P. Prakash

H No: **.RKK Nager .NelikonnamPalayam Road, Singanallur, Coimbatore-641005

): +91-904*******

*: add432@r.postjobfree.com

Seeking assignments in

Business Analyst/Relationship management

with Telecom Sector

s

Profile

An Astute professional with rich experience of 14+ years in Customer service, Sales/MIS Co-coordinator,Collection, Operations, Retention and Complaint Management with Telecom sector

Presently Sky Telecom Pvt Ltd as Business Analyst /Project coordinator/Documentation Officer.

Adept in Customer Service, Complaint & Query Management, Training, Product and Process management in Telecom Industry reflecting pioneering experience and record-breaking performance.

Proven expertise in managing distribution operations effectively, contributing to higher rate of organic growth.

Competent to work individually and within the team while ensuring a customer-oriented and interactive approach.

Result oriented professional recognized for taking major initiatives, adapting to rapidly changing environment and resolving mission critical issues to ensure success

Excellent communicator with exceptional talent for problem solving through analytical thought processes, as attested to by a track record for target achievement and employer satisfaction

Core Competencies

Employment Scan

Sky Telecom –Coimbatore MAY 2017 – Till Date

Business Analyst / Documentation Officer

Report Will Publishing On Daily/Weekly/Monthly-To HQ

Facilitate The Definition of Project scope, Goals and deliverables

Lead the Planning and implementation of project

Assemble and coordinate project staff

Manage project budget

Manage project resource allocation

Plan and schedule project timelines

Track project deliverables using appropriate tools

Provide Direction and support to project team

Quality assurance

Present reports defining project progress, problems and solutions

Implement and Manage project changes and interventions to Achieve project outputs

Tata Teleservices Pvt Ltd, Coimbatore Nov2012 – May2017

MIS Coordinator / Documentation Officer

Key Accomplishments:

Entrusted with responsibility by handling the entire process of CAF Management for Coimbatore, Tirupur & Nilgiris Zone

Handling a team of 50 activation officers and 50 distributors across the zone

Engaged in Quality CAF Audit & Forward the Activation for pre & post paid Connections

Involved in Analyzing the customer complaints & finding the root cause for permanent resolution within TAT

Preparation of MIS on CAF activation & pending reports daily

Functioning as a SPOC for Zonal escalation for CAF Management across the Zone

Liaising with CAF Collection Agency and Distributors for CAF collection and updation

Providing regular training to the team on CAF Quality periodically

Stellar role in solving the customer complaints within 24hours and achieved the monthly CAF targets

Unitech Wireless TN Pvt. Ltd (UNINOR) May 2010 – Aug 2012

Zonal Sales Coordinator – Coimbatore & Salem Zone

Key Accomplishments:

Coordinate sales Team by managing schedules, filing important documents and communicating relevant information

Ensure the adequacy of sales-related equipment or material

Respond to complaints from customers and give after-sales support when requested

Store and Sort financial and non-financial data in electronic form and present reports

Handle the processing of all orders with accuracy and timeliness

Inform clients of unforeseen delays or problems

Monitor the team’s progress, identify shortcomings and propose improvements

Assist in the preparation and organizing of promotional material or events

Ensure adherence to laws and policies

A Complete responsibility for handling Customer complaints in terms of Technical and Non Technical across Coimbatore, Salem and Nilgiris

Played a vital role in handling complete process of New SIM Activation & Migration

Liaising with the team and preparing MIS reports on CAF activation

Maintaining cordial relationships with distributors for CAF collections and updates

Monthly visiting DTR place and coordinating with CSD dept for AVAM updation

TATA Teleservices LTD (pay roll of Kouchan Knowledge convergence PVT LTD) Jan 2007 – May 2010

Senoir Executive-Complaint Management – ROTN

Key Accomplishments:

Spearheaded the operations by handling Technical and Non Technical complaints for all Business units (Postpaid, Prepaid, Enterprises and Public Telephony).

Effectively handling Customer complaints in terms of Technical & Non- Technical and building the team coordination with the field and Backend Team

Successfully achieving the Target of Technical & Non-Technical within the SLA time and reducing the Customer’s complaints by addressing the loop holes in the existing Process.

Liaison with Centralized Backend team for Non technical complaints like Service / Agency / installation / billing / Collection / Not receiving bills / Churn / Account change /Billing address change /DEL change /Shifting / Instrument changes / Refund Process

Special attention to Gold & Platinum Customers Queries

Engaged in random audit happened for Field repair Complaints for improving the Quality of Resolution

Involved in Preparation and Process of Vendor bill payment.

Imparting Training to the field JE’s at the time of New Product Launch and New Process Implementation.

Co-ordinating for complaints with all functions like Login, AV/CV activations, Collections, Finance, SCM and IT.

Accountable for E2E activities in public Telephony Business (ABU).

Liaison for Login, AV, Activations and Recharge card sales and backend team for IN related issues.

Sri Laxmi Enterprises Jun 2003 – Dec 2006

(Authorized franchise of TATA Teleservices LTD)

Installation & Repair co-ordinator:

Effectively handled technical issues for the UTP & PTB function products Viz. Walky, Public telephone booth and Target a Service Level Agreement and Meeting sophisticated services for all Customer

Pivotal in generating the day today activities of repair analysis reports for Salem & Erode (MTTI, MTTR, SLA)

Regular auditing conducted in reconciliation report against physical stock

Coordinating for faulty stocks returns from vendor to TTSL

Preparing MIS for monthly for Repair and AV/CV Reports before Installation

Monitoring the daily repair technicians activities and handling repair stocks & stock movements

Installing the Fixed wireless line telephones for postpaid customers and Public telephone booth for Postpaid PTB customers

Growth Path:

Zonal Sales Coordinator Jan2012 Aug 2012

Customer Care Executive Uninor Jan 2011-Dec 2011

Installation & Repair coordinator - Coimbatore Cluster Jun 2005 – Dec 2006

Junior Executive Jun 2003 – May 2005

Educational Credentials

2017- BCA - Bachelor of Computer Applications-

Alagappa University

2002 DECE - Diploma in Electronics & Communication

Suguna polytechnic. Coimbatore.

1998 XII Std .Govt Hr Sec School. Valparai

1996 X std Govt Hr sec School .Annur

It Skills

Operating Systems: - Advanced Excel,Dos, Windows – 98 /2000 /XP .

CRM / Meta solve / HLR /FIS.

Personal Forte

Father’s Name V.Paulraj

Date of Birth 05th May 1981

Nationality Indian

Marital Status Married

Languages known English & Tamil

Prakash.P

Personal Traits

Driven to succeed and excel

Skilled in building organizations

Committed to value for all stakeholders

Seasoned and effective communicator

Knowledge

Start-up & Growth Management

Change Management

Turnaround Management

Expertise in

Customer Relationship Management

Operations Management

Escalation Management

Quality Assurance/ Management

Team Management

Training and development

Customer Retention

Liaison & Coordination

Contact this candidate