Pras R S

Experience

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  Access Information Technology

  Jan 1998 - Jan 2001

  Production in charged

  Responsibilities:• Preparing Instructions for the projects.• Project handling, Briefing the operators.• Responsible for Time schedules of the projects.• Querying the Customer & deal with the customer directly through E-mail.• Responsible for the Quality of the data feeded by the operators. Direct contact with the operators for their problems while data feeding. Despatching the Data file through Email & FTP Server.

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  IBM Daksh

  Mar 2001 - Mar 2012

  HDFC Life : An insurance process, where customer across invest and get insured. We provide with all the information to the customers seeking in regards to procedures such as paying premium, various policy servicing options, processing a claim and so on.Responsibilities as a Deputy Mgr. Operations• Handling Outbound Process (Persistency - Line of Business) for HDFC.• All the agents, team leads From PRC, L&P & Surrender process report me directly• Managing SLAs like outbound Dialer list calling vs connects.• Managing Revenue on daily/Monthly basis to achieve cost to the company• Responsible for meeting Calling & collection targets Monthly• Responsible for meeting Call Quality• Primary KPIs @ Ensuring Quality Output calling at 90% @ Ensuring to meet 100% collection Targets @ Responsible to maintain Attrition at less than 3% (Monthly)@ Responsible to meet basic Hygiene of the process like (Wrap timing, break adherence, AHT, Attendance etc)@ BQM management for the bottom performers• Deal Client Directly for monthly Targets via Weekly & Monthly Business Reviews.• Leading WRMs & MBR internally and externally for PRC (Premium Reminder Collection) • As a Deputy Manager Operations, I report Manager Operations. Show less Responsibilities as Asst Mgr/Deputy Mgr. Training• Head of Training Department• All the process trainers report me.• Taking the ownership of aligning the trainers to the new hire batches• Ensuring the NH Training schedule is followed as per the process• Keeping a track record of the trainers performance• Direct interaction with the client in relates to New product launch/new hire Programs/process adherence. • Directly involved with the client in preparing various product related modules, • SPOC for updating the product page available for the agents on job.• Responsible for sending the monthly/weekly reports (NH/Refresher/Quiz etc) to the client.• Responsible for reaching the expectations of the client & company’s targets as and when required• As a DM training, End to End Training was managed by me for the process.• Leading WRMs & MBR internally and externally on behalf of Training Show less Responsibilites as a Lead Trainer for Bharti Airtel Process at IBM Vizag:• Primary responsibility is to train the agents based on product knowledge (Airtel Pre & Post Paid)• Trained for product & process in Multiple Languages (Telugu & Odiya)• Secondary responsibility for Training the Agents in Various fields like Professional Impact, Presentation Skills, Peoples Management, Voice and Accent and Communication skills.• Worked on various training modules on various product related events (Airtel Telecom as product) and also for professional skills.• Maintain record of the agents performance and guide them in various regions. Where, they can be fit to answer the customers queries properly with care.• Responsible for floating all the updates and news events related to the Airtel Product• Direct interaction with the client on the performance of the process.• Have successfully trained more than 45 batches (25 agents in one batch). Show less Amazon.com is an e-commerce retail shop, where customers from throughout the world place orders for various items listed on the website. The company's goal is to make an experience special meaning we should offer services that goes over the customer's expectation. CS Agents respond to customers queries which can information related or order related. To some extent the service is related to sales promotion and customer satisfaction. Responsibilites as a Trainer for Amazon Process :* Primary responsibility is to train the agents based on product knowledge (Amazon.co.uk).* Secondary responsibility for Training the Agents in Various fields like Professional Impact, Presentation Skills, Peoples Management, Voice and Accent and Communication skills.* Conducted various trainings on:Building group rapport Dealing with nerves Building self confidence Creating a confident impression Speaking with confidence Using confident body language* Preparing various training modules on various product related events (Amazon.co.uk/.com as product) and also for professional skills.* Maintain record of the agents performance and guide them in various regions. Where, they can be fit to answer the customers queries properly with care.* Responsible for floating all the updates and news events related to the Amazon Process.* Direct interaction with the client on the performance of the process.* Have successfully trained more than 100 batches (25 agents in one batch). Show less * Answering the Escalated customer's queries after complete research via e-mail.* Taking care of the Team in various events, work-related, HR-related and overall Team management.* Preparing Team Reports at the end of every session.* Prepare the Team statistics and reports to Shift Manager.* Responsible for team bonding and quality response to the customer. Take care of the team members in the work atmosphere.* Update the team with current changes and news related to the project and conducting necessary training secessions related to the project. Show less

  • Deputy Manager Operations (HDFC Life Outbound Process)

    Jan 2011 - Mar 2012

  • Deputy Manager Training (Bharti Airtel Process)

    Apr 2009 - Jan 2011

  • Lead Trainer (Bharti Airtel Process)

    Apr 2007 - Apr 2009

  • Lead Trainer (Amazon Process)

    Mar 2005 - Oct 2007

  • Subject Matter Expert (Lead Operations)

    Oct 2003 - Mar 2005

  • CSE

    Mar 2001 - Oct 2003
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  Mphasis an HP company

  Apr 2012 - Jan 2013

  Manager Quality & Training

  Handling Transitional Quality & Training End to End.Nature of Job: Handling Quality & training in all aspects. Handling Bharti Airtel Prepaid for Orissa Circle & Bihar Circle. Responsibilities as Manager Quality & Training :• Head of Quality & Training Department• All the process trainers, Unit manager quality & training report me.• Taking the ownership of aligning the trainers to the new hire batches• Ensuring the NH Training schedule is followed as per the process• Keeping a track record of the trainers performance• Direct interaction with the client in relates to New product launch/new hire Programs/process adherence. • Directly involved with the client in preparing various product related modules, • SPOC for updating the product page available for the agents on job.• Responsible for sending the monthly/weekly reports (NH/Refresher/Quiz etc) to the client.• Responsible for reaching the expectations of the client & company’s targets as and when required• Responsible for meeting quality metrics for the process as a whole.• Leading WRMs & MBR internally and externally on behalf of Training• As a Manager Q&T, I am reporting to AVP at Bhubaneswar location. Show less

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  Training Freelance Management

  Feb 2013 - Nov 2019

  Training Freelancer, Consultant, Advisor & Manager

  As an Independent Training Consultant successfully organized and Handled Career Enhancement Programs for the below listed Engg Colleges of repute, since May 2013: IIIT (Basar, AP) IIIT (Gachibowli, Hyderabad, Telangana) Bharth Engineering Institute of Technology (Ibrahimpatnam, Hyderabad, Telangana) Vidya Jyothi Institute of Technology (Moinabad, Hyderabad, Telangana) Bapatla Engineering College (Bapatla, AP) Vishaka Institute of Engineering & Technology (Vishakapatnam, AP) Milia Institute of Technology (Rambagh, Purnea, Bihar) Swarnandhra College of Engineering & Technology (Naraspur AP) Swarnandhra Institute of Engineering Technology (Narsapur, AP) Vasavi Engineering College (Hyderabad, Telangana) VIT, Sontyam (Vishakapatnam, AP) Hi-Tech Engineering College (Bhubaneswar, Orissa) Rungta Engineering College (Raipur, Chattisgarh) Pranveer Singh Institute of Technology (Kanpur, UP) Chambers Degree College (Palakol, AP) RIET (Rajmundhry, AP) Behara Technical College (Narva, VSKP, AP) Career Enhancement Trainings conducted on below listed skills: Basic grammar, Parts of speech, Tenses Error corrections, Spotting errors, Synonyms Antonyms Reading comprehension, Sentence rearrangement Idioms phrases, Analogies, fill in the blanks with tenses, articles, conjunctions, words Essay & Paragraph Writing skills Resume Preparation skills Communication skills and Group Discussion Interview Skills & Interpersonal Skills Career Counselling & Industrial Expectation Conflict Resolution & Negotiation skills Listening Skills Presentation skills Body Language & Etiquette Time & Stress Management Motivation & AttitudeAs an Independent Training Consultant successfully organized and Handled Corporate Training Programs for the below listed Organisations of repute, during the year 2014: Techsol (Hyderabad, Telangana) ICICI Bank (Warrangal, Telanagana) HBL Power Systems Limited (Vizianagaram, AP) Show less

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  Inspiredge IT Solutions

  Dec 2019 - Mar 2023

  Training and Development Manager
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  WNS Global Services SA

  Mar 2023 - now

  Group Manager Training