Pradeep Vasudevan

Experience

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  Allied Ventures International

  Oct 2000 - Jul 2004

  Administrative Supervisor

  Advertising, Product promotion and Event management firmAdministration Responsibilities. Involved in day-to-day Management.Client Servicing.Conceptualize and plan product promotions, Program Presentation &Implementation.Manpower sourcing and training.Plan and Organize Dealer/ Retailer Meets/ conferences, Market surveys & Product launches.

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  E4e

  Aug 2004 - Apr 2008

  Senior E-Customer Consultant

  Client Servicing, Title Management, Outbound & Inbound (Employment & Insurance Verification)Outbound calling, selling Home Equity Loans to US customers.Accountable for targeted SLAs.Ensure that quality is maintained.Knowledge sharing among team members.Hard core selling.

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  Accenture

  Jul 2008 - Mar 2010

  Sr.Techinical Support executive

  Troubleshooting Technical queries / problems (Voice based) of Members thereby contributing towards higher member satisfaction.Accountable for targeted SLAs (Member Satisfaction, Smart Transfer, First Time Fix). Ensure that quality is maintained.Handling the Team in the absence of the Team Lead.Mentoring new agents.Helping the Team and individuals improve scores.

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  AAN Technologies

  Jun 2010 - Aug 2012

  Manager Operations

  Monitor/Review along with team on administrative and operational activities within the allotted team to ensure achievement of operational or deal objectives. Monitor/measure performance through metrics, audits and other processes to ensure that organizational initiatives are in place and goals are achieved.Manage and improve people performance and align them with organizational goals and objectives.Provide business Development support to the Service Delivery Manager and the client services team through active participation in client visits and other initiatives.Participate actively in organization wide initiatives.Make decisions about the day-to-day operation of the team, including monitoring of workload, systems, staffing and scheduling including adjusting work hours as necessary to meet deadlines e.g. overtime or working during holidays/week ends.Monitoring the voice of the customer through surveys and other means of communication. Work with leadership to identify and implement process.Encourage and implement continuous improvement measures on day-to-day basis within area of responsibility.Monitor recognition and reward for the team.Recommend cost-effective, efficient procedural or production alternatives.Required to work within clear budgetary guidelines.Develop People through mentoring and resolve conflicts.Monitor and encourage the Team to create/follow up on development plans.Provide Input to monthly top level service analysis for client.Develop comprehensive generic training plans to meet the needs of Direct reports and their ongoing requirements.Ensure high degree of compliance to the documented processes, client/organizational policies. Participate in the definition of current process performance baseline metrics (as defined in Metrics Data Collection Plan) and track/report on all Operational Stats Show less

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  IBM

  Apr 2013 - Feb 2024

  Configuration Management and Data consulting for IBM clients. Handling, Coordinating, Driving High Severity Incidents

  • Configuration Manager

    Apr 2017 - Feb 2024

  • Incident Coordinator

    Apr 2013 - Feb 2024
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  Kyndryl India

  Jan 2021 - now

  Configuration Manager