Prashanth Balakrishnan

Experience

• 

  Sitel

  Jul 2007 - Oct 2009

  Technical Support Executive

  Experience as a call back agent and as a call screening agent for Lexmark Process. Have handled Client Escalation calls. Later moved to MIS team for EARTHLINK process.

• 

  Convergys

  Nov 2009 - Jul 2010

  Quality Analyst

  Monitoring calls taken by the AT&T Customer & Technical support representative and keeping check if they meet the quality parameters set by the company.  Keep a track on the agents and monitoring their calls using Qfinity and Nice tool  Track the performance of the agents on a weekly and monthly basis and highlight the areas of improvement. Track the Fatal and the Non fatal errors and come up with an action plan to improve the campaign performance. Work with the team and create an environment which motivates the team members to achieve the required target. Leading the Call Calibration with Operations and Clients on a Weekly basis. Complete the Monitoring target on a weekly basis and compile the Quality report. Show less

• 

  GENPACT

  Jul 2010 - now

  Assistant Manager

  Working with Retailer Recruitment team, in recruiting the Grocery / Convenience / Drug and Liquor outlets from US markets. Recruiting the stores in order to collect the moment and casual data for product analysis through retail recruitment team Maintaining the database for recruiting the stores in US market. Preparing the payment spread sheets for the recruited stores. Preparing the Monthly/Annual reports of different outlets.(Drops/Closes) Getting approval to release the moment data for the restricted clients for different geographies. Creating weekly and monthly reports to the clients using advanced Excel features like Pivot tables and Charts Recruiting new Data aggregator’s in order to recruit the stores for moment data. Preparing Adhoc Reports for home teams, Show less