N Prakash

Experience

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  24/7 Customer Service

  Oct 2005 - Feb 2011

  Executive

  Job Role• Preparing customer reports in Excel for Order Booking- Overstock.com products.• Providing Return and Shipping policies. As well as, taking necessary steps in case, customers don’t receive the products on time.• Processing the critical tasks and handling escalated cases.Key Highlights• Awarded as best employee of 24/7 in the year 2008-09.• For internal purpose, I had designed a website called "Forum", helping the team know their daily stats. It also contains all the relevant information such as:- What's new, Quick links, Customer satisfaction scores etc.,• Responsible to generate and send daily reports to on-shore clients. Show less

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  VMware

  Jul 2011 - Sept 2011

  Data Analyst
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  Concentrix

  Sept 2011 - Mar 2021

  Program Name - VMware Software India Private Limited• Responsible for maintenance of production level and qualitative standard with best timeliness• Planned activities to train, develop and enhance team performance• Implement action plans for team and individual performance improvement• Mentoring and training the junior and new analysts• Conduct monthly grievance and feedback session with team as well as monthly one on ones• Monitor production rate periodically and take appropriate action.• Assigned agents on project, decision based on agent performance and knowledge attributes• Served as an escalation point for complex data-related queries and production • Collaborated with the QC team in streamlining quality of the process and mitigate any difference between the production floor and the QC team• Coordinated with the Training team, and shared the training requirement.• Reports were prepared on a daily, weekly and monthly accurately and in a timely manner.TECHNICAL EXPERTISE - SFDC• Responsible for creating, managing, and delivering of required process related reports and dashboards.• Manage daily campaign activities including development, distribution and tracking individual and group performance via salesforce.com dashboards.• Supporting business extensively by performing CRM related activities on a daily basis.TECHNICAL EXPERTISE - VBA (Macro)• Create VBA programs to automatically update Excel workbooks, encompassing class and program modules and external data queries.• Extensively use Excel functions in development, focusing on read/write integration to databases• Wrote a multitude of Excel VBA scripts and queries to compile and standardize raw data into a clean entry format. In addition, used pivot tables/charts extensively for presenting various trend analysis to the department.• Skilled developing User forms complete with buttons, multi pages, drop down lists and other interactive Active X controls Show less Program Name - VMware Software India Private LimitedProject Management 1. Lead the solution design and implementation of projects and create solutions to meet business challenges and resolve system / process issues 2. Drive projects related to data analytics to help various functional teams within sales and customer operations to ease their level of effort 3. Create business requirement documents and solution definition in-line with project scope.4. Understand project scope, goals and deliverable of the Project. 5. Effectively communicate project requirements to team members and stakeholders in a timely and clear fashion by Identifying and managing project dependencies and critical path.6. Help project team to plan and schedule project timelines and milestones using appropriate tools.7. Liaise with project stakeholders on an ongoing basis.8. Identify and resolve issues and conflicts within the project team.9. Develop and deliver progress reports, proposals, requirements documentation, and presentations.10. Determine the frequency and content of status reports from the project team, analyse results and troubleshoot problem areas.11. Define project success criteria and disseminate them to involved parties throughout project life cycle.12. Conduct project postmortems and create recommendations report in order to identify successful and unsuccessful project elements.• Responsible for Process Documentation, Process training , People management, Business Intelligence – Utilizing the reports to initiate any improvement opportunities in the process. Show less

  • Team Leader

    May 2015 - Mar 2021

  • Subject Matter Expert

    Jun 2013 - May 2015

  • Sr Data Analyst

    Aug 2012 - May 2013

  • Data Analyst

    Sept 2011 - Jul 2012
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  Concentrix Technologies

  Apr 2021 - Jan 2023

  Deputy Manager Operations

  Working with a team of 80 Resource, in both Support and Operational activitiesCollaborate with the team to ensure the company is providing consistently excellent products and service, and that the environment is inviting and well-stockedSet Team Leaders objectives and schedules to achieve and exceed company productivity and goals.Partner with senior manager to ensure quality Support & Operational activities and supervise the Team Leaders with diverse talents and responsibilitiesMeet regularly with management to report and plan strategic plans for team objectivesManage controllable expenses and supplies within approved budgets to achieve profitability targets (Hiring and Shrinkage)Analyzing the Monthly Accrual & Actual Billing. And, preparing the Client Invoice.Working with the Legal and Finance team in preparing the SOW and getting the client sign offWork with senior stakeholders & client management. Work with the senior management to determine values and mission, and plan for short and long-term goals.Driving Innovation & L&D coveragePreparing and Managing Weekly, Monthly and Quarter business reviews with VMware clients Show less

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  Kaseya

  Jan 2023 - now

  Business Operations Manager