Prashant Leo Pereira
Senior Executive
153, Near Dongri Church, Bhayander (W), P.O. Uttan, Dist - Thane
Summary
- Sincere and diligent professional with an experience of 16 + Years in operation management, loyalty program, Data quality and analysis, Administration, and customer service.
- History of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills.
- Expertise in managing the quality and integrity of data. Ability to review, analyze and manage large volumes of data.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
8
8
Certificates
3
3
Languages
Work History
Senior Executive - Quality and Data Assurance
Jet Privilege Pvt Ltd
Mumbai
12.2014 - Current
- Working on Daily/Weekly/Monthly Reconciliation activity on the records pertaining to programme partners and ensuring that the required set of Miles are accurately accrued in the member’s account and redeemed from member's account.
- Responsible for periodically highlighting system and process gaps pertaining to the all the processes with the business/Product teams thus leading to data correction and system fixes
- This in turn leads to enhanced customer satisfactions
- Effectively coordinating with relevant cross-functional teams internally and ensuring a timely closure of all activities as per agreed timelines
- Maintaining consolidated trackers Month wise and supporting documents of all data inconsistencies for all activities
- Conducting data quality checks on all the Partner Billing files for Airline/Non-Airlines/Co brand and Conversion partners as per agreed parameters & business logic
- Identifying billing errors to the respective team members from the operations team, getting them rectified and billed subsequently to the partners post corrections
- Maintaining a Monthly billing tracker and ensuring that the same is accurately updated by the operations team members, thus leading to end-to-end closure of the partner billings till the invoices are raised in SAP
- Working closely with the RPA (BOT Team) to successfully Test and implement the processes in production thus leading to automation of the said processes
- Working closely with the call center teams via email or conference calls for reconciliation and other Ad hoc projects
- Working on Co Brand partner Recon activities, coordinating with the external Auditors, internal teams, and ensuring that the activity are closed as per agreed timelines
- Dealing in Customer service escalation resolutions, resolving customer service queries.
- Analyzed data to identify opportunities for improvement.
- Used coordination and planning skills to achieve results according to schedule.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Carried out day-day-day duties accurately and efficiently.
- Developed and maintained courteous and effective working relationships.
Senior Specialist
CONVERGYS PVT. LTD - Optus
MUMBAI
03.2012 - 12.2014
- Managing inbound customer queries, complaints and providing quick resolution
- Responded promptly to customer inquiries and efficiently handled & resolved customer complaints
- Identified areas in need of critical improvement and implemented strategies to achieve targets.
- Oversaw work of junior personnel, OJT staff, helping to motivate strong performance and improve overall knowledge with focus on mentoring and coaching.
- Offered coaching and resources to help program participants maintain progress and achieve goals.
- Listened and responded to customer requests and forwarded necessary information to superiors.
- Attended training programs to deepen professional skillset and assisted in training fellow store associates on existing and new training programs.
Senior Customer Service for Jet Airways
TRANS CONTINENTAL E SERVICES
MUMBAI
05.2007 - 02.2012
- Servicing privilege members with timely, accurate and efficient updating of their membership records.
- Increased customer satisfaction by resolving customer issues.
- Part of the team that handled telephonic queries and written correspondence ensuring superior service and excellent relations with our esteemed Jet Privilege members
- Managed domestic & international reservations of the privileged members, liaised with partner airline regarding international booking and issued PTA (Pre-Paid Ticket Advice)
- Liaised with outstation coordinators, took necessary action and recommendation related to service issues and presented statistics to Team Leaders/Manager on status and action taken
- Operating system CRIS, Casa, & GDS - Quick Sabre Program
- Managing Avaya, preparing different types of reports, maintaining data of staff
- Train the OJT staff and provide regular feedback and updates on staff performance to the Team leader and Team Manager to ensure service standards are met as per the industry guidelines both in terms of calls and mailers.
Customer Service Associate - Ameriprise
WNS GLOBAL SERVICES PVT LTD
MUMBAI
04.2006 - 11.2006
- Provided primary customer support to internal and external customers.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
- Collected customer feedback and made process changes to exceed customer satisfaction goals.
Sales Administration and analysis assistant
PRINCEPS PHARMACEUTICALS PVT LTD
Mumbai
08.2003 - 03.2006
- Co-ordination and follow up with Accounts, Distribution, Production department for different types of matters
- And handling Doctor List and Chemist List
- Maintaining records of new Joiners and to get the necessary forms filled up by them
- Arranging necessary materials required by them to start the fieldwork
- Setting up the target for different types of products for different regions
- Planning for distributing Samples to the field staff
- Providing all the Sales related data to the management as on when they required
- Checking Expense statements of around 150 field staff
- Checking Hotel bills, Courier bill
- Preparing the Quarterly Tour Programme for the field staff
- Monitoring the daily Attendance, leave status for the purpose of payroll Computation
- Managing and maintaining records of Expense reimbursement details, Salary details.
Education
Bachelor of Commerce - Financial Accounting
St. Gonsalo Garcia College - Mumbai University
Thane, Vasai 06.2000 - 05.2003
Diploma in Aviation Services And Hospitality
AHA -in Collaboration With University of Cambridge
Mumbai 03.2007 - 02.2008
Training in Food & Beverage Service Department
ITC Hotel
Mumbai 02.2007 - 03.2007
Maharashtra State Certificate (MS-CIT)
Maharashtra State Board of Technical Education
Mumbai 01.2003 - 06.2003
Diploma in Computer Operating
Cosmic Computers
Mumbai 06.2000 - 04.2001
Certificate Course in Accounting - Tally
Infotech Computer Education
Mumbai 07.2003 - 08.2003
Skills
Data Quality Monitoring
Database and user interface software
Product quality assurance
Operational Data Management
Internal Quality Audits
Quality checks
Data optimization
Strong multi-tasking skills
Strong written and verbal communication skills
Excellent analytical and problem-solving skills
Strong computer skills
Strong investigation skills
Quick-learning
Customer service management
Efficient customer service expert
Teamwork and Collaboration
Client loyalty and satisfaction
Data reconciliation
Certification
[Platinum Performance Award], [Jet Privilege] - [2016]
Timeline
[Top Performer Award], [Jet Privilege] - [2018]
09-2022
[Platinum Performance Award], [Jet Privilege] - [2016]
05-2016
[Customer Service Achievement award], [Convergys]
12-2014
Senior Executive - Quality and Data Assurance
Jet Privilege Pvt Ltd
12.2014 - Current
[Superstar of the Month], [Convergys] - [Mar'14]
04-2014
[Superstar of the Month], [Convergys] - [Dec'13]
12-2013
[Convergys Champion], [Convergys]
12-2013
[Knight of the Quarter], [Convergys] - [Oct'12 - Dec'12]
01-2013
[Superstar of the Month], [Convergys] - [Dec'12]
12-2012
Senior Specialist
CONVERGYS PVT. LTD - Optus
03.2012 - 12.2014
Senior Customer Service for Jet Airways
TRANS CONTINENTAL E SERVICES
05.2007 - 02.2012
Diploma in Aviation Services And Hospitality
AHA -in Collaboration With University of Cambridge
03.2007 - 02.2008
Training in Food & Beverage Service Department
ITC Hotel
02.2007 - 03.2007
Customer Service Associate - Ameriprise
WNS GLOBAL SERVICES PVT LTD
04.2006 - 11.2006
Sales Administration and analysis assistant
PRINCEPS PHARMACEUTICALS PVT LTD
08.2003 - 03.2006
Certificate Course in Accounting - Tally
Infotech Computer Education
07.2003 - 08.2003
Maharashtra State Certificate (MS-CIT)
Maharashtra State Board of Technical Education
01.2003 - 06.2003
Bachelor of Commerce - Financial Accounting
St. Gonsalo Garcia College - Mumbai University
06.2000 - 05.2003
Diploma in Computer Operating
Cosmic Computers
06.2000 - 04.2001