Summary
Overview
Work History
Education
Skills
Timeline
CustomerServiceRepresentative

Prashant Rao

Hyderabad

Summary

Seeking a challenging position to strive for excellence. Demonstrate analytical skills, structured thinking, and ability to perform a strategic positive impact on the overall business.

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

12
12
years of professional experience
4
4
years of post-secondary education
2
2
Languages

Work History

Associate Manager- Consumer & Business Operations

Phonepe Private Limited
Hyderabad
04.2023 - Current
  • Managing the Consumer Payments of Phonepe across three vendor partners in India.
  • Ensuring the delivery of SLA & KPI’s are met.
  • Set and enforced performance and service standards to keep consistent, high-quality environment devoted to customer satisfaction.
  • Involved in the Staff planning & Volume Capacity with the help of WFM team
  • Working on the Automation based on the constant study through audit.
  • Multi-functional collaborations across team to ensure process fixes & changes are implemented.
  • Participate in the leadership hiring of the vendor partners.
  • Monthly travel to vendor partner location for business reviews & management meetings.
  • Coordinated resources from stakeholders and mapped out project deliverables.
  • Overseeing training and onboarding process for all newly hired employees within consumer payments departments.
  • Made hiring recommendations to increase company's productivity and profitability with quality workers.
  • Mentoring team members to enhance professional development and accountability in workplace.
  • Supervision of day-to-day operations to meet performance, quality and service expectations.
  • Proven ability to learn quickly and adapt to new situations.
  • Identified issues, analyzed information and provided solutions to problems.

Manager- Business Operations & Process Excellence

ZestMoney(Camden Town Technologies Ltd)
Bengaluru
02.2022 - 04.2023
  • Managed two core verticals of the business Voice & Chat queues.
  • Developed and implemented customer service strategies to improve overall customer experience & satisfaction.
  • Reviewed company's strategic plans and developed departmental goals and standards to support vision.
  • Helped in automating the chat queries & brought BOT handling% from 49 to 71.
  • Monitored and analyzed customer feedback, identified trends, and developed action plans to address issues
  • Improved Connect% through interval wise monitoring & accountability & daily reviews.
  • Worked on the repeat analysis & set a team to curb repeat users & brought down repeat significantly.
  • Improved the overall SLA’s & KPI’s namely the Connect%, AHT & CSAT.
  • Worked on overall vendor cost efficiency & control while handling 4 vendors at different locations.
  • Collaborated with Tech, Product & Lending team based on data analysis to ensure a seamless customer experience across all touchpoints.
  • Worked on multiple Product enhancements projects based on the volume trends & customer feedback & sharing inputs with Product team for better rollout of new features.
  • Defined the seamless process flows to ensure reduction in call volume & Chat volume
  • Monthly vendors visit to keep a check on ground realities & focused on improving things at agent level & monthly reviews & discussing challenges with the leadership.
  • Worked on the reduction of volume across all channels & app upgrade with full customer visibility by collaborating with different departments namely Product & Tech.
  • Actively involved in the Personal Loan (PL) Project for streamlining the PL process flow & reduction in queries at support level ultimately leading to reduction in manpower & cost efficiency.
  • Successfully Lead & completed the Cashback Process Streamlining project by interacting with Growth, Product & Tech team.
  • Reduced financial inconsistencies while assessing and verifying billing invoices and expense reports.
  • Optimized the vendor billing & flow & almost 40% cost reduction in the billing.
  • Conducted regular vendor connect to discuss the performance & work on improving the grey areas.
  • Built & maintained strong relationship with all vendors to enhance performance & growth.
  • Supervised the CIBIL & Bureau team to ensure lender & customer escalations are handled proactively & efficiently.
  • Worked in tandem with peers to better understand business process and initiate improvements, helping company achieve goals.
  • Implemented escalation procedures to effectively handle time-sensitive issues.
  • Promoted energetic atmosphere with purpose to drive improvements in customer care and experiences.
  • Reported issues to higher management with great detail.
  • Negotiated price and service with vendors to decrease expenses and increase profit.

Assistant Manager- Customer Experience

Mobikwik Services Pvt Ltd
Gurgaon
07.2021 - 01.2022
  • Ensuring all the complaints through help section is being responded & resolved timely
  • Analyzing data & in case of any issue, highlighting it to the Product/ Tech team.
  • Mentored team members to enhance professional development and accountability in workplace.
  • Helped with planning schedules and delegating assignments to meet coverage and service demands.
  • Increased employee performance and job satisfaction to strengthen retention and engagement.
  • Interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
  • Defined clear targets and objectives and communicated to other team members.
  • Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Streamlined and monitored quality programs to alleviate overdue compliance activities.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Set aggressive targets for employees to drive company success and strengthen motivation.
  • Brought down reopen from 22% to 7% with constant audit & implementing suggestions given to automation team.
  • Worked on project to improve the help section & unnecessary tickets flow & process excellence.
  • Constant touch with the marketing & product team to be aware about the offers & the impact it has our tickets flow.
  • Working smartly by setting effective work goals, establishing priorities, and planning well in order to produce quality work.
  • Accountable to deliver business value and required solution on technology implementation projects.
  • Working on dashboard improvement project to improve efficiency & better assigning tracking.
  • Daily team interaction to ensure all the queries & grievances is being addressed.

Assistant Manager - Operations

Xplore-Tech Services Pvt Ltd
Kolkata
03.2019 - 09.2020
  • Escalation Management, Process Improvement & Operations (OYO).
  • Prepare reports and analyzing data to improve process, ensure resources are properly allocated, and maximize efficiency and customer satisfaction.
  • Developed and maintain operational guidelines for staff.
  • Supervised operations team to support operational excellence and excellent customer service.
  • Managing team of 85-100 people.
  • Supervised OYO Chat Process & refund process (OYO) PAN India
  • Handling escalation/grievances team (OYO) PAN India.
  • Analyze client business requirements & processes through document analysis & design strategies to reduce errors and other operational issues.
  • Ensuring staff members are achieving desired KPI’s and taking corrective action, as needed.
  • Bi-weekly meeting with clients to documents requirements & explore solutions.
  • Discovering training needs in order to improve quality and bridge knowledge gap through coaching.
  • Weekly process feedback sessions with TL’s & associates and resolve any issues or conflict.
  • Presenting Weekly/Monthly business review with client.
  • Supervised multiple projects to enhance the customer experience & reduce the gaps.
  • Daily discussion with Team leads and Team on performance metrics and challenges faced.
  • Working towards process improvement by implementing new and real time changes.
  • Promptly address any process gaps and building new SOP’S for efficient KPI/SLA deliveries with help of client
  • Helped in improving performance of multiple client tools( C-Zentrix, Freshdesk, OYO-Desk) & other internal tools.
  • Cultivated best practices & customer resolution method by playing wow call & displaying appreciation received from customer.

Assistant Manager

SR Enbiro Water Solutions
Agra
12.2017 - 01.2019
  • Tendering
  • Raising and Handling Tender-Prebid Queries including Compiling & Uploading tender Documents on Various E-Procurement Portals etc.
  • Offered hands-on assistance to customers, assessing needs, and maintaining current knowledge of consumer preferences.
  • Client handling & Follow-up for time bound Completion.
  • Vendor Management and Procurement Planning.
  • Controlled resources and assets for department activities to comply with industry standards and government regulations.
  • Technical Marketing

Customer Experience Team Lead

OYO
Gurgaon
09.2015 - 11.2017
  • Analyze the assigned work and distribute tasks to the members as per their area of expertise.
  • Collaborated with internal team members to resolve customer concerns and deliver enhanced customer experiences.
  • Resolved customers' issues related to online purchases, late product deliveries and billing discrepancies to encourage good customer relationships.
  • Inspiring every team member to perform and produce their best
  • Determining the duties and responsibilities of individuals in a team.
  • Analyze individual performance of each team member and motivate them to perform even better.
  • Organizing training workshops to improve the performance of the member who were lagging behind in terms of performance.
  • Streamlined escalation resolution processes which resulted in reduced turnaround time.
  • Report any problem to the hierarchy.
  • Given class room trainings and make each of them experts in process knowledge by providing regular feedback and support.
  • Continuous coordination with channel partners and on-ground team to provide seamless experience.
  • Addressed customer inquiries, concerns, and complaints by providing solutions and alternatives and followed up to confirm resolution.
  • Enhanced industry and technical knowledge through active participation in learning and growth opportunities.
  • Monitored customer feedback to identify areas of improvement in customer experience.
  • Responded to high volume of incoming calls utilizing listening and communication skills to identify customer problems, needs, and opportunities.
  • Maintained key performance indicators and acceptable performance levels to support assigned customer base.
  • Investigated customer complaints and escalated issues to address critical requests.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Cross-trained and backed up other customer service managers.
  • Increased efficiency and performance by monitoring team member productivity and providing feedback.
  • Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.

Intern Trainee

Hindalco Industries Limited
Renukoot
05.2011 - 08.2011
  • Worked in the Reduction plant and understood the process of production of aluminium from alumina
  • Worked with rectifiers and understood their role in safety
  • Also learned about the rectification process and its importance
  • Learned the functioning of entire plant and also attended training classes with GTE’S.
  • Frequently inspected production area to verify proper equipment operation.

Education

Bachelor of Science - Electrical Engineering

Uttar Pradesh Technical University
Greater Noida
08.2009 - 05.2013

Skills

Stakeholder communication & managementundefined

Timeline

Associate Manager- Consumer & Business Operations

Phonepe Private Limited
04.2023 - Current

Manager- Business Operations & Process Excellence

ZestMoney(Camden Town Technologies Ltd)
02.2022 - 04.2023

Assistant Manager- Customer Experience

Mobikwik Services Pvt Ltd
07.2021 - 01.2022

Assistant Manager - Operations

Xplore-Tech Services Pvt Ltd
03.2019 - 09.2020

Assistant Manager

SR Enbiro Water Solutions
12.2017 - 01.2019

Customer Experience Team Lead

OYO
09.2015 - 11.2017

Intern Trainee

Hindalco Industries Limited
05.2011 - 08.2011

Bachelor of Science - Electrical Engineering

Uttar Pradesh Technical University
08.2009 - 05.2013

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Prashant Rao