Prateek Desai
Mumbai
Summary
Results-driven professional with over 18 years of experience across various industries, specializing in the development and enhancement of support functions in both startup and corporate environments. Proven ability to drive operational excellence and foster growth, consistently achieving organizational objectives.
Dynamic manager and analytical problem-solver with a proven track record in team building and leadership. Skilled in enhancing employee engagement through strategic monitoring and morale-building initiatives, leading to significantly improved performance metrics. Expertise in fostering strong customer relations and executing impactful business operations strategies in collaboration with C-suite executives. Committed to driving organizational success through effective communication and trust-building across all levels.
Overview
18
18
years of professional experience
Work History
Assistant Vice President
CIFDAQ Blockchain Ecosystem Ind Ltd, Mumbai
Mumbai, Maharashtra
09.2024 - Current
- Established call centers in domestic and international locations to align with company goals.
- Oversaw infrastructure and technology integration throughout installation phase.
- Developed operational processes to boost efficiency and customer satisfaction.
- Led recruitment and training programs to develop skilled teams.
- Assessed and negotiated agreements with vendors, ensuring top service delivery.
- Oversaw budgets and tracked expenditures to ensure financial efficiency.
Director - Customer Support
Kiranakart Technologies Pvt. Ltd
09.2023 - 09.2024
- Spearheading customer experience, design, and online reputation functions
- Managing a large team of over 400 members
- Leading MD, CXO, and Social Media complaint management
- Implementing process improvisation and automation strategies
- Providing leadership in improving work processes & conducting training sessions
- Led the team to successfully manage a high volume of customer queries
- Streamlined operations leading to reduction in response time
Assistant Vice President
ICICI Lombard
06.2017 - 09.2023
- Headed customer grievance and employee grievance functions
- Managed a team of 35 members and program managing MD reviews
- Defined and implemented grievance redressal processes
- Developed annual budgets and monitoring department progress
- Provided leadership, guidance, and support to team members
- Spearheaded the implementation of a customer feedback analysis system at ICICI Lombard, resulting in improvement in operational efficiency and a more targeted approach to addressing customer needs
- Successfully streamlined operations at ICICI Lombard, leading to reduction in response time and enhancing overall customer service levels
- Awarded Performance Frontier for seamless management of CXO level escalations
- Implemented changes resulting in improvement in operational efficiency
- Led the team to achieve reduction in customer complaints
Manager
Pepperfry.com
11.2011 - 06.2017
- Setup and managed support functions across voice, chat, email, and social media
- Ideated and implemented last-mile delivery pilot projects
- Conducted training sessions for new hires on SOPs and call drivers
- Coordinated cross-functional teams for project deliveries
- Introduced last-mile delivery solutions at Pepperfry.com, resulting in improvement in delivery times and increased customer satisfaction
- Developed and implemented a comprehensive customer service training program at Pepperfry.com, leading to increase in customer satisfaction ratings and improved team performance
- Recognized as Employee of the Year for successful pilot projects resulting in increased CSAT & NPS
- Implemented last-mile delivery solutions resulting in improvement in delivery times
- Led the team to achieve increase in customer satisfaction ratings
- Successfully resolved escalated customer complaints
- Implemented a new CRM system resulting in improvement in response times
Customer Service Representative
Hutchison 3 Global Services
08.2010 - 11.2011
Quality Assurance Specialist
Sitel India Ltd
12.2006 - 11.2009
Education
B.Com. -
Manav Bharti University
Skills
- Customer Support Operations
- Infrastructure Design and Implementation
- Negotiation Expertise
- Financial Budgeting
- Performance Assessment
- Customer Satisfaction
- Call Center Management
- Team Leadership
- Grievance Management
- Recruitment and Development
Timeline
Assistant Vice President
CIFDAQ Blockchain Ecosystem Ind Ltd, Mumbai
09.2024 - Current
Director - Customer Support
Kiranakart Technologies Pvt. Ltd
09.2023 - 09.2024
Assistant Vice President
ICICI Lombard
06.2017 - 09.2023
Manager
Pepperfry.com
11.2011 - 06.2017
Customer Service Representative
Hutchison 3 Global Services
08.2010 - 11.2011
Quality Assurance Specialist
Sitel India Ltd
12.2006 - 11.2009
B.Com. -
Manav Bharti University
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