Prashant Sachdeva

• Managed 200+ employees working in customer service vertical (email & chat) for US client, managing end-to-end customer service operations
• Improved performance of hero metrics (CSAT & 1 Star) maintaining vendor ranking
• Improved delivery of key metrics
• Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies
• Collaborated with process owners to refine procedures, devise best practices and correct quality audit findings

• Handled a span of 100+ employees working in B2B & B2C verticals
• Team comprises of advisors in inbound/outbound contact center, doctors/nutritionists in Wellness team, and reporting teams

Role at a glance:

• Responsible for End to End customer service operations, strategic decision making and leadership
• Responsible for strategic goal setting for operations / customer service team
• Responsible to look after call center operations and deliver high productivity through controlling, monitoring, analyzing & reviewing systems
• Develop & enhance Customer Experience across all channels - inbound calls, emails, and customer escalation or suggestions on all Social Media platforms
• Conduct performance reviews on regular basis to ensure short-term and long-term goals are met contributing to organizational growth
• Establish culture of extraordinary customer care across teams for exemplary service experience for customers
• Collaborating with Sales, Field Ops, Lab Quality, Reporting & Technology teams to ensure smooth functioning
• Conduct RCAs of customer issues and collaborate with operations and Supply Chain to solve issues
• Engage with internal & external stakeholders for improving customer experience
• Study different processes, drive standardization and eliminate non-value-added activities
• Build strong business relationships with affiliates / channel partners to drive business

Achievements:

• Improved CSAT by 15% (72% to 87%) and consistently trending at 95%
• Improved NPS by good 15 points (37 to 52)
• Created effective complaint management process which is time bound thereby improving CX
• Created performance management framework & stack ranking (scorecards) for gauging productivity & efficiency of CS team
• Redesigned SOPs for CS team to fix gaps & improve CX
• Launched sale of wellness supplements through nutritionists & doctors
• Improved the effectiveness of consultations by introducing value-adds (report reading VS lifestyle & nutritional improvements)
• Redesigned the SOPs for lab quality team & effectively reduced the delay to 7% by end of Feb’20 and consistently below 5% currently
• Reduced the Phlebotomist delay % to 5% pan India through continuous collaboration with the Ops team (reviewing training gaps & bridging them, incentivizing phlebotomists on OTA)
• Improved booking fulfillment for cities trending lower than 85% by restructuring Sales Verification process; currently trending over 90%
• Successfully on-boarded B2B clients & health partners (ReNew, Tata, Iqor, KentRO, Paramount TPA, Panasonic, PNB Metlife, Elephant)

• Managed voice operations for BT Consumer Billing & BT Business Provisioning (SME)
• Responsible for managing key performance metrics & timely delivery of SLA (Login Hours, Handling Time, Adherence, Repeats, NPS/ASAT, Lead To Sales, Shrinkage, Attrition, etc.)
• Performance management – coaching & feedback, follow-up coaching, bridging knowledge gaps, auditing, mentoring
• Stakeholder management - establish & manage relationships, worked as a Single Point Of Contact for any/all performance related issues, analyzing data & presenting a holistic view
• Compliance – managing customer complaints in lieu of OFCOM regulations & validation compliance under GDPR
• Training compliance – ensuring all mandatory trainings are successfully completed in stipulated timeframe, timely delivery of all process related updates or trainings
• Handled queries & complaints from social media & business portal

Additional Responsibilities:

• Actively involved with Service Excellence, Process Excellence, and Transformation teams in improvement of processes & performance, data analysis, and, working on actions plans to bridge performance gaps
• Involved with training team for rolling out Great Conversations training in partnership with BlueSky
• Involved in Training Need Identification, buddy-ups\

Achievements:

• Successfully ran the BT Local Business pilot supporting the local business partners in managing customer experience effectively, closure of sales, etc
• Running a pilot for managing complaints through SMS Trial
• Best coach of the year 2018-19
• Top performer on Sales for 2017-18 & 2018

• Managed outbound sales campaigns for US & UK based telecoms
• Setting up the required training process with the client helping employees in converting sales, setting up the required tools that will enable the sales representatives to share the required information with the customers and create a better rapport, coaching & feedback for continuous improvement & improving performance
• Undertaking the projects single handed starting from collaborating with the recruitment team for hiring of the requisite skill set to delivering training & sales performance are my key roles
• Span of control: 125 advisors with 6 team leaders reporting to me.

• Managed a team of 25 Sales & Customer Service Executives providing sales, billing & customer service support via chat & follow up calls for the biggest US telecom & home entertainment service provider
• Actively involved in transitioning the program & new hires on the program, setting up tools required and training thereof to ensure smooth & profitable functioning of the program.
• Managing performance & delivery of key metrics