G. ANANTH PRASHAD

• Define, analyze and implement strategies to improve process efficiency and drive successful project delivery
• Partner with customers to understand their needs and goals, and provide exceptional service to ensure their success and satisfaction
• Managing production & quality portfolio, publishing weekly and monthly quality analysis, managing RCA & CAPA
• Maintenance of VIP & Priority clients, Escalation management
• Improved team performance through conducting monthly individual performance and feedback sessions and implementing personalized development plans
• Maintain headcount ratio based on the trend and volume analysis
• Boosted team efficiency by actively monitoring and regulating daily team performance, resulting in improved project delivery and client satisfaction
• SPOC for all automation related projects for the team
• Check POC and sends for approval. Testing of automation projects
• Collaborate with the onsite team to structure tools and implement automation (Preventive action)
• Weekly client temp check reviews and user outreach program
• Liaise and manage relations with other verticals (IT, HR, ADMIN) resulting in successful collaboration
• Creation and maintenance of SOP for all functions and client processes resulting in streamlined operations

Responsibilities:

Team size - 25

• To interact with clients to understand their requirement and provide suggestions/ideas to make the process more efficient. Prepare SOP’s as per the clients need.
• Training the team and new hires and giving them 100% KT on the process
• Conducting daily huddles for the team and clearly define their goals and targets for the day.
• Handling projects with utmost quality and on-time delivery
• Ensuring the team is well equipped with the information related to projects
• Extract report on a daily basis on the performance of the team and report the same to the top level management.
• Prepare monthly review reports on the projects handled
• 1-2-1 session with each team member to discuss on their strengths and weakness and how to improve upon.
• Improving productivity and process knowledge by conducting refresher trainings.
• Recognize consistent performer and reward them.
• Conducting weekly team building activities, to ensure the team is well bonded.

•Improved service delivery through defining and implementing delivery standards, governance and best practices. Resulting in higher client satisfaction and improved project outcome

•Led cross-functional teams in the planning, execution and delivery of creative projects, ensuring adherence to budget, timeline, and quality standards

•Increased team productivity through effective delegation and resource management, proactive resolving issues, and workflow optimization.

•Leading, mentoring & monitoring the performance of team members to ensure efficiency in the process

•Preparing and submitting reports regarding the Shifts, Headcount, Capacity and Backlogs

•Responsible for day-to-day work management of activities on Operations floor

•Providing timely updates to the management and sharing best practices with onshore counterparts

•Maintain team performance to meet agreed-upon SLAs and adhere to established policies and guidelines

•Successful in developing and implementing a workflow model as part of the pilot project

•Upskilled and trained the service delivery team

•Promoted as Associate Client manager within 1.9 years of tenure

• EA to MD and President
• Processing Visas for various countries for employees in India operations.
• Conducting mock interviews for employees as a part of the visa process.
• Coordinating International and Domestic tickets for employees and Clients.
• Hotel reservations for Clients and employees – both inbound and outbound
• Coordinating Airport transfers and other ground transfers for travelers with the help of the logistics team.
• Coordinate banquet requirements – Business conferences & training venues, team lunches & Hi-Tea, business luncheon & dinners.
• Create and maintain several databases – Visas secured, Utilization of Letterheads, Vendor bills, International and Domestic travel from India, etc.
• Consolidation of MIS reports on monthly basis for all facilities across APAC, to capture expenses on Travel.
• Coordinating International and Domestic travel per-diems for employees in India operations.
• Collaborate with Finance department to reconcile all Invoices and manage Travel budgets Enroll / register employees for external training programs as per the requirements.
• Work closely with the Business Continuity Management team as the SPOC for Travel & Hospitality team in order to meet the travel needs of the company during contingencies.
• As a BCP SPOC, maintain the BCP document, conduct tests and exercises in a timely manner to check the preparedness of the team and ensure it meets the standards of ISO22301.
• As a SPOC coordinate with the company’s travel agent and the Vendor Governance team, to ensure all documents are in place and the vendor meets the requirement as well.

Achievements:

• Achieved 16 Best Performer award.
• Achieved a total of 76 appreciations from Customers / Stateside CSR’s and Sales Representatives.
• Attended an intensive Training Program for 7 weeks – ASCEND – A Business Communication Program for Sr. CSR’s and SME’s and topped the batch with 86.6%
• Completed the DSE and SPD courses offered by RR Donnelley and was rewarded as a Certified Service Professional.

Responsibilities:

• Trained the new hires in the process and ensured they meet the requirements
• Audited and Proof read several critical accounts like Citibank, JP Morgan, Bank of America, etc. and made sure there are no errors while transitioning the profile from Onsite.
• Handled the Group email box of the team – research and solve the issue.
• Have dealt with many critical clients like JP Morgan Chase, Citibank, PNC, Barnes n Noble, etc. and provided world class service to them and received a lot of appreciations from many.
• Prepare reports of daily team utilization and productivity for the Management review.
• Handled several escalation calls and emails and actioned them accordingly.
• Ensured the process errors are not repeated by any of the team members.
• Handled a 12 member team with zero escalations and issues in the absence of the Manager
• Prepare monthly account review reports of major clients and strategize on future business.
• Conduct team huddle to discuss about process updates and quality score.
• Allocate the work among the team, and to review the end of the day results.
• Process checks, coaching, monitoring and feedback delivery.
• Created profiles through webinar sessions from onsite CSR’s and Sales rep’s, which is being used as an SOP (standard operating procedure) for several accounts.
• Consolidate data and send reports to onsite customers / CSR’s and Sales representatives.

• Preparing or updating performance reports, terminations, absences, compensation and benefits information.
• Performing background checks of newly recruited employees.
• Ensuring new hire paperwork is completed and processed.
• Conducting internal events and fun activities for the employees.