Prashanth Chakravarthy Sudarshan
Bangalore
Summary
IT transformation and Global service Delivery management Leader
Results-driven IT Service Delivery and Operations expert with 11 years of experience and 8 years in ITES customer service. Specializes in evaluating client needs and crafting solutions that support business continuity and growth. Demonstrated success in leading teams and optimizing resources to achieve project milestones. Strong organizational skills and a proactive approach to problem-solving in dynamic environments.
Overview
21
21
years of professional experience
1
1
Certification
Work History
Operations Consultant & Business Development
Freelance-Consulting for US based IT & augmentation Service Company
Bangalore (Remote)
08.2023 - Current
- Analyzed operational processes, identifying areas for efficiency enhancement.
- Developed and implemented standard operating procedures across departments.
- Collaborated with cross-functional teams to streamline workflows and improve communication.
- Conducted training sessions to educate staff on new operational strategies and tools.
- Evaluated vendor performance to ensure compliance with service delivery standards.
- Managed project timelines, ensuring timely completion of operational initiatives.
- Drafted comprehensive documentation of existing and proposed operational processes.
- Monitored customer feedback surveys to pinpoint areas for improvement.
- Administer diverse staff augmentation contract formats like C2C, 1099, contract-to-hire & W2
Associate Manager- Service Delivery
Microland Ltd.
Bangalore
06.2012 - 05.2023
- Supervised end-to-end IT service delivery and operations for GE across all sectors.
- Managed over 10 cross-functional projects ranging from medium to high complexity.
- Coordinated resources to map out project deliverables while ensuring compliance with quality standards.
- Developed and enforced performance standards to maintain a high-quality environment focused on customer satisfaction.
- Collaborated with internal and external audit teams to facilitate ISO certification processes.
- Implemented process improvements that optimized procedures and reduced operational costs.
- Cultivated strong client relationships through effective issue resolution and communication.
- Monitored employee productivity to enhance team efficiency and drive talent retention.
- Handled responsibilities successfully in manager's absence.
- Managed daily workflow of team members to meet organizational goals.
- Led change management initiatives to adopt new technologies within the organization.
- Supported budgeting processes by providing insights on operational expenditures.
- Oversaw vendor relationships to ensure compliance with service level agreements.
- Facilitated training sessions to improve team capabilities and knowledge sharing.
- Coordinated cross-functional teams to enhance service delivery and client satisfaction.
- Monitored customer complaints and provided timely solutions to improve customer experience.
- Created monthly reports outlining progress on key initiatives.
- Ensured compliance with company regulations, laws, and safety standards.
- Conducted regular performance reviews with direct reports.
- Collaborated with senior management to develop annual operational plans.
- Resolved conflicts between employees or customers in a professional manner.
- Analyzed financial data to identify trends and areas for improvement.
- Provided guidance on complex projects ensuring deadlines were met.
- Interviewed prospective employees and provided input to HR on hiring decisions.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Proposed or approved modifications to project plans.
- Implemented quality control measures to uphold company standards.
Group Leader-Technical
Hinduja Global Solution
Bangalore
04.2004 - 06.2012
- Managed 30-member team of Senior Technical Support Executives to resolve broadband connection issues.
- Identified technology and process gaps, closing them through targeted coaching and mentoring.
- Implemented system and call scripts to enhance management of call volume.
- Met weekly and monthly targets and metrics for operational excellence.
- Reported total workload daily, weekly, and monthly to ensure transparency.
- Maintained comprehensive records of quality, attendance, and performance for each executive.
- Evaluated agent performance weekly and monthly in preparation for annual appraisals.
- Collaborated with Quality Team, Technical Support team, and WFM to streamline operations.
Education
SSLC -
Good Shepherds School
BengaluruCommerce -
St. Josephs College of Commerce
BengaluruB. Com -
V.E.T. first Grade College
BengaluruSkills
- Service delivery and operations management
- Incident and problem resolution
- Change and conflict management
- Planning and implementation strategies
- Client service and support
- Project documentation and quality assurance
- Policies and procedures development
- Problem-solving expertise
- Customer rapport building
- Contract management and negotiation
- Staff management and recruitment
- Cost control and optimization
Certification
ITIL Certified, AXELOS GLOBAL, Bengaluru, 2014-01-01
References
References available upon request.
Timeline
Operations Consultant & Business Development
Freelance-Consulting for US based IT & augmentation Service Company
08.2023 - Current
Associate Manager- Service Delivery
Microland Ltd.
06.2012 - 05.2023
Group Leader-Technical
Hinduja Global Solution
04.2004 - 06.2012
SSLC -
Good Shepherds School
Commerce -
St. Josephs College of Commerce
B. Com -
V.E.T. first Grade College
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