VIVEK PRASHAR
Customer Success Lead | Program Management
Gurugram
Summary
Dynamic, customer-focused professional with over 4.5 years of diverse experience in banking, telecommunications, EdTech, and financial services. Demonstrated expertise in customer success, stakeholder management, and retention strategies, complemented by a strong track record in escalation resolution and SLA governance. Proven ability to lead teams and drive operational excellence while enhancing customer experiences through data-driven decision-making. Committed to delivering exceptional service and fostering long-term relationships that contribute to organizational success.
Overview
1
1
Language
2
2
Certifications
5
5
years of professional experience
Work History
Customer Operations Specialist – Verizon US
Accenture Solutions Pvt. Ltd.
08.2025 - 11.2025
- Managed high-priority customer escalations, billing concerns, and retention-focused interactions.
- Achieved 89% Verizon Experience Score (VXS).
- Maintained 97% issue resolution within 3 days while consistently meeting SLA and quality targets.
Program Manager
Great Learning
04.2025 - 06.2025
- Led end-to-end delivery of global AI & ML programs in collaboration with UT Austin.
- Managed learner engagement, stakeholder communication, and escalation resolution.
- Managed over 50 customer calls per day.'
Personal Banker – Client Operations
Barclays Global Service Centre
01.2023 - 11.2024
- Managed banking relationships and operational support for UK customers.
- Oversaw team operations during manager absence over 2-month period while delivering support as floor mentor to new trainees.
- Improved NPS performance from -42 to +11 through customer recovery initiatives.
- Weekly NPS Winner in April, May, June, August, and November.
- Earned voice of customer accolades and NPS excellence awards.
- Facilitated the processing of client transactions, ensuring compliance with banking regulations and enhancing operational efficiency.
- Managed client inquiries and resolved issues, resulting in improved customer satisfaction and retention rates.
- Collaborated with cross-functional teams to streamline banking processes, leading to increased accuracy in account management.
- Conducted regular audits of client accounts, identifying discrepancies and implementing corrective actions to maintain financial integrity.
Student Success & Admissions Head Coach
Leverage Edu
03.2022 - 09.2022
- Guided students in navigating UK admissions and visa requirements.
- Honored for record number of student applications received in July and August.
- Increased conversion rates by implementing structured counseling and focused follow-ups.
- Developed and implemented student recruitment strategies, enhancing enrollment and retention outcomes.
- Guided prospective students through application processes ensuring timely and accurate submissions.
- Worked alongside academic departments to harmonize admissions criteria with institutional aims and standards, encompassing visa finance and accommodation.
Marketing & Client Acquisition Manager
AH Ventures
06.2020 - 03.2022
- Led and mentored a team of 15 professionals across marketing and client acquisition functions.
- Executed digital marketing campaigns and CRM-driven lead generation initiatives.
- Managed customer acquisition strategy, stakeholder engagement, and team performance.
Education
Master of Business Administration (MBA) - Digital Marketing & Sales Management
Amity University Online
Online01-2022
Bachelor of Science (B.Sc.) - Hospitality Management
University of Mumbai
Mumbai, India01-2020
Skills
Client Operations
Customer escalation management
Billing resolution
Service level agreements
Program delivery management
Stakeholder communication
Cross-functional collaboration
Compliance adherence
Operational efficiency
Team leadership
Mentoring new trainees
Accomplishments
- Improved Barclays NPS score from -42 to +11.
- Weekly NPS Winner at Barclays in April, May, June, August, and November.
- Voice of the Customer & NPS Excellence Award recipient.
- Highest Number of Student Applications Winner at Leverage Edu (July & August).
- Achieved 89% Verizon Experience Score (VXS) at Accenture.
- Maintained 97% customer issue resolution within 3 days at Verizon US.
Certification
Professional and Life skills
Timeline
Customer Operations Specialist – Verizon US
Accenture Solutions Pvt. Ltd.
08.2025 - 11.2025
Program Manager
Great Learning
04.2025 - 06.2025
Personal Banker – Client Operations
Barclays Global Service Centre
01.2023 - 11.2024
Professional and Life skills
09-2022
Microsoft Excel
09-2022
Student Success & Admissions Head Coach
Leverage Edu
03.2022 - 09.2022
Marketing & Client Acquisition Manager
AH Ventures
06.2020 - 03.2022
Master of Business Administration (MBA) - Digital Marketing & Sales Management
Amity University Online
Bachelor of Science (B.Sc.) - Hospitality Management
University of Mumbai
ADDITIONAL INFORMATION
- Assistant Video Editor, Lakmé Fashion Week Summer/Resort 2018 – Shantanu & Nikhil, Lajjo C, and Raw Mango.
- Assistant Video Editor, Lakmé Fashion Week Summer/Resort 2020 – Caprese and Kunal Rawal.
- Grand Finale Production Support for Amit Aggarwal featuring Kareena Kapoor Khan as Showstopper.
- Operations Assistant – FARMER’S MARKET by Karen Anand, High Street Phoenix & Palladium, Mumbai.