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Profile Ashish Prasad 2015

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Profile Ashish Prasad 2015

  1. 1. Ashish Prasad OBJECTIVE Drive innovations & formulate processes. To implement them effectively and efficiently in an enduring assignment in the Organization for bilateral benefits and growth through team work. Key Highlights  Received Emerging Leader award from CEO in March 2015  Received Achievers Club Award for successful completion of Project on reduction in Walky complaints to the lowest at 2.3% of base & repeat less than 1% by replacing 4000 new walkies  Received STAR award in June 2014 for Successful Partner transition  Received Achievers Club Award for contribution in streamlining Network process. Implementation time reduced from 90 days to 32 days  Received STAR award in April 2013 for streamlining Backend Service Request process (Pendency reduced to 89 cases out of 70000 transactions in a month).  Received award for Star Award for complaint reduction from 17k to 14.5k in February 2013  Received Best Team Manager from December 2011 to April 2012 for achieving 100% collection month on month  Received CEO award for Best Team Manager in November 2011 for achievement of lowest Bad Debt(1.08 lacs)  Received Best Team Manager award for overall performance for the year 2010-2011  Received Best leader award for consistent performance on Bad Debt reduction.  End to end reconciliation of ICICI Bank, IDEA Cellular, ICICI Securities, ICICI Brokerage, Delhi International Airport & collected reconciled amount of Rs.5 crore  Completed Yellow Belt project on FTR improvement  Handled first ever in India launch of “99” series in Airtel Delhi.  Received Best Team leader award consecutively 3 times for Jan.,Feb.,Mar. 2007  Handled initial setup & customer care for Prepaid Hotline process to adhere to TRAI norms.  Full outstanding dues collected from 80% of centers.  Collections increased by 40% in 2002-03 over 2001-02. PROFESSIONAL EXPERIENCE – 13.11 years 09/2012 – Till Date National Manager B2B Service Operations New Delhi Role Tata TeleServices Limited  End-to-End Complaint management ( Technical & Non technical) & Service Request Management  Manage Segmented Service delivery : Segment based services, communication, TAT, Empowerment & Reviews  Drive process changes through data analysis on Service failure reasons  Drive End to End customer satisfaction through customer visits on Service related issues Phone: 9810258471/ 9212101837 Email : ashish.prasad@outlook.in
  2. 2.  Lead team for end to end Coordination with multiple departments for Service issue resolution  Drive processes to deliver customer delight (Network enhancement SPOC PAN India)  Manage Partners (Tech Mahindra & DigiCall) to deliver key KPIs  Analysis on complaints to reduce complaint per subscriber.  Manage billing & payments for partner (Vendor billing & payments).  Driving complaint reduction by implementing Predictive Complaint Methods.  Standardizing complaint reporting to drive effective complaint reduction.  Centralization of reports to have better overview for process correction. 04/2012 – 09/2012 National Manager B2B Collections & Services New Delhi Role Bharti Airtel Limited  Analysis on Service failure reasons & drive process changes to avoid further Service lapses  Analysis on non-collected pool to increase revenue & drive the Circles to deliver.  Completed end to end Centralization of all reports  Lead team to drive process changes to reduce process related waivers  Lead team to drive Bad debt collection to drive significant reduction in Bad debt pool.  Driven churn reduction by implementing predictive churn methods.  Standardized churn reporting model across all Circles 02/2010 – 04/2012 Head Services & Collections B2B New Delhi Role Bharti Airtel Limited  Driving reconciliation for resolution of old outstanding issues for curing the accounts.  Analysis on SLA adherence for issue resolution to eliminate escalations.  Drive Bad debt collection to have significant reduction in Bad debt pool.  Lead & drive teams for co-ordination with corporates on due date collection  Ensure Service camps for issue resolution for major corporates.  Analysis on revenue pattern of Corporates & drive revenue enhancement. 09/2008 – 02/2010 Sr. Executive – President’s Office Bharti Airtel Ltd. New Delhi Role Bharti Airtel Limited  Process setup for handling TOP management escalations (National Escalation Team)  Direct interaction with Airtel Management Board & Bharti Management Board for end to end Customer issue resolution  Driving Process change across Bharti by identifying point of failures.  Co-ordination with Circles for implementation of process level changes.
  3. 3.  Managed initial Process setup of Blog case resolution process.  Lead the identification of Blog coordinators & build relationships with them  Provide product related feedback to the marketing product owners.  Driving investigations in any fraud, through internal & external agencies (Govt. & non Govt. bodies).  To review their overall performance in weekly and monthly review with the process manager.  Analysis for repeat reduction to reduce customer pain  Monitor & drive training & development of the Partner(Aegis BPO)  Driving SLA adherence through establishing linkages between functional teams.  Ensure Timely & effective communication through communication guidelines. 04/2004 – 08/2008 Sr. Executive - CSD, Bharti Airtel Ltd. New Delhi Role Bharti Airtel Limited  Manage Business Partner’s (“Mphasis”, “Teleperformance” & “IBM Daksh”) performance.  Lead initial setup & process streamlining of new call centre partner (Teleperformance, Indore) for Delhi Prepaid  Manage CLCM for overall Delhi Prepaid Base  Manage Prepaid Call Center IVR.  Self-care Management & product promotion.  Instrumental in the designing of Prepaid plans & Top ups for Delhi.  Lead team to enhance Non Voice communication medium for Inbound and Outbound.  Implementation of workflow in respective Non-voice.  Inter departmental co-ordination to run the workflow.  Driving SLA adherence through daily dashboards/reports.  Formulate & deploy strategies to meet CSMM scores  People and process management for process quality, complaints and service levels measurement based on MIS reporting  Review overall performance in weekly and monthly review with the process manager. 12/2002 - 3/2004 Senior Executive, Telecom Direct (DSA of Airtel) New Delhi Role • Providing instant resolution to all walk in customers • Taking Training Sessions Achievements  Promoted within 4 months as Senior Executive.  Promoted on the payroll’s of “Bharti Airtel Ltd.” because of exemplary performance 8/2001 - 12/2002 Sales Executive, Datapro Infoworld Ltd. New Delhi
  4. 4. Role  Channel Sales for IT education through company’s franchisees in U.P.  Collection of company’s revenue share from franchisees and ensuring zero outstanding. EDUCATIONAL QUALIFICATION B.Com from Kanpur University MBA in Marketing from Shobhit University PERSONAL DETAILS Present Address : House No. 42, 1st Floor, Indraprastha Colony, Sector – 33, Faridabad. Date of Birth : April 28, 1976 Marital Status : Married