Avneesh Prashar

Experience

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  Intelenet Global Services

  May 2003 - Feb 2006

  Team Manager

  Operations, from; , with Next Directory, a leading retail firm. Job profile included handling a team of 7 Operations Team Leaders, each with a team of 15-18 advisors.In charge of the entire Quality Team; this comprised of 10 Quality Analysts and 1 Quality Team Leader. Responsible for ensuring that quality standards for the process were maintained.Successfully handled the six monthly mega sale for the process, with a call answer rate of 98% and meeting all revenue targets set for sale date.Piloted the Back office team which grew from 3 to 30 Associates in a period of 6 months and handled 24 sub processes, including email response and order inputs. Achieved constant growth on all metrics, including beating the sites in the UK on all SLA’s consistently for the last 6 months.Worked with the MIS Department to put in place an Intranet, which has helped in digitization of the entire process leading to considerable resource saving in terms of time as well as cutting down paper usage to zero. Involved with HR in all recruitment processes for new hires in the company; a leading retail firm. Led a Team of 20 Customer Service Advisors for Next Directory, a leading fashion retailer in the United Kingdom for their frontline inbound order taking process.Job profile included handling the floor as well as maintaining and working to improve the Quality as well as Productivity Scores of the team.Job responsibility also included working as Duty Manager on a rotational Basis, which involved handling the staffing, breaks and discipline of the entire floor as well as constantly coordinating with the Head Office in the UK to receive updates and share information.Was given charge of systems in October 2003. Responsible for ensuring system availability and making sure that all PC’s and phone lines were in order Show less

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  Hutchinson 3 Global Services

  Mar 2006 - Mar 2010

  Team Operations Manager

  UK Customer Service, Postpaid and Prepaid Mobile Cards,; Involved in maintaining service levels and increasing productivity and efficiency of the floor.Handled a team of 5 Team Leaders, 4 Team Coaches as direct reports. Team size ranged from 94-127 associates.Involved in streamlining transport and HR services and acting as a liaison between these departments and Operations.Involved in recruitment, employee satisfaction surveys, preparing SOP’s for the quarterly appraisals as well as health and safety of the process.Closely involved in imparting performance management training to all advisors and Team Leaders on the floor. Associated with a project to reduce repeat calls coming into the contact centre by 25%.Involved in imparting call handling and customer service training to team members.Certified in coaching skills from The Coaching Clinic Show less

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  Kenwood(I) Property Consultants

  May 2010 - Dec 2012

  Marketing Head India

  Managing property sales for Mumbai and Goa properties, ensuring follow ups to close sales, as well as measuring client satisfaction through a variety of means.

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  Tata Consultancy Services

  Feb 2013 - Jun 2015

  Delivery Manager

  Delivery Manager for Australian Telecom, managing a strength of 120+ associates. Six Sigma Green Belt certified.

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  International SOS

  Jan 2016 - Aug 2016

  Manager of Aspire Lifestyles

  Operational management, people development, client management

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  Kenwood Global

  Sept 2016 - now

  Partner operations