Prasun Ghosh Hazra

• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Nurtured long-term partnerships by maintaining open lines of communication and providing consistent support.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
• Facilitated successful renewals through diligent relationship management and proactive issue resolution.
• Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
• Identified at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn.

• Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
• Developed a high-performing team by recruiting top talent, providing ongoing training, and fostering a positive work environment.
• Trained employees on risk management best practices, empowering them to make informed decisions regarding potential risks.
• Developed key performance indicators to monitor the effectiveness of escalation management initiatives.
• Managed escalated cases effectively by employing diplomacy and tactful negotiation skills, resolving situations in a prompt manner while preserving client relations.
• Identified opportunities for upselling, driving revenue growth through targeted sales initiatives.
• Collaborated with cross-functional teams to develop new processes, improving overall customer management operations.
• Created detailed reports analyzing trends in customer behavior, using insights gained to inform future strategy decisions.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.

• Improved customer satisfaction by addressing and resolving complaints promptly.
• Developed strong working relationships with staff, fostering a positive work environment.
• Implemented staff training programs, enhancing product knowledge and improving customer service skills.
• Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
• Conducted employee performance evaluations, providing constructive feedback for growth and development.
• Facilitated clear communication between employees and upper management through regular meetings and updates.
• Interact with other technology teams to extract, transform, and load data from a wide variety of data sources using SAP Sybase central or SQL Anywhere and MS SQL scripts.
• Handling Escalations with B2B Enterprise Clients.
• Setting up and testing new database and data management systems (RDBMS).
• • Troubleshoot system/app issues on DB and app servers.

Collaborated with management to identify specific employee development needs and tailor training materials accordingly. Mentored junior trainers, sharing best practices and providing constructive feedback for their professional growth. Developed specialized curriculum for targeted skill improvement, resulting in higher productivity levels. Led cross-functional team training sessions to foster collaboration and improve overall efficiency. Established a culture of continuous learning by promoting self-directed education opportunities for employees at all levels of the organization. Evaluated training program effectiveness through regular feedback collection and assessment tools, ensuring continuous improvement.

Responsible for process training. Was part of transition team to set up new center for the account. Supported new center for 6 months. SPOC for conducting revenue outflow analysis for the process. Received award for extra initiatives; Global Process Services. Only trainer to be client certified for all LOBs and conducted process training in multiple locations.