Prashant Iyer

Experience

• 

  Sitel

  Feb 2004 - Jul 2013

   Mapping clients’ requirements and coordinating in developing and implementing processes in line with pre-set guidelines. Monitoring the overall functioning of processes, identifying improvement areas; implementing adequate measures so as to maximise customer satisfaction level and maintain cordial relations in order to sustain profitability in the business.  Managing service operations so as to render and achieve quality services; providing first line customer resolving issues, ensuring minimum TAT.  Setting out quality standards for various operational areas, ensuring a high-quality customer experience, while adhering to the SLAs.  Conducting root-cause analysis and taking preventive measures for repeated escalations. Leading, training and monitoring performance of the team members for maintaining excellence in the service operations. Creating & fostering a healthy environment which facilitates high performance & accomplishments of organisational goals. Show less

  • Operations Manager

    Apr 2008 - Jul 2013

  • Management Trainee

    Sept 2007 - Mar 2008

  • Subject Matter Expert

    Sept 2004 - Sept 2007

  • Consultant

    Feb 2004 - Sept 2004
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  Sutherland

  Jul 2013 - now

  • Sr.Director

    Nov 2022 - now

  • Director of Account Management

    Oct 2018 - now

  • Senior Account Manager

    Jul 2013 - Dec 2018