Prasanna Shetty

Curriculum Vitae Prasanna Shetty Date of Birth:24th August, 1974 Residential Address:Prasanna Shetty Kendriya Vihar, Room no. B-30-1, Sector –11, Kharghar, Navi Mumbai - 410210 Contact No.:(R- (M- Email Address- Academic Qualifications:Bachelor of Science (Chemistry) From Bombay University in 1995. Nationality:Indian Mother Tongue:Tulu Marital Status:Married Communication Felicity:English, Hindi, Marathi, Tulu. Hobbies:Cricket, Carrom, Chess. Computer Knowledge Operating System:Dos – 5.0 Windows Databases Known:Dbase, FoxproLotus, Wordstar. Packages Known:MS-Office (Word, Excel, PowerPoint) Internet (Browsing, Surfing, Email, Download.) Work Experience Objective To obtain a challenging position with a market leader that utilizes my experience in product management, sales management, and project management. Skills in leading direct reports as well as cross-functional teams, managing a product line from cradle till self-caring stage, justifying new product development, determining and documenting new product requirements, . . Experience · Led a cross-functional team with representatives from customer service, Tele sales, quality, IT, sourcing, to receive timely and effective support regarding any issue. · Managed all product launches and coordinated new product training for all representatives involved. · Defined roles and responsibilities for each group to improve company processes and strengthen channels. PROFESSIONAL EXPERIENCE Worked for Mahindra holidays and resorts limited as Customer retention Specialist MARCH 2013- JUNE 2017 Handled specialized profile with success rate of retaining 90 % of the core dissatisfied clients and saved huge revenue for the company . Trained new entrants ( Senior customer care executive) on fine skills of "RETENTIONS" Worked for ICICI Bank. MARCH 2006- OCTOBER 2010 Extensive center management experience for major financial institution (ICICI). Possess strong team leadership, motivational, and coaching skills. Technically astute with experience in telephony systems technology.  Maintain a consultative coaching style and extensive interviewing and hiring experience. Establish performance goals to meet efficiency levels, sales targets, and quality assurance standards.    Core competencies include: 1 Building a team that effectively supports client programs, products and services. 2 Driving the development of superior customer service and high performance. 3 Leading workflow distribution and floor management to ensure service levels are satisfied. 4 Hiring, training/developing, motivating, coaching, evaluating and retaining qualified staff. 5 Maintaining service, talk/wrap time, data, and both client and consumer satisfaction levels.  Joined ICICI as Asst Manager Band 1 on 01/03/2006 ·Direct call center operations as a liaison between clients and call center employees. ·Administer performance management by diagnosing improvement opportunities, providing effective feedback, coaching, training, professional development, and corrective action plans. ·Perform quality checks, develop and review performance reports, identify areas to improve, and implement measures to improve performance levels and meet objectives. ·Conduct group training sessions on financial products and services.  ·Develop sales techniques of each customer service representative to drive revenue growth . ·Coordinate the interviewing, hiring and training of over 500 customer service representatives till date  ·Monitor interaction between staff and callers( Customers) to ensure quality assurance standards. ·Review call center statistics to measure staff performance and the need for improvement. Was Promoted to Asst Manager Band 2 on 02/04/2007 & given the additional responsibility of coordinating and motivating the sales staff across India for higher sales volume.   Led a center which catered to Outbound Calls made to ICICI Banks Forex clients . ·As Asst. Manager Band 2, motivated and supervised an outbound call center staff of 35 who are reporting to 2 Team Leaders.   ·Developed a system and call scripts to facilitate the efficient management of call volume. ·Provide customer service excellence and technical support on telephony systems. ·Conducted number of interviews with responsibility for the placement of over 40 employees. ·Ensured strict adherence to company policies and procedural guidelines.   At present my day to day job involved- ·Oversee the daily operations and sales of a FX-On-Call department of ICICI  ·Meet and exceed all company set operations and sales goals. ·Develop and implement Sales and Telescript ·Hire, train and evaluate a cross functional team of employees. ·Oversee all Fx procedures and policies. ·Set and maintain productivity and quality standards. ·Distribute daily workload to ensure all Departments complete work on time. ·Ensure the delivery of customer service excellence. ·Directly oversee resource planning and seating allocation for my department. ·Head Fx-On-Call Department- Comprising of of Telecallers, inbound dealers and Document followup team with their team leaders reporting to me..   Had handled additional responsibility of Product managers role in his absence for 6 months . Worked for Reliance Infostreams Pvt. Ltd. November 2003 to February 2006 Job Profile ·Handling team of 18 members, barging calls of the team members, to enhance their quality and production. ·Taking daily briefings to give new updates. ·Following the KPI's set by the company to achieve team goals with respect to the organizational goal set. ·Giving coaching and counseling for all the team members. ·Meeting the team sla’s and the circle sla’s. ·Preparing daily reports weekly reports and monthly reports, to know where the team stands and the areas of improvement. ·Organizing weekly and monthly reviews applauding the performers and guiding and motivating the nonperformers to achieve their goals. Worked for Tyco Fire & Security OCTOBER 2001- OCTOBER 2003 Job Profile ·Was handling group of 5 monitoring executives and reporting to customer care head. ·Calling the site from where the alarm is triggered and confirm the genuinity of the alarm. Regarding the type of alarm calling up the following departments. ·Medical emergency- Calling up ambulance/hospital of the respected area & follow-up ·Fire emergency - Calling up the fire brigade of the respected area & Follow-up ·Police emergency, duress, zone alarms- Calling up the nearest Police station from the site & follow up ·Activating the new site after receiving all the signals ·Co-ordinating with dealers and arranging for activation of new site , servicing of activated site etc. ·Making retention call's to the unsatisfied customer's who opts for disconnection ·Handling Customer Complaints and distributing it to the respective dealer technician and ensuring that the calls get closed within 24 hrs. If the same is not closed within stipulated time, send ADT resident engineer and ensure that it is completed on time. Assisting new engineers in troubleshooting of panel when he is on call. ·Making Acquisition Due Diligence & Welcome calls. Submitting the same to Customer Care Manager on a weekly basis. ·Keeping the Records of Enquires and Leads, forwarding the same to the Sales Team. ·Preparing monthly Roster for Monitoring Department. Worked for Serdia Pharmaceuticals as Professional Scientific Representative. SEPTEMBER 1998- October 2001 Job Profile My Job involved achieving sales target, Distributor handling, Chemist handling, to provide latest information to the doctors about our company’s products. Worked for Page Point services as Sales Executive DECEMBER 1996 – JUNE 1997 Job Profile: My Job involved achieving sales target for our brand of Motorola pagers and to give after sales service by listening to their complaints when on regular visits(To take leads) to them and guiding them to the department which would resolve their issue.