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ALLWIN JAYAPRATHAP

Mobile: +91-998******* email: adf968@r.postjobfree.com

I am seeking to contribute my experience in a dynamic working environment. Much of my experience is flexible and transferable. I am confident that my skills coupled with my passion to work and my personable disposition will be an asset to any organization. Career Precis

• Highly focused with a comprehensive knowledge and understanding of various sectors such as BPO operations, Facility services, Space & Event management

• A result oriented professional with over 10+ Yrs.' of exposure in BPO operations /Customer Services.

• Resourceful in ensuring high quality customer experience, elevating customer satisfaction, while adhering to SLAs & work processes and managing cost- effective operations

• Proficient in managing business operations with focus on top-line & bottom-line performance and skills in determining company’s mission & strategic direction as conveyed through policies & corporate objectives Key Competences

Customer Service Delivery Team Communication

Building customer relations Business Process restructuring Collaborative and Creative Problem Solving Perseverance & Integrity Professional Experience

Jones Lang Lasalle (Pune & Bangalore) March-2015 – Jan2018 Accenture - Sr. Executive

• Strong interpersonal skills shown by an ability to work effectively with people at all levels in an organization and build strong relationships

• Worked closely with Event Coordinator by conducting potential site assessments and cost estimates for client events.

• Prepared time line to insure all required actions were accounted for. Highlighted areas where actions were linked to each other avoiding a possible domino effect of problems.

• Carried out all the functions as per Accenture legal guidelines and regulations.

• Worked on determining a suitable layout and theme for the event as per client’s specifications.

• Developed streamlined check-in procedures for Homecoming event Intuit- Sr. Executive

• Utilize data to develop trends and insights that will drive continuous improvement in the site performance

• Perform site surveys of existing facilities and equipment to capture and report current condition, and develop repair and maintenance scopes of work

• Develop and manage facility operating budgets for the assigned portfolio, proactively track variances and manage within target

• Identify opportunities for improved operation to drive efficiencies (process and cost) and make recommendations to the Area/Site Manager for consideration

• Proposing space changes based on detailed analytics, modeling expected uplift and improved returns from space

• Development, evolvement and maintenance of workplace concepts (space management), including research, benchmark, presentation and recommendation of what to do where, when and how Corpone Staffing Solutions Pvt Ltd (Hyderabad) Dec-2011--Sep-2014 Assistant Manager - Tata Docomo

• Managed outbound team responsible for complaint, tele-marketing & customer retention.

• Analyzed customer behavior in different stages of usage enhancement- voice & data, interaction with touch points & churn management.

• Regular evaluation of VAS & prepaid MNP customers of 4 circles (AP, KA, KL/TN).

• Presented circle performance to Senior Management and highlight areas that require intervention. Process Manager - Vodafone Back Office

• Ensured all customers' queries/concerns are resolved as per TAT. Page 2 of 4

• Handled a team of 40 with the activities of (Prepaid, Postpaid, W-com and close looping / Network) ensuring the performance towards the requirements of the organization and is listed at the top on monthly audits.

• Highlight key process deviations/bottlenecks and enable streamlining of processes to enhance customer experience.

• Outstanding performance-based awards within the department on quarterly and monthly basis.

• Contributions involved in creating & implementing the process flow in Process Mapping for Customer Care. Swaraj Software and Tech Solutions (Coimbatore) BPO Operations Nov-09-June-2011

• Analyzing business potential, implementing plans to drive sales, supplementing turnover and achieving desired targets

• Developing new streams for revenue growth and maintaining relationship with customers to achieve repeat / referral business

• Conducting the competitor analysis by keeping abreast of market trends and competitors’ moves to achieve market share metrics; evolving market segmentation & penetration strategies to achieve targets

• Mapping client’s need, identifying improvement areas and implementing measures to maximize customer satisfaction levels

Reddy’s Global Solutions (Chennai) BPO Operations Aug-2008 - Sep-2009

• Managing service operations for rendering and achieving quality services; providing first line customer support by answering queries & resolving issues and ensuring minimum TAT

• Maintains effectiveness of systems and solutions to ensure performance levels are sustained

• Regular performance reviews of the process steps and establish improvement plans. Plan process control parameters and ensure follow-up on execution

• Continuously work to improve internal and cross-functional processes Ahead’s E Solutions India Pvt Ltd (Chennai) Team Lead - Operations Jan-2007 - May-2008

• Ensured all the contracts are turned to customer with correct accuracy and TAT by consistently tracking the volumes.

• Responsible for generating team reports like team performance, Individual performance, daily productivity, MIS report etc. and presenting it to the management.

• Ensured adequate manpower, infrastructure and technical resources were available for the smooth processes.

• Responsible for resolving queries & issues arising within the Team 60 Second Technologies (Chennai) Sr. CSR /Supervisor Aug-2005 - Dec-2006

• Supervised and coordinated 10 CSR in achieving the targets set for the team.

• Monitoring CMS (Call Management System) and coordinating with Manager on a daily basis. Coaching & mentoring new agents on call handling skills.

• Trained pilot batches on the process modules

IDBI Bank (Chennai) Marketing and Sales Executive Feb 2003- Mar-2005

• Analyzing the market potential of personal loan

• Sourcing the personal loan for IDBI Bank through Data provided by bank and existing customers

• Promoted Insurance and current Accounts

Global Vacations (Coimbatore) Sales Consultant Jan-2001 – Jun-2002

• Maintained sales goals and selling standard (concept marketing)

• Explained special financing plans, other terms for desired packages

• Followed up with customers on a timely basis after service setup I.T KIDS (Chennai) Sales / Marketing Executive May-1999 – Dec -2000

• Planned and carried out offers and promotions

• Communicated with centers regarding events etc

• Managed of all marketing related reports and marketing communications

• Achieved the sales targets through proactive collaboration with the field business development team Academic credentials

• Dip. Automobile Engineering -Coimbatore

Personal Profile

Date of Birth: 26th August 1980.

Languages Known: English, Hindi, Tamil & Kanada

Current Location: Bangalore

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