Prasum Chettri
Bengaluru
Summary
Dynamic Senior Process Executive with extensive experience at Infosys BPM Limited, recognized for significantly enhancing customer satisfaction and optimizing operational efficiency. Demonstrated leadership in project management, successfully implementing process improvements while mentoring high-performing teams. Proficient in customer relationship management and conflict resolution, consistently exceeding performance targets. Aiming to leverage expertise in driving operational excellence to achieve organizational goals.
Overview
6
6
years of professional experience
Work History
Senior Process Executive
Infosys BPM Limited
Bengaluru
03.2024 - Current
- Managing customer requests: handling customer escalations and requests and ensuring that SLAs are met.
- Improving business processes: analysing current processes, identifying areas for improvement, and implementing changes to increase productivity and customer satisfaction.
- Coordinating with departments: Working with other departments to streamline operations.
- Maintaining records: Keeping accurate records of business activities, including agreements, orders, exceptions, and queries.
- Communicating with stakeholders: Establishing and maintaining relationships with internal and external stakeholders.
- Mentoring new employees: Providing guidance and mentorship to new employees.
- Participating in process improvements: collaborating with teams to identify process improvements and new ideas.
- Learning new technologies: adapting to new technologies and changing business needs.
Consultant
Hinduja Global Services
Bengaluru
11.2023 - 02.2024
- Stay informed about product updates, participate in training sessions, and effectively communicate product features and benefits.
- Ensure high-quality interactions align with company standards in both service and sales.
- Use effective communication skills, adhere to company scripts and guidelines, and maintain a professional and positive tone for service and sales interactions.
- Identify and qualify potential leads during customer service interactions.
- Recognize sales opportunities while addressing service inquiries, collect relevant customer information, and pass qualified leads to the sales team.
- Maintain accurate and detailed records of both service and sales interactions.
- Document customer information, inquiries, and feedback in the CRM system for both service and sales activities.
- Ensure compliance with company policies and procedures for both service and sales.
- Adhere to service and sales guidelines, follow ethical practices, and stay updated on industry regulations.
- Identify opportunities for process improvement in both service and sales.
- Provide feedback on existing processes, suggest improvements, and stay informed about industry best practices for both functions.
- Collaborate with the service and sales teams for seamless customer experiences.
- Communicate effectively with other teams, share insights, and coordinate efforts to enhance overall customer service and sales performance.
Senior Learner Success Manager
Simplilearn Solutions Private Limited
Bengaluru
12.2021 - 11.2023
- Researching and obtaining certifications in cutting-edge technologies, sponsored by Simplilearn.
- Engaging with participants before classes and understanding their learning needs to enhance the overall learning experience.
- Hosting in-class sessions, facilitating Q&A sessions, and evaluating assignments and projects.
- Managing demo classes and providing guidance and mentorship for projects.
- Providing continuous project management and support throughout the course.
- Ensuring the successful completion of the course by participants.
- Assisting customers through email, calls, and chats for support.
- Handling social media escalations and collaborating closely with various stakeholders within the company.
- Working closely with the Online Reputation Management (ORM) team to ensure smooth operations.
- Create monthly reports and analyze reviews on social media using the Android review sheet.
Customer Service Executive
IndiGo Airlines
Bagdogra
02.2019 - 04.2021
- Company Overview: Airport operations and Customer Service
- Assist customers through all procedures related to arrivals & departures in the following activities:
- Reservations & ticketing- Making reservations across the counter, selling tickets, remitting cash to the concerned department, answering customer queries over the telephone, and also upselling if the customer needs any other services to be provided
- Departures- Attend the pre-flight and post-flight briefings, set up check-in counters, screening of checked-in baggage, maintain high-quality check-in procedures, and assist customers with special requests
- Arrivals- To assist customers with special requests, assist customers with mishandled/damaged baggage, prepare all required reports for the same, co-ordination with the baggage vendors for the damaged bags, follow up with the en-route stations regarding lost baggage, post-flight departure, filing of all necessary flight papers, and any other responsibility assigned by the management from time to time
- Airport operations and Customer Service
Education
B.A - English Honours
Salesian College Sonada
Darjeeling04.2017
Higher Secondary -
Mahbert High School
12.2014
Skills
- Customer Relationship Management
- Conflict Resolution
- Social Media Management
- Creativity & critical thinking
- Communication skills
- Active learning & listening
- Problem solving
- Leadership
- Project management
- Organizing skills
- Proficient presentation and communication skills
Projects
Debatable Analysis: Authenticity of Romantic Love in Shakespeare's Sonnets Debatable Analysis: Themes of Love, Satire, and Societal Norms in Jane Austen's Poems
Languages
- English
- Nepali
- Hindi
- Bengali
Personal Information
- Date of Birth: 06/21/96
- Gender: Male
Tech Knowledge
- Microsoft Office Suite (Word, PowerPoint, Excel)
- Google Drive (Sheets, Docs, etc.)
- SharePoint
- Conference calling software (Zoom, Skype, MS Teams, WebEx)
- Evernote, WordPress, etc.
- Salesforce CRM
Timeline
Senior Process Executive
Infosys BPM Limited
03.2024 - Current
Consultant
Hinduja Global Services
11.2023 - 02.2024
Senior Learner Success Manager
Simplilearn Solutions Private Limited
12.2021 - 11.2023
Customer Service Executive
IndiGo Airlines
02.2019 - 04.2021
B.A - English Honours
Salesian College Sonada
Higher Secondary -
Mahbert High School
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