Prashant S. ShindeSYNOPSIS

Overall 10 years of experience. Currently working with NCR Corporation Ltd as a Business Analyst for APAC Region. Excellent Verbal, Written and Interpersonal Communication Skills with the ability to work in a

fast-paced/multi-tasked environment.

Key Strengths:

Business Process Analysis and Re-engineering: Thorough focus on existing business objectives and projecting future business requirements thus, streamlining operations beforehand. Identifying business improvements opportunities, developing process mapping, and coordinating road map for continued performance improvement with specific business units.

Vision and Strategy– Global Perspective: Possesses a detailed perspective of how the corporation is positioned in the global context; values and leverages cultural differences and global literacy both within the corporation and with clients; keeps abreast of important trends that impact the business or organization.

People Management: Keen focus on creating a climate that fosters personal investment and excellence; nurturing commitment to a common vision and shared values; gives people the opportunity and latitude to grow and achieve; involves individuals in decision-making; provides collaboration and teamwork.

Presentation Skills: Communicating effectively and with impact to audiences internally as well as external to the organization, instilling confidence and a clear direction.

PROFESSIONAL EXPERIENCE:

Company: NCR Corporation Ltd.

Tenure – 19th July. 2012 – till date

Designation – Business Analyst

NCR is a global technology company with self-service solutions for ATM machines and software, POS systems and software and airline check-in systems.

JOB PROFILE:-

Generating and analyzing various Performance reports and ensuring quality of services. Conducting one on one discussion regarding the Business Performance with the SAM’s (Service

Account Managers), ASM’s (Account Support Managers) & FSM’s (Field Service Managers) on Weekly/Monthly basis.

Forecasting & Publishing monthly Dashboard for APAC Region (Country-Wise).

Analyzing Time & Material (T & M) Report on weekly/ monthly Basis thereby facilitating the bottom margins for the SEA Region.

Monthly SLA Performance Report for APAC Countries Territory Wise. Customer Engineers Compliance Report & Dash Board for SPA Countries Weekly and Monthly

Basis. Daily Open Calls LOCA Report (Left Over Call Analysis Report) for APAC Countries. FVR Report (First Visit Resolution) & FVR Analysis on Monthly Basis. SLA Response and SLA Resolutions Report on Monthly basis.

Additional Responsibility:

Preparation & Analyzing of Performance/MIS Reports to clients at a frequency of Daily, Weekly, Monthly basis.

Analyzing the Area of Concern through Data Actuals & highlighting it to Executive Management.

Continuous analysis and Providing Recommendations Commentary for Performance Enhancement.

Understanding the contractual obligations and effectively implementing the related Process and Protocol in accordance to Various Customer Contractual requirements.

Previous Employment History:-

1. Company: Intelenet Global Services Pvt Ltd

Tenure – 19th Sept. 2005 – 16th July 2012

Designation – Sr. Quality Analyst

Intelenet Global Services Pvt Ltd (Intelenet), a leading global third party service provider and it has been recognized in the Leaders Category of the 2009 Global Outsourcing First 100 list. This recognition is testimony of our capability to provide qualitative outsourcing and best-in-class solutions bringing tangible value to our clients.

JOB PROFILE:-

Ensures all aspects of the SLA’s are met. Effectively employs mentoring and coaching mechanisms to develop his associates to higher

standards of performance.

Ensures complete adherence to Quality and Operations matrices.

Perform Cross Monitoring exercise with other TLs/TMs for Quality Checks.

Demonstrates an astute understanding of each agent’s strengths and limitations.

Makes rational decisions; factors in all eventualities and provides clear justifications.

Keeps track of Quality reports on daily, weekly & monthly bases.

Preparing Quality Dashboard & other related reports on weekly & Monthly bases.

Additional Responsibility:

We analyze the problems of the process. We try and test different combinations of solutions which yield best possible results.

We research and implement in minimizing resources yet achieving maximum efficiency.

2. Company: Magus Customer Dialogue Pvt. Ltd. (Airtel)

Tenure – May 2004 – August 2005  

DESIGNATION   - Team Leader 

JOB PROFILE:-

Handling a team of 20 advisors. Project involves Welcome Call Stage, First Bill Stage, and Second Bill Stage & Retention. Managing service delivery for multiple processes & exceeding targeted service deliverables (SLA

& TAT) Metrics - Productivity and Quality. Generate weekly and monthly dashboards and productivity reports. Plan staffing and manage the volume forecasted. Conducting one on one’s for associates on a monthly base. Preparing the Monthly Incentive Plan for Associates and Sr. Associates on a monthly basis. Simultaneously managing & maintaining co-ordination between Operations and Quality Dept. Preparing MIS Reports & publishing the same to clients on weekly bases.

PERSONAL DETAILS

Address:     6/1101 Amrut Aangan (Phase II)

                         Opp. Maitri Vatika Complex

Parsik Nagar, Kalwa (West)

                         Thane 400 605.

Contact Number: -    9833723276

E – Mail –     prashantshinde17@gmail.com

Date of Birth:    17th September 1983

ACADEMIC DETAILS:               

Bachelor of Commerce from Mumbai University in 2004 H.S.C. Passed from Mumbai University in 2001 S.S.C. Passed from Maharashtra Board in 1999

I hereby declare that the details furnished above are true to the best of my knowledge. 

Date: Signature

Place: (Prashant Shinde)