PRASHANTH V

Implementation Specialist,03/2021 - Current

TATA MD LTD–Bangalore, India

· Provided executive governance for complex transition and transformation programs, managing large-scale teams and multi-functional

· Managing large-scale process transformation and automation projects, improving SLA compliance by 15%and reducing process errors by 20%.

· Collaborating with cross-functional teams and senior leadership to establish standardized process metrics and performance benchmarks.

· Oversaw planning, execution, reporting, and escalation management for all transition and transformation activities.

· Led final-stage presentations before contract signature, supporting client negotiations and approvals.

· Conducted RCA/RCF analysis and drove NPS/CSAT management (Root cause analysis and customer satisfaction)

· Managed project budgets, forecasts, and expenses, ensuring alignment with financial performance objectives.

· Coached and mentored individual project managers and teams, driving a culture of high performance and accountability.

· Managed customer relationships through In-house CRM systems, making amendments to current CRM with the support of IT function to make it more efficient.

· Engaged in departmental initiatives to enhance project governance frameworks and methodologies.

· Successfully managed startup project including business process optimization, SOP, IT infrastructure, vendor selection, and contract negotiations, SLAs, staffing, training and build-out.

• Supported the planning and execution of multiple transition and transformation initiatives.
• Collaborated across departments and functional teams to achieve project milestones and maintain timelines.
• Managed resource allocation and matrix team coordination, ensuring optimal productivity.
• Oversaw SLA tracking and quality control, maintaining performance consistency.
• Initiated and managed change requests and process improvements, reducing turnaround time.
• Provided recommendations on operational streamlining and process optimization.
• Delivered training and mentoring to new associates to enhance team capability

• Processed high-volume client quotations via IFO and Salesforce with accuracy and speed.
• Addressed and resolved client escalations, ensuring service recovery and satisfaction.
• Trained over 50 team members on Salesforce and IFO tools, improving team competency.
• Managed market discount implementation, supporting customer retention strategies.
• Utilized bulk upload techniques to streamline data processes and save time.
• Collaborated with internal teams to enhance pricing and quote accuracy.
• Recognized for consistent accuracy and deadline adherence under high workload conditions.