrix
09.2010 - 10.2019
- Responsible for Technical Support performance on targets, ART, MPI and SLA, agent productivity, absenteeism, Shrinkage, and attrition.
- Mentoring SMEs on internal calibrations, measuring agent performance and coaching for improvements.
- Assist in planning and staffing
- Educating the program on company’s policies and procedure changes by involving HR when applicable.
- Design and modify agent evaluation form as per business needs.
- Team ID management
- Stakeholder management
- Weekly and Monthly Program performance report.
- Creating and maintaining scorecards for the entire program (Associates and SMEs)
Sr. Process Executive
Infosys BPO
07.2006 - 11.2010
Infosys Technologies Limited
11.2007 - 04.2010
Education
MBA - Project Management & IT
National Institute of Management
01.2008
B.Sc. - Information Technology
Ranchi University
01.2006
Intermediate -
Ranchi College
01.2003
Matriculation -
St. John’s High School
01.2000
Skills
- Project Planning & Execution
- Stakeholder Management
- Risk Assessment & Mitigation
- Budget & Resource Allocation
- Agile & Waterfall Methodologies
- Communication & Leadership
- Problem-Solving & Decision-Making
Awards
- Legends Award - 2014
- Superstar performer
- Knight Award
- Customer Service Champion
- SME of the Month and Quarter for consecutive 9 + months
- Agent of the Quarter and Multiple Monthly performers’ awards
- Received individual Extra-Miler award and Spot Awards (Infosys)
- Zero UAT Defect Award (Infosys)
Certification
PMP Learning (In-progress)
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Professional Highlights
- Allyis, Program Lead, 11/01/19, Present
- Convergys/Concentrix, Team Lead, 09/17/10, 10/31/19
- Infosys Technologies Limited, Not specified, 11/01/07, 04/30/10
- Infosys BPO, Sr. Process Executive, 07/01/06, 11/30/07
Personal Information
- Father's Name: Sri Murli Manohar Prasad
- Date of Birth: 10/01/84
- Nationality: Indian
- Marital Status: Single
Timeline
Manager
Tech Mahindra Allyis
11.2019 - Current
Team Lead
Convergys/Concentrix
09.2010 - 10.2019
Infosys Technologies Limited
11.2007 - 04.2010
Sr. Process Executive
Infosys BPO
07.2006 - 11.2010
B.Sc. - Information Technology
Ranchi University
Intermediate -
Ranchi College
Matriculation -
St. John’s High School
MBA - Project Management & IT
National Institute of Management
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