Ashish Prasad

OBJECTIVE

Drive innovations & formulate processes. To implement them effectively and efficiently in an enduring assignment in the Organization for bilateral benefits and growth through team work.

Key Highlights

Received Emerging Leader award from CEO in March 2015 Received Achievers Club Award for successful completion of Project on reduction in Walky complaints to the

lowest at 2.3% of base & repeat less than 1% by replacing 4000 new walkies Received STAR award in June 2014 for Successful Partner transition Received Achievers Club Award for contribution in streamlining Network process. Implementation time reduced

from 90 days to 32 days Received STAR award in April 2013 for streamlining Backend Service Request process (Pendency reduced to 89

cases out of 70000 transactions in a month). Received award for Star Award for complaint reduction from 17k to 14.5k in February 2013 Received Best Team Manager from December 2011 to April 2012 for achieving 100% collection month on month Received CEO award for Best Team Manager in November 2011 for achievement of lowest Bad Debt(1.08 lacs) Received Best Team Manager award for overall performance for the year 2010-2011 Received Best leader award for consistent performance on Bad Debt reduction. End to end reconciliation of ICICI Bank, IDEA Cellular, ICICI Securities, ICICI Brokerage, Delhi

International Airport & collected reconciled amount of Rs.5 crore Completed Yellow Belt project on FTR improvement

Handled first ever in India launch of “99” series in Airtel Delhi. Received Best Team leader award consecutively 3 times for Jan.,Feb.,Mar. 2007 Handled initial setup & customer care for Prepaid Hotline process to adhere to TRAI norms. Full outstanding dues collected from 80% of centers. Collections increased by 40% in 2002-03 over 2001-02.

PROFESSIONAL EXPERIENCE – 13.11 years

09/2012 – Till Date National Manager B2B Service Operations New Delhi

Role Tata TeleServices Limited

End-to-End Complaint management ( Technical & Non technical) & Service Request Management Manage Segmented Service delivery : Segment based services, communication, TAT, Empowerment

& Reviews Drive process changes through data analysis on Service failure reasons Drive End to End customer satisfaction through customer visits on Service related issues Lead team for end to end Coordination with multiple departments for Service issue resolution

Phone: 9810258471/ 9212101837Email : ashish.prasad@outlook.in

Drive processes to deliver customer delight (Network enhancement SPOC PAN India) Manage Partners (Tech Mahindra & DigiCall) to deliver key KPIs Analysis on complaints to reduce complaint per subscriber. Manage billing & payments for partner (Vendor billing & payments). Driving complaint reduction by implementing Predictive Complaint Methods. Standardizing complaint reporting to drive effective complaint reduction. Centralization of reports to have better overview for process correction.

04/2012 – 09/2012 National Manager B2B Collections & Services New Delhi

Role Bharti Airtel Limited

Analysis on Service failure reasons & drive process changes to avoid further Service lapses Analysis on non-collected pool to increase revenue & drive the Circles to deliver. Completed end to end Centralization of all reports Lead team to drive process changes to reduce process related waivers Lead team to drive Bad debt collection to drive significant reduction in Bad debt pool. Driven churn reduction by implementing predictive churn methods. Standardized churn reporting model across all Circles

02/2010 – 04/2012 Head Services & Collections B2B New Delhi

Role Bharti Airtel Limited

Driving reconciliation for resolution of old outstanding issues for curing the accounts. Analysis on SLA adherence for issue resolution to eliminate escalations. Drive Bad debt collection to have significant reduction in Bad debt pool. Lead & drive teams for co-ordination with corporates on due date collection Ensure Service camps for issue resolution for major corporates. Analysis on revenue pattern of Corporates & drive revenue enhancement.

09/2008 – 02/2010 Sr. Executive – President’s Office Bharti Airtel Ltd. New Delhi

Role Bharti Airtel Limited

Process setup for handling TOP management escalations (National Escalation Team) Direct interaction with Airtel Management Board & Bharti Management Board for end to end

Customer issue resolution Driving Process change across Bharti by identifying point of failures. Co-ordination with Circles for implementation of process level changes. Managed initial Process setup of Blog case resolution process. Lead the identification of Blog coordinators & build relationships with them

Provide product related feedback to the marketing product owners. Driving investigations in any fraud, through internal & external agencies (Govt. & non Govt. bodies). To review their overall performance in weekly and monthly review with the process manager. Analysis for repeat reduction to reduce customer pain Monitor & drive training & development of the Partner(Aegis BPO) Driving SLA adherence through establishing linkages between functional teams. Ensure Timely & effective communication through communication guidelines.

04/2004 – 08/2008 Sr. Executive - CSD, Bharti Airtel Ltd. New Delhi

Role Bharti Airtel Limited

Manage Business Partner’s (“Mphasis”, “Teleperformance” & “IBM Daksh”) performance. Lead initial setup & process streamlining of new call centre partner (Teleperformance, Indore) for

Delhi Prepaid Manage CLCM for overall Delhi Prepaid Base Manage Prepaid Call Center IVR. Self-care Management & product promotion. Instrumental in the designing of Prepaid plans & Top ups for Delhi. Lead team to enhance Non Voice communication medium for Inbound and Outbound. Implementation of workflow in respective Non-voice. Inter departmental co-ordination to run the workflow. Driving SLA adherence through daily dashboards/reports. Formulate & deploy strategies to meet CSMM scores People and process management for process quality, complaints and service levels measurement

based on MIS reporting Review overall performance in weekly and monthly review with the process manager.

12/2002 - 3/2004 Senior Executive, Telecom Direct (DSA of Airtel) New Delhi Role Providing instant resolution to all walk in customers Taking Training Sessions Achievements Promoted within 4 months as Senior Executive.

Promoted on the payroll’s of “Bharti Airtel Ltd.” because of exemplary performance

8/2001 - 12/2002 Sales Executive, Datapro Infoworld Ltd. New Delhi

Role Channel Sales for IT education through company’s franchisees in U.P. Collection of company’s revenue share from franchisees and ensuring zero outstanding.

EDUCATIONAL QUALIFICATION

B.Com from Kanpur University MBA in Marketing from Shobhit University

PERSONAL DETAILS

Present Address : House No. 42, 1st Floor, Indraprastha Colony, Sector – 33, Faridabad.

Date of Birth : April 28, 1976

Marital Status : Married