Pradeep Kumar V

• Company Overview: A Staffing Services and HR Consulting Company
• Develop and execute a clear strategic plan for the company, setting long-term goals and objectives
• Identify new business opportunities, foster relationships with clients, and expand the company's client base
• Oversee financial operations, including budgeting, forecasting, and financial reporting, to ensure the company's financial health and sustainability
• Streamline internal processes and workflows to maximize efficiency and productivity
• Recruit, train, and retain top talent within the organization, ensuring that the company has the right people in place to deliver high-quality services to clients
• Monitor client satisfaction levels and ensure that the company is meeting or exceeding client expectations
• Ensure that the company complies with all relevant laws and regulations, and mitigate risks to the business
• Stay abreast of technological advancements in the staffing industry and leverage technology to improve operations and service delivery
• Develop and implement marketing strategies to enhance the company's brand visibility and attract new clients and candidates
• Actively participate in industry events, conferences, and networking opportunities to stay connected with industry trends and best practices
• Engage with the local community and participate in relevant initiatives to build goodwill and contribute to social responsibility efforts
• Establish key performance indicators (KPIs) to track the company's performance and make data-driven decisions to drive growth and profitability
• Provide strong leadership to inspire and motivate employees, foster a positive work culture, and invest in the professional development of team members
• Stay agile and adaptable in response to changing market conditions, emerging trends, and client needs
• A Staffing Services and HR Consulting Company

Now as : Charter Global Technologies Pvt Ltd

• Define the company’s long-term vision and set strategic goals to drive growth and market leadership in the Indian staffing industry
• Lead the development and execution of the company’s overall strategy, ensuring alignment with market trends and client needs
• Serve as the primary decision-maker, setting the tone for the company’s culture, values, and business ethics
• Identify and capitalize on new business opportunities, including geographic expansion, new service offerings, and client acquisition
• Build and maintain relationships with key clients, partners, and industry stakeholders to drive business growth
• Oversee the development of competitive pricing strategies and service models that differentiate the company in the marketplace
• Ensure that the company’s operations are efficient, scalable, and aligned with the strategic objectives
• Oversee the implementation of technology and process improvements to enhance service delivery and operational efficiency
• Monitor key performance indicators (KPIs) across all departments to ensure the company meets its financial and operational targets
• Develop and manage the company’s budget, ensuring optimal allocation of resources to support growth initiatives
• Ensure the company complies with all relevant labor laws, regulations, and industry standards in India
• Lead the recruitment, retention, and development of top talent within the organization
• Serve as the face of the company in interactions with clients, investors, and other key stakeholders
• Drive the adoption of innovative technologies and practices to enhance the company’s competitive edge
• Ensure the company operates with the highest standards of corporate governance, transparency, and ethical conduct
• Represent the company at industry events, conferences, and media engagements to build the company’s brand and reputation
• Charter Global Technologies Pvt Ltd

• Drive on-time, accurate and quality service delivery within agreed upon KPI, SLAs for multiple processes
• Ensuring quality lead generation and conversion
• Dissemination of product updates to the team leaders and ensuring the adherence
• Effective Performance and data analysis on leads and conversions and instant feedback with continuous monitoring
• Responsible for delivering the process performance directly impacting the overall service level agreements (SLA) through strong resource and people management
• Co-ordination with the Operational support functions (Quality, Training, HR) for performance improvement and process improvement
• Ensure the achievement of the financial targets for the cost center
• Review and ensure standard Operating Procedures are followed
• Conduct data driven performance reviews and provide feedback to the Team Managers
• Conduct skip level meetings with team members, identify specific training requirements and resolve escalated disputes and conflicts
• Coordinate with Risk & Compliance team for audits
• Responsible for initiatives & implementations
• Ensure solid BCP for various scenarios

• Company Overview: Domestic Telecom Customer Care Inbound Voice Process
• Leading and motivating a team Size of Assistant Managers (Inbound voice process) in a very challenging environment to meet the quality, productivity and sales targets
• Responsible for delivering the process performance directly impacting the overall service level agreements (SLA) through strong resource and people management
• Provide management with timely reports documenting observations during process and/or client reviews that identify trends or opportunities for improvement with recommendations
• Core team member in Client performance reviews (WBR, MBR and QBR)
• Team Lead for LOB revenue generation project (Outbound VAS Sales)
• Successfully introduced the Up selling concept in the process by identifying the opportunities
• Co-ordination with the Operational support functions (Quality, Training, HR) for performance improvement and process improvement
• Identify top call drivers and provide feedback to the CSR’s by auditing and listening the calls
• Domestic Telecom Customer Care Inbound Voice Process

• Company Overview: Domestic Telecom Customer Care Inbound Voice Process
• Ensure processes operate efficiently through continual monitoring of teams, analyze performance results and implement continuous process improvement activities
• 1x1 performance (C-Sat, Sales) review mechanism with the individual and team on weekly & Monthly basis
• Conducts skip level meetings
• Provide performance feedback to the team, assist with training and identify training needs within the group
• As a people manager, Responsible in maintaining attrition levels and motivate people to become future managers
• Employee Grooming & Retention
• Provide direction to Assistant Managers and Team Leads on individual and department performance
• Domestic Telecom Customer Care Inbound Voice Process

• Leading with the competent strategies with a view to implement the banking queries, complaints & requests on first call resolution to customer with the call quality
• Handling the calls related CASA, Asset products & Cross selling the bank asset products
• Logging & Resolving the Customer complaints (CRM’s) and Closing the complaints in the TAT
• Point of contact in taking the requests for new or lost Debit Pin’s, Net Banking Pin’s, Cheque’s Stop Payment, Online Credit Card Payments and Cheque Books
• Processing the Debit Card Hot listing and the new card generation request
• Responsible in quality lead generation (Cross Selling) and reaching the sales targets of Bank Asset Products