Prateek Desai
Mumbai
Summary
Diversified professional with 17+ years experience working across Insurance, BFSI, E-Commerce, Q-Commerce & Consumer Tech companies in the areas of Customer Support, Operations & Customer Experience. Proven track record of setting up & scaling support functions across startups as well as enterprises.
Overview
17
17
years of professional experience
Work History
Director - Customer Support
Zepto (Kiranakart Technologies Pvt Ltd)
Mumbai
09.2023 - Current
- Heading Customer Experience, Design & Online Reputation Functions
- Managing a team of over 400 members
- MD, CXO & Social Media complaint management
- Process improvisation & automation
- Demonstrated leadership by making improvements to work processes and helping to train others.
- Identified needs of customers promptly and efficiently.
- Achieved cost-savings by developing functional solutions to problems.
AVP - Customer Support
ICICI Lombard
Mumbai
06.2017 - 09.2023
- Heading Customer Grievance Function
- Heading Employee Grievance Function
- Managing a team of 35 members
- Program manage MD reviews.
- MD, CXO & Social Media complaint management
- Process improvisation & automation
- Define & implement Grievance Redressal Processes
- Developed annual budget for department and monitored progress throughout year.
- Provided leadership, direction, guidance, and support to team members on a daily basis.
- Conducted regular meetings with stakeholders to review performance against goals and objectives.
- Coordinated cross-functional teams in order to deliver large scale projects within agreed upon timelines.
Manager - Customer Service
Pepperfry.com (Trendsutra Platform Services)
11.2011 - 06.2017
- Setup Support, Escalations & Last Mile Delivery Functions
- Manage inbound support with 85+ agents
- Setup & Managed support across voice, chat, email & social
- Ideated & implemented Last Mile Delivery
- Pilot project of backend complaint management team
Customer Service Representative
Hutchison 3 Global Services
08.2010 - 11.2011
- Query & complaint resolution for international market
- Training new hires on SOPs & top call drivers
- Technical support for onboarding new clients
Quality Assurance Specialist
Sitel India Limited
12.2006 - 11.2009
- Monitor & evaluate customer calls at contact center
- Deliver agent feedback for driving better experience
- Suggest changes in business SOPs basis VoC
Education
Bachelor of Commerce -
Manav Bharti University
06-2012
Skills
- Process Improvement
- Quality Assurance
- Business Development
- Change Management
- Customer Satisfaction
- Operations Management
- Leadership
- Team Management
- Customer Service
- Customer Experience
- Contact Center Management
- CRM
- Big Data Analytics
- Escalation Management
- Learning & Development
- People Management
Accomplishments
- Performance Frontier - February 2019 (ICICI) Awarded Performance Frontier for seamless management of CXO level escalations & delivering brand promise.
- Employee Of The Year - July 2015 (Pepperfry) Awarded Employee Of The Year for successfully launching 3 pilot projects which resulted in increased CSAT & NPS while reducing OPEX.
- Best Advisor - 2011 Awarded as the best advisor for consistency in managing KPIs as well as helping support specialists for complex call drivers and OJT.
Hobbies and Interests
Automobiles, Cricket, Technology
Languages
English
First Language
Hindi
Proficient (C2)
C2
Gujarati
Intermediate (B1)
B1
Marathi
Intermediate (B1)
B1
References
References available upon request.
Timeline
Director - Customer Support
Zepto (Kiranakart Technologies Pvt Ltd)
09.2023 - Current
AVP - Customer Support
ICICI Lombard
06.2017 - 09.2023
Manager - Customer Service
Pepperfry.com (Trendsutra Platform Services)
11.2011 - 06.2017
Customer Service Representative
Hutchison 3 Global Services
08.2010 - 11.2011
Quality Assurance Specialist
Sitel India Limited
12.2006 - 11.2009
Bachelor of Commerce -
Manav Bharti University
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