U. Venkata Prasad
Customer Excellence
New Delhi
Summary
Dynamic customer relations and business development expert with over 24 years of experience in leading high-performing teams and implementing innovative strategies to enhance customer satisfaction and operational efficiency. Proven track record in developing and executing procedures that drive business excellence and nurture client relationships. Seeking to leverage extensive background in customer service leadership to contribute to a forward-thinking organization poised for growth.
Overview
25
25
years of professional experience
3
3
Languages
Work History
Sr. Manager – Customer Care
FREED India Pvt Limited
Gurgaon
03.2021 - 03.2025
- Led a team of 40 customer service representatives, implementing strategic initiatives.
- Managing and coordinating with business affiliates and channel partners and consistently motivating them to enhance business
- Leading, mentoring & monitoring performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
- Working along with Business Development Team and Operations in the Migration & Transitioning of Processes.
Manager – Affiliate Relations
Settlement Corporation of America (SCOA)
Gurgaon
01.2010 - 02.2021
- Managing and Heading the front-end sales while also coordinating the on-field operations for smoother functioning of events.
- Managing and coordinating with business affiliates and channel partners and consistently motivating them to enhance business
- Continuously working towards providing revenue based profits for the organization
- Leading, mentoring & monitoring performance of team members to ensure efficiency in process operations and meeting of individual & group targets.
- Working along with Business Development Team and Operations in the Migration & Transitioning of New Processes.
- Mapping client’s requirements, identifying improvement areas & implementing measures to maximize satisfaction levels.
- Notable Accomplishments:
- Instrumental in resolving matters related to legal cases filed with BBB & AG by clients.
- Instrumental in migrating three different processes from scratch thereby setting up new line of business.
Manager – Business Development
Lahari Resorts
Hyderabad
01.2008 - 10.2009
- Analyzing the Reports generated from various sale and revenue points to derive future strategies for further increasing the same.
- Performing Guest Satisfaction Surveys and circulating the analysis based on their feedback to the management for improving overall performance.
- Notable Accomplishments:
- Instrumental in launching the new Lahari Resorts website based on theme “Play, Unwind Interact” derived from various facilities available at the resort.
- Initiated the process of guest feedback wherein the guests rated the performance of service rendered to them by various departments. The captured data being analyzed and presented to the management helped in increasing the competition between various departments thereby improving the overall service levels.
- Initiated the feedback process to gauge the guest experience in line with the continuous improvement process.
- Streamlined the collection process by incorporating the bucket process thereby bringing down the credit period from >90 days to < 30 days.
- Initiated the process of outbound calling to introduce the resorts to new companies thereby increasing the listed companies by almost 50%.
Assistant Manager - Customer Relations
Elvy Lifestyle Pvt. Ltd.
Gurgaon
08.2006 - 12.2007
- Creating awareness in the Indian market about a new concept – Catalogue Shopping via tactical campaigns and ATL & BTL activities.
- Launched the Elvy - ICICI Xpress Rewards Catalogue and the tie-ups for brand promotions with Olive Bar & Kitchen, MasterCard, American Express, Asia Spa etc.
- Notable Accomplishments:
- Increased distribution of the Elvy Catalogue across the country & reaching a million homes.
- Handled the HNI customer base via various tie-ups across different sectors.
Team Leader (Quality)
Vanguard Info Systems Ltd.
Gurgaon
03.2004 - 07.2005
- Led a team of 32 Floor Support Executives. Managing the UK processes and coordinating with the Operations floor to ensure the Quality standards as set by the client.
- Notable Accomplishments:
- Handled a project to improve the closers of the sales call, which resulted in the increase in the Billability for the Organization. Presented an analysis on back end report providing input to the reasons for cancellations.
Senior Customer Care Officer – DIRECTV
Convergys India Services Ltd.
Gurgaon
12.2002 - 03.2004
- Answering queries for billing and technical queries of US based customers.
Deputy Collections Manager
Xerox Modicorp Ltd.
New Delhi
08.2000 - 11.2002
- Led a team of 17 Collection Executives operating in and around Delhi. Ensuring maximum productivity by the Executives so that maximum revenue for the organization.
- Notable Attainments:
- Consistently provided maximum revenue for the organization throughout the tenure.
Skills
Strategic planning
Talent development
Operations management
Resource allocation
Timeline
Sr. Manager – Customer Care
FREED India Pvt Limited
03.2021 - 03.2025
Manager – Affiliate Relations
Settlement Corporation of America (SCOA)
01.2010 - 02.2021
Manager – Business Development
Lahari Resorts
01.2008 - 10.2009
Assistant Manager - Customer Relations
Elvy Lifestyle Pvt. Ltd.
08.2006 - 12.2007
Team Leader (Quality)
Vanguard Info Systems Ltd.
03.2004 - 07.2005
Senior Customer Care Officer – DIRECTV
Convergys India Services Ltd.
12.2002 - 03.2004
Deputy Collections Manager
Xerox Modicorp Ltd.
08.2000 - 11.2002
DOMAIN EXPERTISE
- Team Leadership
- Exploring potential business avenues, achieving increased business growth and market share.
- Continuously reviewing, identifying and managing market research and competition activity tracking to allow more effective deployment of sales force and product/price offerings.
- Sales Enablement
- Framing strategies for establishing greater awareness about the company & its products.
- Building brand focus in conjunction with operational requirements.
- Implementing pre/post launch sales promotional activities for brand building & market development
- Customer Experience Strategy
- Taking initiatives for maintaining SLA (Service Level Agreement) & SOP (Standards Operating Procedure).
- Strategizing the distribution of catalogues via tie-ups like Diner’s Club Cardholders & Golf Club members.
- Forecasting by doing Trend analysis for fast moving and slow moving items.
- Reviewing stock planning along with the procurement and Warehouse Teams.
- Process Improvement
- Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs and work processes.
- Actively involved in creating awareness for driving the projects and process improvement strategy & methodology, ensuring maximum operational efficiency.
- Client Relationship Management
- Leading, training and monitoring performance of the team members for maintaining excellence in operations
- Creating and fostering a healthy environment which facilitates high performance of team members and accomplishments of organisational goals.