Prashanth Singh S [H # 43, Dwarka, Sector 19, New Delhi, 110075] | [9999964428] [s.prashanthsingh@gmail.com]

MANAGER

Profile

Proactive and devoted assistant manager adept at collaborating closely with the Operations head Manager/Team

leaders/Executives and assuming responsibilities of managing daily activities, directing operations and supervising

staff in order to assist in actualizing firm’s aspirations, short term initiatives and long term goals and objectives.

■ Areas of strength: Experienced running E-commerce customer service ( Outbound Sales & Inbound, Online Support & Social Media

Complains ),

Experienced running Pan India telecom outbound & Inbound Sales

Sound knowledge of sales and marketing principles

Experienced in running Travel & educational

Excellent written/verbal communication skills

Strong decision- Social Media Escalation

Ability to lead a process

■ Objective Statement – Looking for an Manager position where I can help facilitate daily missions, execute various

tasks, and act as a link between assigned senior manager and peers, partners, employees and subordinates.

Work HistoryHero Management Service pvt. ltd, Gurgaon, Haryana. 24th April 2012 – Present

Assistant ManagerIn my current profile I am handling a team of 100 FTEs for 2 processes, E-commerce Gadgets360 (Social Media

Escalation, IB, OB, E-mail, Chat ), Telecom ( Pan India Inbound & outbound)

■ Key Functions: Managing the performance functions such as, Meeting the SLA’s, staffing, training and expanding business

plans.

Driven the Operations team effectively to Achieve Clients given targets

Generated and analyzed required reports to improve maximum profit to the company.

Communicated with the support team and implemented the organization’s operational guidelines, standards

and policies.

Monitored and managed operational activities – Directed the Operations Team operational risks, financial

aspects

Driven the quality team effectively to maintain excellent outputs from each associates.

Documented and prepared reports on management and information systems; presented same to manager.

Investigate and resolved Operational/Performance issues and handled all queries and client feedback in a

professional manner.

■ Staffing Contributions:

Designed and coordinated training programs for employees in order to enhance work efficiency – Conducted

training sessions and workshops to improve the workforce and productivity of the firm.

Maintained cordial relations with other staff and assisted them in resolving their issues.

Hyper Quality, Gurgaon, (14th August 2007 to 2nd Feb 2012)

Quality Consultant: Customer care/order management: - ■ Key Functions:

Did worked for Travelocity, Kansas Gas (Gas provider in Kansas city), Becker process in Education, Kaplan education process

Production Planning - revenue & resource requirements, Setting individual production targets Resource Deployment & Optimum Utilization Controlling & Leadership - Lead fulfilment of Client set service deliverables Auditing calls evaluated by the HQCs and providing them with daily feedback for Even Better performance Mentoring the new Quality Consultants and helping them to come up their learning curve. Represent Hyper Quality in the client calibration calls with minimum or no variance. Active participation in the Pre-launch calibration Updating team members about any process related changes and updating the process guidelines. (Training

material) on a weekly basis Conducting internal calibration, process quiz on a fortnightly basis to ensure that the entire team remains on

the same page Arranging monthly refresher sessions to keep the team members updated

Communicate issues to the top management using appropriate communication channel.

HERO ITES, Gurgaon (14/8/2006 to 22/3/2007)

Senior Associate: - Customer care

■ Key Functions:

Worked for the process (Wamu) as support Associate where in I was handling the back office relating to their credit card and there by having direct and constant interaction with the client.

WIPRO BPO DELHI, (9th Dec 2005 to 2006)

Associate: Customer care

■ Key Functions: Worked for the process (Netscape Browser) as Technical support Associate where in I was handling the back

office relating to their Browser and there by having direct and constant interaction with the client.

PROFESSIONAL & ACADEMIC QUALIFICATIONS:

Qualification Specification University/College/School BoardGraduation B Com Osmania University AP

Higher secondary 11th & 12th Higher sec school APMatriculation 10th High school AP

INTERESTS / HOBBIES/ADDITIONAL:

- Music

- Cooking

- Computer Proficiency:

o Good knowledge of Computers: Windows, Ms Office (Word, Excel, PowerPoint), Internet.

o Excellent efficiency in MS excels with short keys and formulas.

- Languages Known : English, Hindi, and Telugu

- Date of Birth : 6th April 1983

- Religion : Hindu

Date : __ /__ /2016

Place : Delhi (S. Prashanth Singh)