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Durgesh Prasad

Durgesh Prasad

Senior Customer Support Executive

Followers of Durgesh Prasad287 followers
location of Durgesh PrasadPune, Maharashtra, India

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  • Timeline

  • About me

    Program Manager

  • Education

    • Bangalore University

      1994 - 1998
      Diploma Electronics & Telecomunition

    • Ulyanovsk State University

      2012 - 2013
      Master of Business Administration - MBA Project Management

    • Advanced Institute of Engineering and Management

      2008 - 2010
      Bachelor of Engineering - BE Electrical, Electronics and Communications Engineering

  • Experience

    • Pages Consultancy Pvt.Ltd.

      Aug 2001 - Apr 2005
      Senior Customer Support Executive

      Preventive maintenance and troubleshooting of warranty/Contract/Trade unit. Trouble shoots & maintenance of PC & Notebook. Customer complaints & escalations. Telephonic Technical support to the engineers. Technical file, escalation file & Problem-Solutions file to improve the Engineers capability & internal training. Handling critical & escalation calls. Planning buffer to provide prompt support to customer. Monitoring Daily call report (DCR). Product training & process for new team members. Preparing project report and documenting each process. QC of the new part delivered & also defective returned from customer. Show less

    • HCL Infosystems Ltd.

      May 2005 - Nov 2007
      Product Specialist

      Service Centres Operation, Key client Management, Explore business opportunity, Spare planning & stock audit quarterly, Engineers & Partners education training, Monthly Technical & Soft Skills training, Customer complaints & escalations management, Vendor co-ordination etc..

    • HP Storage India

      Nov 2007 - Feb 2011
      Partner Account Manager

      Operational Efficiency, Customer Satisfaction, Partner Resource Skills Management, Partner Development, Key client Management, Customer complaints & partners escalation, PMMS (Performance Measurement and Metric Scorecard) Analysis & TCE Analysis

    • Wipro Limited

      Feb 2011 - Jan 2017
      Program Lead

      Client: - Mahindra & Mahindra Ltd, Bajaj Allianz, ESIC, Tata YazakiBosch,Spicer India Ltd,Lear Automotive,Accelya Kale ConsultancyEagle BurmanJob Profile:-OperationsProject ManagementCustomer MnagementC-SATBusiness DevelopmentTeam ManagementDelivery Excellence etc...

    • IDC Technologies Solutions Pvt Ltd

      Jul 2017 - now
      Program Manager

  • Licenses & Certifications