Prem Prakash
Bangalore
Summary
Results-driven and customer focused leader with 15+ years of passion for operational excellence and a proven track record of managing and empowering technical support teams. Proven success in managing multi-million-dollar vendor contracts, enhancing service delivery, and building strategic partnerships across diverse geographies. Adept at training programs, KPI governance, cost optimization, and scaling global technical support for leading cloud platforms. Delivered annual cost savings of $1.2m through vendor consolidation, contract renegotiation, and process improvement. Data driven decision making, innovation, and exceeding customer expectations. (Improved CSAT by 18% and NPS by 9% Q-to-Q in the last 6 months.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Group Manager
HCL Technologies Ltd.
08.2021 - Current
- Leading a high-performing team of technical experts, driving accountability and practicing leadership principles to solve complex customer technical issues and ensure the retention of top talent.
- Overseeing global vendor performance, workforce planning, and operational excellence across multiple geographies. (Critical Metrics: CSAT 90%, FCR 84%, SOX Audit, Escalation % 15%, Process Quality 95%)
- Introduced a cloud-specific vendor training curriculum reducing time-to-proficiency for new hires by 28%.
- Offering best in class customer experience with CSAT @94% and FCR @90% along with lowest in repeat interaction rate @3% and Sales Lead Conversion @31% (highest in last 4 Quarters globally).
- Spearhead strategic initiatives including, GTM planning, channel partnerships, and incentive design to accelerate business growth.
- Lead Projects and training initiatives to foster innovative changes for process improvement, better resources utilization, performance optimization. Recent Projects: Customized AI driven Knowledge Base Tool (Improved agent efficiency by 15%, 1-Click Tool Integration: Automate customer onboarding process to reduce TAT by 30% and cost by 25%).
- Grooming talented individuals to deliver exceptional results.
Vendor Ops Manager II for India & APAC
Motorola Mobility
10.2009 - 07.2021
- Managed multi-vendor BPO operations, ensuring SLA compliance in tech support and pre & post-sales services.
- Achieved cost efficiency with a governance model, maintaining CSAT at 90%, FCR at 83%, and escalation rate below 1%.
- Developed continuous training programs for vendor agents, increasing First Contact Resolution by 18%.
- Drove volume forecasting, capacity planning, and budget tracking, reducing operating costs by 21% over 11 months.
- Led CRM system integration (Oracle RNT with Facebook Messenger and WhatsApp), enhancing service delivery efficiency.
- Executed strategic headcount allocation and resource optimization plans, improving performance metrics.
- Advised senior leadership on vendor strategies, risk mitigation, and operational transformation initiatives.
- Conducted quarterly SOX compliance audits, documenting gaps and implementing corrective actions.
Process Advisor
BACS (Bank of America, subsidiary)
10.2006 - 09.2009
Analyst
IBM Global Business Services
08.2005 - 09.2006
Education
MBA - Finance
Sikkim Manipal University
New Delhi06-2009
Master of Arts - economics
University of Ranchi
Ranchi06-2005
Skills
- Global vendor strategy and governance
- Technical support for cloud and SaaS
- Tool integration and automation
- Risk and compliance management
- Stakeholder engagement
- Training program development
- Cost efficiency and process optimization
- Contract lifecycle management
- Talent development and engagement
- Data-driven performance analytics
Certification
- PMP, PMI, 2025
- Lean Six-Sigma Green Belt, 2015
- Google Cloud Digital Leader Certification, 2025
- ITIL v4 Foundation Certification
Languages
- Hindi
- English
Personal Information
Date of Birth: 08/15/84
Timeline
Group Manager
HCL Technologies Ltd.
08.2021 - Current
Vendor Ops Manager II for India & APAC
Motorola Mobility
10.2009 - 07.2021
Process Advisor
BACS (Bank of America, subsidiary)
10.2006 - 09.2009
Analyst
IBM Global Business Services
08.2005 - 09.2006
MBA - Finance
Sikkim Manipal University
Master of Arts - economics
University of Ranchi
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