Prachi Hatkar

Experience

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  Convergys Intelligent Contact

  Nov 2006 - Mar 2008

  Technical Support Officer

  Process : AT&T Bellsouth- Voice. Techincal Process. Troubleshooting Network/ Modem / Router issues for US Customers. Helping customers to get Internet connection.

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  Intelenet Global Services

  Jun 2008 - Dec 2018

  Operations Team Leader , Quality Analyst , Mortgage Underwriter, Mortgage Closing Specialist

  Operations Team Leader, Quality Analyst, Mortgage Underwriter

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  Teleperformance

  Jun 2008 - Dec 2018

  Industry : Banking. People management, Conflict management,Team management, performance management, motivating and encouraging the team members, planning and organizing team engagement activities, controlling attrition, managing shrinkage, delivering SLAs and OLAs,Governance, compliance adherence, addressing day to day operational challenges and resolving them, identifying training needs and arranging training and refresher sessions, feedback and coaching,proofreading emails, client interactions , coordinating with internal and external departments, identifying and bridging gaps, Maintaining AHT and Quality of the team, process improvement, delegation, grooming the team members, leave management team huddles,Reducing escalations and customer complaints, Operations hiring, EDPs, Monthly and fortnightly team performance reviews, preparing decks for MBR, call monitoring, confirmations and appraisals discussions. Show less JD : Quality Sampling, preparing weekly monthly reports, conducting buzz and refresher sessions, Cascading updates, preparing and conducting process knowledge tests, root cause analysis, top error analysis, investigating escalations, feedback and coaching, process improvement initiatives, calibration sessions, new joiner's accreditation, sign offs, audits, risk based monitoring, mystery shopping, surrogate csats, identifying bottom quartile performer,dipstick, initiating corrective action plans and consequence management Show less

  • Operations Team Leader

    Mar 2016 - Dec 2018

  • Quality Analyst

    Jul 2013 - Mar 2016

  • Mortgage Underwriter

    Jan 2012 - Jul 2013

  • Mortgage Closing Specialist

    Nov 2009 - Jan 2012

  • Sr Customer service Executive

    Jun 2008 - Nov 2009
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  Rustomjee

  Feb 2019 - Oct 2019

  Process Excellence, Quality Assurance

  Industry : Real Estate. CR Pre Sales. Streamlined and revamped the Quality function. Demonstrated results by increasing leads to walkin conversions of HNI clients and improving quality performance of associates. Identified CRM Training needs and arranged CRM training. Prepared Case Studies . Created SOP. Improved TAT. Reduced waste. Created learning modules. Restructured Quality framework. Created Quality and Sampling Targets and Quality reports. Identified soft skills training needs and conducted trainings. Initiated Project knowledge tests. Initiated call listening and call Calibration sessions. Created call library. Call monitoring, Coaching and feedback. Initiated competitive analysis, Restructured and simplified Fact sheet. Introduced corrective action plans. Introduced rewards and recognition for monthly and Quarterly Quality Champions. Identified bottom performers and suggested action plans. Show less

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  Accenture

  Oct 2019 - now

  Project lead, Managing a team of 75 FTE. Performance Management, Client Management, Stakeholder Management, Shrinkage and Attrition Management, People Management, Bottom Quartile Management, Business Transformation focul 1.US Telecommunication. Chat and Messaging platform (Artificial Intelligence powered). 2.Leading a team of annotators who analyze unstructured data and tag labels to help Ontology and Data science team to design AI CoBot(Agent Assist) for a US Client for a Healthcare pilot project. Leading dual functions, Operations and Quality both.

  • Operations Manager

    Jan 2023 - now

  • Senior Business Analyst

    Oct 2019 - Dec 2022