Sales Management

Prashanth Sampathkumar

PROJECT MANAGEMENT ~ OPERATIONS MANAGEMENT ~ DATA ANALYTICS ~ CRM

Email: ac1ur8@r.postjobfree.com Cell: +91-984*******

Proven Expertise

Process Management

Key Account Management

People Management

Team Management

Retail Operations

Profit Center Operations

Outbound and Front Line Sales

Performance Improvement

Attrition Control

Promotions & Appraisals

Client Relationship Management

Risk Management

Continuous Improvements

Recruitment

Training & Resource Development

Customer Service

Tableau

Operations Management

Service Delivery

Microsoft Power BI

Project Management

Agile

Academics

B.Com. (Commerce), Madras University (2004)

Domain Expertise

Change Management

Incident Management

Problem Management

Customer Service

Business Analysis

Presentation Skills

Data Analytics

MS excel and Analysis

11 + years of Insightful Experience

providing strategic & operations leadership in uniquely challenging situations

Leverage keen analysis, insights and team approach to drive organizational improvements and implementation of best practices, adept at working in high pressure environments with strict deadlines and multiple deliverables.

Recognized for driving high-value revenue and profit gains and improved organizational productivity and performance.

Recognized for strategic planning, identifying and pursuing new business opportunities leading to sales growth.

Achieving all Client SLA targets on a daily and monthly basis as per the SOW.

High-performing professional with experience in optimizing business operations while managing and understanding competition, consequently achieving and providing high productivity standards.

Proven track record includes:

Launched Dell Public Large Enterprise Support in Chennai Successfully.

Played a vital role in acquiring prestigious Dell PLE Email & Chat Accounts.

Successfully attained sales for the Program by 110% in 4 Months.

Improved the productivity of Support Team by 120%.

Increased the Profit of the Program by 200% in 3 Months.

Reduced Incident rate (Refund) 0.5% over last 2 quarters without any impact on margins and productivity.

Current Career History

Comodo Security Solutions Pvt. Ltd, CHENNAI (August 2015 – Till Date)

Manager- Project Operations & PMO

Project Management

Plan, schedule, and track and manage overall Infrastructure projects.

Experience deploying large and small IT projects in EMEA and APAC region.

Management of contractors, Vendors and 3rd Party.

Project Initiation, Planning, Execution, Change Management, Closure

Preparation of business cases, cost estimates

Service Delivery

Fully conversant with ITIL framework and SLA management, applying improved governance of vendors leading to delivery, cost and process efficiencies.

Develop Service Improvement plans to increase the efficiency and process maturity

Report monthly KPI's on the performance & compliance to all the stake holders.

Manage the financials in accordance to the organizational goals.

Conducted daily SCRUM meetings.

Guided the team and organization on how to use Agile/Scrum practices and build burn-down and track velocity.

Guided the team on self-organizing to fill in the intentional gaps left in the Agile/Scrum frameworks.

Assessed the Scrum Maturity of the team and organization and coach the team to higher levels of maturity, at a pace that is sustainable and comfortable for the team and organization.

Facilitated discussion, decision making, and conflict resolution.

Assisted with internal and external communication, improving transparency, and radiating information.

PMO:

Provide Revenue Analysis / Budgeting / Forecasting / MIS reports on Periodic basis

Provide Account Wise P&L tracker (Track Project Margin trend, Utilization, Band mix, On-Off mix etc.) on monthly basis

Track BUM Wise/ Team Lead / AM wise Target Vs Achievement (Booking, Billing, PM etc.)

Track revenue leakage (Unaccrued & Unbilled revenue), work closely with finance & ensure timely revenue recognition.

Enable the sales team in resolving Receivables / Revenue related internal issues

Liaison with finance team on bonus calculation for sales team

Provide Pipeline Management support and analysis to Sr. Management

Prepare Presentations and Dashboards to facilitate Sr. Management reviews

Program managing the Annual Business Planning activity including the KPP Roll-out

Sales Force Automation(SFA) application Administration / End user Training / Enhancement / performing UAT for new features / Process Improvement

Provide decision support / Sales consulting by working along with various Teams (Sales Team, Finance, Pre-sales, Corporate Sales Excellence Team) and reporting systems internally as an interface between sales and Enabling teams

Participate in weekly / Biweekly Sales Review Calls to understand the requirements of the sales team and facilitate the discussions with required inputs

Ensure Sales Team adheres to the data compliance parameters in SFA

Provide Program Management and other support to the Sales Leaders

Conducting the Internal Performance Review which give the trending analysis for (People Metric, Service and Production Metric, Customer SAT, Quality Analysis, issue wise TCG and Communication Analysis) for all Line of business on a weekly basis to achieve our Client Metric and CTQ

Providing Business intelligence to the management with an adequate data points for decision making by providing information that is timely, accurate, consistent, complete, and relevant.

Analyzing the performance of individual based on their CSAT, AHT, Tools usage, Solution delivered resolution rate and other parameters

Planning Excess and Required Manpower based on the forecast provided by Client

Implemented an incentive plan “PATI” (Performance Attendance Tenure Incentive Plan) on June`07 and its running successfully for last 1 Year and 5 months with 100% Accuracy.

Work History

SUTHERLAND GLOBAL SERVICES, CHENNAI (June 2010 – Jan 2015)

Sr. Team Manager

Providing Business Intelligence for AT&T (Connectech, U-Verse,ISP, Click 2 Chat), AVG, Lenovo

Providing a Global Support for Microsoft (Windows XP, Windows Vista, Windows 7, PC Health, Chat Support, Email Support, MS Zune, MS XBOX, MS Store & MS MTP).

Member of Microsoft and AT&T Project transition team (Credentials creation, Tools and Systems, Table F and SOW Audit).

Presenting the Service and Performance metrics to Client (QBR – Quarterly Business Review, SBR – Strategic Business Review and MBR – Monthly Business).

Maintain the complete Microsoft & AT&T Manpower database with PeopleSoft and perform the headcount reconciliation on periodic basis.

Constantly interact with Client Managers for Metric updating and account Management being the Microsoft and AT&T Global Vendor admin for all Sutherland sites.

Conducting the Internal Performance Review which give the trending analysis for (People Metric, Service and Production Metric, Customer SAT, Quality Analysis, Issue wise TCG and Communication Analysis) for all Line of business in Microsoft & AT&T on a weekly basis to achieve our Client Metric and CTQ

Providing Business intelligence to the management with an adequate data points for decision making by providing information that is timely, accurate, consistent, complete, and relevant.

Analyzing the performance of individual based on their CSAT, AHT, Tools usage, Solution delivered resolution rate and other parameters

Planning Excess and Required Manpower based on the forecast provided by Client

Presenting the Operation Flash on Weekly, Monthly, Quarterly, Yearly and Table F Metrics to Microsoft Clients & internal tracking.

Presenting the Vendor Rating score card to the clients, based on which Sutherland is being ranked among other Microsoft Vendors.

Implemented an incentive plan “PATI” (Performance Attendance Tenure Incentive Plan) on June`07 and its running successfully for last 4 Years with 100% Accuracy.

Notable Accomplishments:

Reduced Incident rate (Refund) 0.5% over last 2 quarters without any impact on margins and productivity.

Reduced the Warranty Cost Metric for last 4 quarters from 9% (Q2 FY’14) to 5.5% (Q1 FY’15)

Awarded the Platinum Leadership award for the Q2 FY'11 (Dell Calendar)

Successfully maintained service level (SL) above 90% for 7 consecutive months with Offered/Handled % standing between 98% - 99%, and 100% Break Adherence.

Shown sustained improvement on MPT for the last 3 quarters from $240 (Q2 FY'13) to $285% (Q4 FY'13).

SITEL INDIA, CHENNAI

Team Lead – Dell on Call (Sept 2007 – Jan 2010)

Key Profile: To manage the day–to-day planning, operation and problem-solving of a team of agents to meet with the required service level components, standards and sales targets, to develop the team to ensure delivery of a consistently superior customer experience by highly knowledgeable and customer-focused agents and to act as the communication conduit between Frontlines and Management.

Effectively managed and Coordinated level-1 & level-2 technical support agents for dell on call voice process.

Coaching and training the team in technical aspects as per the process requirement.

Analyzing the team’s performance and setting up targets as per the client requirement.

Preparing weekly Dashboards and Root cause analysis for the team and process improvement.

Responsible in Managing Leaves and reducing unscheduled absenteeism percentage.

Handling Monthly and Annual Performance appraisal for the entire team.

Handling Tier-2 and Tier-3 Escalations.

Handling and controlling attrition in the team.

Designing and implementing process flow charts in order to identify the technical short comes in the process.

Identifying and training competent agents/SME/QC for their next level roles.

Selected, recruited, trained and motivated team members in attaining assigned organizational objectives.

GFLOXLABS LTD., CHENNAI

Senior Executive- IT Services (Mar 2006 – Aug 2007)

Key Profile: Managed IT Infrastructure support for all desktop’s and printers inside the organization. Support includes both Software and Hardware of the systems.

Troubleshooting LAN issues for the organization.

Analyzing system logs and identifying potential issues with computer systems.

SIFY LTD., CHENNAI

Technical Support Executive (April 2005 – Feb 2006)

Key Profile: Respond to Customer queries through Voice providing Technical Support for Internet based products, Corporate Internet Connections & VoIP Product

Facilitate and provide On-Site Technical Support.

Prepare Daily Reports, Monthly Reports and Dashboards on Quality adhering to ISO Standards.

Handle escalations and coordinate with internal teams for closure.

Work towards maintaining GOS by coordinating with the resolution team.

Professional Qualifications

Foundation Certificate in IT Services Management (ITIL V3).

Advanced Diploma in software technology and systems management from NIIT, Chennai.

Six Sigma Green Belt Certified.

PMP Certified

Personal Particulars

Date of Birth: 20th December 1983

Languages Known: English, Tamil, Hindi and Marathi

IT Skills: MS Office 2000 (Word, Excel and PowerPoint) and Internet Applications

Professional Skills: ITIL V3 Foundation,PMP

Permanent Address: 57, Kuppiah St., West Mambalam, Chennai- 600033

Preferred Location: Anywhere in India

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