Prasanna Kv
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Bangalore, Karnataka, India - BPO, Banking, Psychology
Prasanna is based out of Bangalore & has studied Marketing, BP-Bachelor of Psychology from Year 2004-2006 in SFSC-St Francis de Sales College, Pontificia Universidad Católica de Valparaíso.
Prasanna Kv is Skilled in BPO, Banking, Psychology and other talents.
Talents are to be executed but not be hidden in dark shades by destroying one's own carrier. MsOffice Tools (Ms Word, Ms Excel, V-Lookup, H-Lookup). IEX, RTA
CRM Management skills. GUI Access Application Tools (Loop test, D Slam Networking Ports, DSLAM Ports).
Citrix’s Applications ( Gate Way, Lotus Notes, C3, S3, TS2, Prophet, Credit Care, Call Credit, Knowledge Link, Arcote, PRSS, Help files, SAS, Athena, Apollo, Equifax and PayPal) are well known applications used in my job roles.
CRM Management skills. GUI Access Application Tools (Loop test, D Slam Networking Ports, DSLAM Ports).
Citrix’s Applications ( Gate Way, Lotus Notes, C3, S3, TS2, Prophet, Credit Care, Call Credit, Knowledge Link, Arcote, PRSS, Help files, SAS, Athena, Apollo, Equifax and PayPal) are well known applications used in my job roles.
Mhasis Pvt Ltd
Full Time
Aug-2017 To present
(8 years )
Responsibilities
Achievements
» 3 Projects
WFM Analyst at Mhasis Pvt Ltd
Aug-2016 to May-2020
• The role allows me to execute process administration internally, responsible for business continuity process Management of clients externally, in which, Agents call taking Schedules, breaks, week –offs, OT’s data, Roasters, Attendance, Leaves, Agents call taken data (AHT, ACW, Average Hold time, Advise Units, Sales Revenue Units, Agents LEI Scores, Incentives structure by their earned scores, Total calls taken, Total short calls &Total talk time), Management of Absenteeism and Fore-Casting & Replacing the Absenteeism in the form Cover UP’s & OT. Fore-Casting Future risk of Absenteeism due to National Holidays, Special Family Events in the form of Leaves, Abrupt events, Incidents and Pre-Planning to meet required Schedules. Responsible for Tech issues with Citrix’s & Gate Way, TD E-Resource, ARO, Lotus Notes, TD Thrive, C3 and S3 Applications by fixing immediately, while agents on calls. Responsible for Agents transportation, Manage Decent transport validation.
Jun-2010 to Aug-2016
Jun-2010 to Aug-2016
Voicesage- It is a Capiatal One Banking Backend Chat process which I solely maintained and handled with the team size of 15 team members, where I had the responsibility of operations for the team members SLA's, Performance Ratings, Coachings & Feedbacks, Quality checks, Escalations, Rectifications, MBR Reviews, and for UK clients who regularly review the performance. Also had responsibility of attending client calls of process developments, internal & external Audit.
St Francis de Sales CollegePontificia Universidad Católica de Valparaíso
2004-2006
| Score 97%