Pramod Yadav

Experience

• 

  Tech Mahindra

  Feb 2010 - Jun 2011

  Customer Care Executive

  • Offered primary customer support to both internal and external customers to address their concern and issues• Responded to customer phone calls in a timely and efficient manner, minimizing on-hold wait times• Provided detailed product recommendations to customers, ensuring their understanding of features and benefits• Followed up with customers after issue resolution to ensure their satisfaction and maintain high customer service standard• Educate customers about billing, payment processing, and solve technical problems for customers, providing appropriate solutions Show less

• 

  Intelenet Global Services Private Ltd.

  Jun 2011 - Feb 2015

  Customer Service Associate

  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction• Responded to customer emails to answer questions about products and services• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns• Resolved concerns with products or services to help with accurate information• Improved customer satisfaction ratings by addressing issues and fostering timely resolution• Updated account information to maintain customer records• Clarified customer issues and determined root cause of problems to resolve product or service complaints• Processed customer adjustments to maintain financial accounts Show less

• 

  Teleperformance

  Feb 2015 - Dec 2023

  • Developing dashboards for senior leadership.• Leading the team of 120 employee Including 6 Team Leaders for US Largest credit reporting agencies • Controlled daily business operations by devising and deploying short and long-range strategies to grow profitability and accomplish objectives• Advanced productivity KPIs to achieve key business goals andobjectives• Reviewed operations report to understand numbers and trends• Identified and resolved unauthorized, unsafe or ineffective practices• Established positive and effective communication among unit staff and organization leadership, reducing miscommunications and missed deadlines• Introduced new methods, practices and systems to reduce turnaroundtime• Formulated processes to reduce downtime and financial loss• Collaborated cross-functionally to refine procedures, devise best practices and enforce quality metrics• Identified procedure or process changes required to improve performance and productivity• Spearheaded department training to enhance employee performance and boost employee productivity• Directed initiatives to improve work environment, company culture or overall business strategy Show less • Mentored and guided employees to foster proper completion of assigned duties• Assisted with new hire processing and existing training programs• Coordinated weekly meetings for internal and external groups• Participated in cross-functional team-building activities• Conducted training and mentored team members to promote productivity and commitment to friendly service• Cross-trained and provided backup support for organizational leadership• Initiated timely response to emails, voicemails and written correspondence• Coached team members in customer service techniques, providing feedback and encouragement toward reaching daily targets• Worked with colleagues to create prototypes for designs and training materials Show less • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies• Developed monthly, end-of-quarter and other statistical reports for leadership team and quality improvement programs• Performed standard first article inspections and random sampling inspections to verify adherence to customer standards• Created and revised procedures, checklists and job aids to reduce errors• Updated inspection journals and daily summary logs with quality-related data• Used Software to create presentations, flowcharts and graphs detailing data analysis results• Defined and implemented quality initiatives to reduce risk• Developed and maintained quality assurance procedure documentation• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity• Administered Number internal quality audits and assessed results to inform corrective action measures• Developed training materials and work instructions to supplement new team member onboarding Show less

  • Assistant Manager

    Oct 2022 - Dec 2023

  • Team Leader

    Dec 2018 - Oct 2022

  • Quality Assurance Specialist

    Feb 2015 - Dec 2018
• 

  Genpact

  Jan 2024 - now

  Assistant Manager

  • Working in AR portfolio $6 billion for US largest retailers• Developing dashboards for senior leadership.• Clients Handling, Customer and client escalations and giving them right solution by implementing change and improvements • Overseeing AR Ageing to keep DSO low, Forecasting AR month end closing and taking steps to mitigate any risk • Ensured SOX compliance for the controls defined in the Accounts Receivable (AR) process; maintained/updated corresponding SOX documentation• Negotiating SLA and ensuring it is met month on month • Collaborating with Customer, clients, Sales and various teams to resolve customer issues• Prepared reports and analyses on compliance and adverse trends alongwith appropriate recommendations or conclusions• Answered audit requirements/enquiries pertaining to Accounts Receivable (AR) Show less