Suraj Prasad

Dedicated and result driven program manager with focus on customer impact, operational efficiency, stakeholder management, quality assurance and team building. This roles involves managing teams across multiple cities and functions to drive business profitability

Core Industries: Trust & Safety, Information Technology, Banking & Telecom

Business Transformation:

• Drive process efficiency, build reporting to provide meaningful insights and data, standardize & improve process, drive automation solutions to achieve organization goals
• Collaborate with teams to design and implement resilient business processes
• Define and communicate change impacts to processes, systems and support peer managers to drive stakeholder engagement and communication
• Recent Impact: 30 Analysts savings basis process gap identification and improvement. 80% volume reduction for spam queue via process automation

Service Delivery:

• Lead operational activities, coordinating with cross functional teams to ensure alignment with project timelines and objectives
• Establish and maintain strong relationships with clients, understanding their business needs and ensuring alignment of business goals
• Identify and mitigate potential risks that may impact service delivery, with focus on business stability and functionality
• Recent Impact: Managed account size for 2.9M USD with a profitability of 29%

Quality Assurance:

• Manage overall quality and compliance of the project. Responsible for leading and managing the quality assurance function, implementing and maintaining quality systems, and driving continuous improvement initiatives
• Lead and manage the Quality Assurance team, providing guidance, mentorship, and support
• Develop, implement, and maintain quality systems to ensure compliance with industry standards and regulations
• Recent Impact: Improvement of Quality for critical queues across multiples products to 95% and more

Change Management:

• Deliver business changes within expected timeframes and with desired efficiency
• Foster relationships with client personnel at appropriate levels. Monitor progress, manage risk and ensure key stakeholders are kept informed about progress and expected outcomes
• Manage expectations of client service delivery
• Recent Impact: Driven end to end change management cycle for 24 initiatives for year 2023

Core Industries: Consumer Goods, Pharma

• As a Service Delivery Manager, responsibilities include managing Client's digital interactions with Consumer Goods Services Client within their commercial organization
• Was responsible for Stakeholder management & managing content distribution for all digital interaction of the client with the global retailers
• Daily interaction with Global solution experts and regional solution expert (Regions- North America, Latin America, EMEA & APAC)
• This role included managing data quality standards, Integrity audits, manage Client's tool, data collection and partner relationships
• Handling team of delivery experts, responsible for end to end digital business interaction
• This role also included driving process transformation and improvement to add client value impacting client business outcomes
• Impact: Managed digital content delivery across 30+ countries for local consumer goods initiatives

Core Industry: Pharmaceuticals

• As a Service Delivery Manager, responsibilities include managing Client's digital interactions with major Pharmaceutical client within their commercial organization
• I was responsible for managing business analytics, managing data quality standards, Integrity audits, manage Client's web analytics tool, data collection and partner relationships
• Handling team of reporting experts, responsible for end to end reporting tasks
• Daily client interaction in form of call calibration and daily/weekly reviews to provide trends and insights based on reports published by team
• This role included achieving contractual Quality & Learning standards for the project
• This role also included process improvement, analysis, managing standard and ad-hoc reporting
• Also people development in form of training and discussion was part of my role
• Impact: Reduction in digital reporting initiatives timelines across 30+ countries by 25 days.

• As a Quality Analyst, I was responsible for Quality Analysis, Cluster Meeting, Call Monitoring, AQS Report, AQS Disputes Tracker, Zero Tolerance & Non-Compliance Report, Call handling, Review the reviewer, Visual Mgmt Board, QA Calibration with Client, QA-TL Calibration Session & Live Call Listening Activity.

• Joined the organization as Sr. CSA, where the job profile was to handle inbound calls for a Semi-tech US based ISP process.
• After serving the job for 30 months, got promoted as Quality Analyst.

• Joined the organization as CSA, where the job profile was to make outbound sales calls for a UK based telecom process.