Service Executive

Prashant Bhardwaj

Mobile: +91-963*******, +91-969******* Email:********.**********@*****.***

PROFESSIONAL SYNOPSIS

Senior Service Desk professional with 14 years of experience in People Management, Quality Assurance, Computer Operations, Help Desk support, Sales & collections.

Good communication and diagnostic skills.

Expertise in Client Handling Skills, Managing Service Level Agreement in Service operations and implementing strategies towards achieving Delivery goals.

Implementation of corrective measures to Focus on continual service improvement.

Proficient in leading teams for delivering agreed service Levels.

Multi-cultural exposure of working with diverse clients across India.

Achieved Continuous learning and growth to enhance skills and broaden knowledge base.

A proactive leader with skills in analysing information system needs and delivering services with customer delight.

I am up for the challenges whatever the situation. I tend to excel in Leadership Roles as well as Customer/Client Services. I have excellent track records of not only driving Incidents to resolution but also developing others to move them in the direction to succeed.

Also helped with generating presentations to upper management regarding several high profile incidents.

EMPLOYMENT RECITAL

Jain Associates: Team Leader (June 2017 – Till Date)

Managing a team of more than 25 executives with on-call and field support.

Tracking overall ageing of Service Requests.

First point of escalations for internal teams.

Perform confidently and authoritatively in role of Employee Background Verification.

Identifying and constructing new frameworks, as well as reviewing, recommending and documenting improvements to established processes.

Worked directly with executive and coordinators to provide Initial responses.

Responsible for preparing Major Report Summary for clients.

Preparing Major Tracker on monthly basis.

Documenting and tracking the timeline.

Formed, led and drive executive teams to minimize business disruptions to clients.

Monitoring, training & motivating the manpower & ensuring quality services in time.

Developing an operational support plan for the team which includes measuring the team’s performance against existing SLAs.

Performance Dialogue and goal setting for the team.

Good Skills of presentation and reporting.

DB Financial Services: Team Leader (Aug 2011– May 2017 )

Manage team of 25 executives with on-call support.

Tracking overall ageing of Service Requests.

First point of escalations for internal teams.

Perform confidently and authoritatively in role of Employee Background Verification.

Identifying and constructing new frameworks, as well as reviewing, recommending and documenting improvements to established processes.

Worked directly with executive and coordinators to provide Initial responses.

Responsible for preparing Major Report Summary for clients.

Preparing Major Tracker on monthly basis.

Documenting and tracking the timeline.

Formed, led and drive executive teams to minimize business disruptions to clients.

Monitoring, training & motivating the manpower & ensuring quality services in time.

Developing an operational support plan for the team which includes measuring the team’s performance against existing SLAs.

Performance Dialogue and goal setting for the team.

Good Skills of presentation and reporting.

DUI Tech : (Jan 2010 - June 2011)

●Ensuring that staffing and skill levels are maintained throughout operational hours by managing shift staffing schedules.

●Acting as an escalation point.

●Producing statistics and management reports.

●Representing the Service Desk at meetings.

●Arranging staff training and awareness sessions.

●Liaising with senior management.

●Performing briefings to Service Desk staff on changes or deployments that may affect volumes at the Service.

●Assisting Analysts in providing first line support when workloads are high, or where additional experience is required.

●Over all responsible for all the account from the time of owning that to getting them settled.

The Mobile Store: Duty Manager ( Jan 2008 – Nov 2009)

●Handling a team of 4 executives.

●Conducting training assistance for division staff.

●Engage with the response team and lead the sales and operation team.

●When necessary, this position acts as a back-up to the Reporting Coordinator entering into sales and operation.

●Ensure that the Store management process is followed.

Teletech : Customer Care Executive (May 2006- Dec 2007)

First level support in Customer Service.

Handling escalation calls & Cold calls.

Communicating with clients regarding grievances from the company and also giving new information on new products or service

Resolved billing issues that have resulted in delay in payment.

Receive calls from customers relating to their invoices / outstanding details.

Escalate difficult collection situations to management in a timely manner.

Ensure that the deliverable to the client adhere to the quality standards.

Idea Mobile Communication Ltd.: Team Leader (May 2004-Feb 2006)

First level support in Customer Service.

Handling escalation calls & Cold calls.

Communicating with clients regarding grievances from the company and also giving new information on new products or services.

Resolved billing issues that have resulted in delay in payment.

SCHOLASTICS

B.Com. from H.N.B. Garhwal University in 2004.

Class XII from I.C.S.E. Board in 2001.

Class X from I.S.C.E. Board in 1999.

SKILLS AND ABILITIES

Strong troubleshooting, analytical and creative problem solving skills.

Good sense of urgency in driving change to effect substantial efficiency and effectiveness gains.

Ability to effectively understand business operation, impact and manage implementation of resolution to resume its services in a speedy and effective manner.

IT SKILLS

Operating System Known: MS-Office( MS-Word, MS-Excel).

BEYOND ACADEMIA

Part of the Football, Chess and Badminton team.

Won Inter School Football Competition and many Inter School Competitions.

PERSONAL DOSSIER

Date of Birth : 30\08\1982

Address : 38/17 Arya Nagar, Block 2, DehraDun,

Uttarakhand 248001.

Father’s Name : Shri Ramesh Kumar Sharma

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