M Surya Prakash

Mobile: +91-849*******, E-mail ID: adv5qj@r.postjobfree.com

Professional Synopsis:

Customer service-oriented Service Delivery Manager over 11 years of insightful experience in the service industry. Experienced in providing excellent customer service. Superior record of surpassing expectations, including good teamwork. Evaluate customer needs and recommend best products and services based on customer requirements. Deliver best practices & knowledge to maximize performance and customer satisfaction

CORE COMPETENCIES

Operations & Team Management:

Provide strong, dynamic leadership that mentors, develops, and guides team members to efficiently leverage the value of every call for maximum net reservation revenue to clients and company

Managed 3 different ques in Hyderabad. Handled a team of 3 TL’s and FLA’s

Develop and maintain effective organization of responsibility, including efficient recruiting, training, coaching, recognition, workflow patterns, performance standards, delineation of duties and responsibilities, staffing levels and supervision to meet client expectations and ensure satisfaction

Develop, implement, and maintain effective internal and external Quality Assurance (QA) programs fostering continuous improvement

Handling a team of 35-50 members, conducting weekly 1-on-1, planning training, motivating etc. and making sure agents reach their organizational goals

Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets

Conducting internal PKTs & reviews for individuals ensuring strict adherence to the process parameters

Recommending improvements in process by benchmarking best practices.

Setting up individual targets for associates and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the process

Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity.

Framing work direction & plan for associates after assessment of capabilities.

Ensuring continuous interaction with the internal & external customers to make sure that area of concern can be worked upon for improved customer satisfaction

Allocation of tickets and keeping track of closures

Clearing backlogs of tickets and resolving tickets as per priority

Coaching and mentoring engineers and sharing feedback on cases.

Handled multiple outages and heavy ticket volume

Implemented metrics-driven “best practices”, improving CSAT scores

Provide functional support & direction to the associates on customer support needs

Conduct weekly performance evaluation

Assessing customer feedback, evaluating areas of improvements & providing feedback

Presenting on clients calls. WBR, MBR, Call listening sessions

Presenting insights of KPI attainments to leadership teams

Key Qualifications:

Over 11years+ experience in a people management, KPI management, Incentive Design and Deployment, Performance management, in a large or multi-site inbound contact center or similar dynamic environment supervising 30+ employees

Experience leading in a professional environment

Knowledge of contact center management tools, processes, procedures and performance metrics and can innovate and improve as needed

Excellent influencing skills and ability to work with key business clients.

Prioritizes coaching needs and experienced in developing employees to achieve optimal results.

Able to develop coaching plans that incorporate observations and key performance trends.

Leads a standard for high-quality work by consistently meeting and exceeding performance goals.

Solution oriented leader who demonstrates creativity and curiosity

Effectively execute on management and administrative tasks such as leading staff meetings, conducting regular one -on-ones hiring, training and development of employee performance.

Support employee’s success through establishing relationships and seeking to understand what motivates individuals

Identify, promote and implement innovative ideas to meet and exceed performance and quality goals set by leadership

Oversee performance management, ensuring daily, monthly, quarterly operational metrics are met

Professional Dossier:

Currently working as Operations Associate Manager SD with Sutherland since 2022

Promoted as a Technical Support -Team Lead in Tech Mahindra in the Year 2017-2022

Promoted as a SME, Subject Matter Expert technical support in Tech Mahindra in the year 2015

Joined the Organization Tech Mahindra in the year 2012 as a technical support associate

Distinctive Accomplishment across the tenure:

Considered one of the best People Manager

Met/Surpassed Expectations

Ranked Exceeding Expectations in the process

Considered one of the best Customer support Manager

Maintained the data daily, Finalize and send the report to the Management & client

Member of Fun Team

Key Skills:

MS Office

Operations Management

Basic Technical Knowledge in Networking (Modem, Router, Hub, Switch, IP address, Configuration)

Type’s Topology in Networking

Process improvement

Employee & Client engagement

Additional Skills:

Conflict Management

Problem solving

Team leadership

Performance Management

Different Coaching Techniques

Rewards & Recognition:

As an Associate:

Top Consultant for the Quarter

Top performer month on month

Top NPS for the month

Top Consultant for sales for Nov, Dec, Jan, Feb 2014 to 2015

Star of the Quarter

As a Team leader:

Considered one of the best People Manager

Ranked Exceeding Expectations in the process

Considered one of the best Customer support Manager

Received awards from & appreciation from clients.

Top Team Manager for the year 2019 & 2021

As an Associate manager SD:

Top Associate Manager for the month of OCT, NOV, DEC,2023

Stack Rank No 1 for the Quarter

Top Team for the month of DEC

Client appreciated for handling 3 ques R1, CXL R2

Promoter as Acting Senior Associate Manager in DEC 2022

Additional Information:

High-energy Customer/Technical service professional with a proven track record. Known as one of the top Sr. Team Lead and Peoples Manager in the process. Continue to develop knowledge of products, promotions, and services to achieve the targets

Academic Qualification

B.Com(Computers) from Osmania University in the year 2008

Intermediate from Royal Junior college in the year 2005

PERSONAL PROFILE

Name : M. Surya Prakash

Father’s Name : M. Narsing Rao

DOB : 26th Nov 1987.

Gender : Male

Nationality : Indian

Marital Status : Married

Languages known : English, Telugu & Hindi.

DECLARATION: I hereby declare that the above information furnished by me is true and correct to the best of my knowledge.

Place : Hyderabad

Date : (M.SURYA PRAKASH)

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