Summary
Overview
Work History
Education
Skills
Certification
Hobbies and Interests
Timeline
Generic
Prashant Wadhwa

Prashant Wadhwa

Ghaziabad

Summary

Experience in leading Problem Management Team with experience in program management and problem resolution. Results-oriented ITSM leader with a passion for problem management and a proven ability to lead and motivate teams to achieve optimal performance. Possessing commercial acumen, I have an Analytical/Methodological approach to better understand business/process knowledge. I am always motivated towards meeting deadlines and be answer ready to accelerate. My Ultimate goal lies in becoming the Knowledge Base and acting as a Backbone for the deliveries involved.

Overview

19
19
years of professional experience
1
1
Certification

Work History

Assistant Manager (Problem Management)

Teleperformance GBS (India) Pvt. Ltd
01.2024 - Current
  • Leading ITSM Team in Problem Management across Domains and India Region
  • Strong analytical skills with a track record of identifying underlying issues and trends to prevent future incidents.
  • Demonstrated ability to lead root cause analysis (RCA) and implement permanent corrective actions to prevent future/repeat incidents.
  • Communication and Coordination skills to liaise between IT Teams, Stakeholders for comprehensive problem resolution.
  • Driving KPIs and Parameters of the team
  • Quality Audits and Reporting
  • Training & Development

Assistant Manager (License Compliance)

Jotwani Associates LLP
01.2021 - 12.2023
  • Assisting Global License Compliance of a US Giant
  • Customer Success Relations & Escalation Calls
  • Gap Identification and driving closures
  • Dispute Resolution and Regularization of Escalations
  • Training & Development
  • Invoicing
  • Reporting to internal & external stakeholders

Key Account Manager (Govt & Pvt Skilling Projects)

Karcher Cleaning Systems Pvt. Ltd.
07.2019 - 04.2021
  • Project Proposal /Reports preparation for Govt funded Skilling Program
  • Monitoring & Evaluation, Managing Operational Progress
  • Adherence & Optimizing processes/SOPs in the company in line with business and customer delight
  • Development of operating procedures
  • Project aligned F&A & Procurement as per budgeted best Cost

Officer (Government Skilling Projects)

Skill Council for Green Jobs
01.2016 - 02.2019
  • Handling Skilling Operations under NSDC Nodal Agency for Ministry of Skill Development & Entrepreneurship
  • Liaisoning with Government and Industry organizations
  • Coordinating various activities in/out line to the projects' completion

Associate-Sales (Domestic)

No Frills Deal
07.2014 - 11.2015
  • Company Overview: A Real Estate Brokerage Firm dealing in High End Properties
  • Meetings with ultra-premium investors and promoters
  • Collecting relevant documents for verification and property sale
  • Assigning resources for payment/document collection
  • A Real Estate Brokerage Firm dealing in High End Properties

Sr. CCP (Domestic & International)

American Express India Pvt. Ltd.
11.2012 - 04.2014
  • Ownership of selected premier Card Members Contact Centre
  • Training new products and services introduced on monthly basis

Associate (International)

Steria India Pvt. Ltd.
03.2011 - 11.2012
  • UK Accounts Payable Contact Centre
  • Ownership of handling selected supplier's accounts
  • Transaction verification in compliance
  • Updating Process Documents
  • Transitioning Process Changes and its Implementation.
  • Monthly Reporting.

Executive (Domestic)

Vikas Publishing House
10.2009 - 01.2011
  • Company Overview: on Payroll of Team Lease Services
  • Taking incoming orders, Invoicing and its dispatch
  • Stock and Palette count, and its Classification
  • Ensuring Balance between Demand (Sale) and Supply (Production)
  • Responsibility of Stock Insurance.
  • On Payroll of Team Lease Services

Sr. CCE (International)

HCL Technologies BPO Services Pvt. Ltd.
02.2006 - 01.2008
  • Handled Troubleshooting Calls for UK broadband Service Provider
  • Promoted to High Level Complaints (One of its reputed outsourced department)
  • Handled Billing and Customer Service with high degree of Communication and Accuracy.

Education

PGDBM - Operations and International Business

Institute of Management & Technology
Ghaziabad
08.2009

Bachelor of Business Administration - Finance

Guru Gobind Singh Indraprastha University
New Delhi
08.2004

Skills

  • Attention to Detail
  • Problem Solving
  • ServiceNow
  • ITIL Framework
  • Team leadership
  • Reporting and documenting
  • Project management abilities
  • Verbal and written communication
  • Stakeholder management
  • Client relationships

Certification

  • SAP SD, 03/2010
  • Introduction to Project Management, Present
  • PMP Basics, Present

Hobbies and Interests

  • Learning New Culture
  • Driving
  • Web Series on Real Events/History/Drama
  • Exploring New Scenic Places
  • Sudoku and other Math/Brain IQ Puzzles

Timeline

Assistant Manager (Problem Management)

Teleperformance GBS (India) Pvt. Ltd
01.2024 - Current

Assistant Manager (License Compliance)

Jotwani Associates LLP
01.2021 - 12.2023

Key Account Manager (Govt & Pvt Skilling Projects)

Karcher Cleaning Systems Pvt. Ltd.
07.2019 - 04.2021

Officer (Government Skilling Projects)

Skill Council for Green Jobs
01.2016 - 02.2019

Associate-Sales (Domestic)

No Frills Deal
07.2014 - 11.2015

Sr. CCP (Domestic & International)

American Express India Pvt. Ltd.
11.2012 - 04.2014

Associate (International)

Steria India Pvt. Ltd.
03.2011 - 11.2012

Executive (Domestic)

Vikas Publishing House
10.2009 - 01.2011

Sr. CCE (International)

HCL Technologies BPO Services Pvt. Ltd.
02.2006 - 01.2008

PGDBM - Operations and International Business

Institute of Management & Technology

Bachelor of Business Administration - Finance

Guru Gobind Singh Indraprastha University

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Prashant Wadhwa