This document contains a resume for Guru Prasad, who is seeking a senior level position in customer service, operations management, process management, or quality management in Bangalore, India. He has over 8 years of experience in call center operations, customer service management, process management, quality control, and team leadership. His core competencies include operations management, process management, team management, and customer relationship management. He provides details of his work experience and academic background.

1. Guru Prasad
Contact: +91 9886028973
E-Mail: guru_rdc2003@yahoo.co.in
In quest of challenging senior level assignments in Customer Service, Operations Management, Process Management &
Quality Management with an organization of high repute
Location Preference: Bangalore
Profile Summary
A dynamic professional with more than 8 years of experience. Adept in handling Call Center Operations, P&L, Customer
Service Management, Process Management, Quality Control & Management, along with strong Team Work and
Coordination. An out-of-the-box thinker with proven track record of conceptualizing and establishing processes,
implementing procedures & strategies and cost reduction initiatives without hampering the quality of service.
Demonstrated abilities in practical implementation of detailed project plans.
Adroit in resolving of customer complaints, operational issues and enhancing the quality of service by interacting with
the customers directly via mails and calls. Holds the distinction of having worked at various reputed companies and
getting recognized for the hard and sincere work quality. Strong problem solving, people management & technical skills
coupled with confident decision making for enabling effective solutions leading to high customer satisfaction and low
operational costs.
Core Competencies
Operations Management:
 Setting up & handling call center operation, devising & executing procedures for day to day operations & reporting.
 Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate
measures to maximize efficiency and reduce cost.
Process Management:
 Monitoring procedures; handling process management and preparing reports & strategies to enhance the services
 Tight control on process and SOP’s and its adherence.
 Enable discussion and decision making whilst reviewing existing SOP’s for changes based on real time demands
Team Management:
 Handling team activities and team members to ensure smooth work environment. Schedule and administer round
table discussions & anonymous employee satisfaction surveys to identify gaps and address them.
 Managing projects while acting as a team leader or with other leaders
Customer Relationship Management:
 Reviewing and addressing operational issues, improving procedures & process to ensure customer satisfaction
 Mapping clients’ requirements and coordinating, developing & implementing processes in line with requirements
Work Experience
Since Aug’14 Devyani International Pvt Ltd, Bangalore
Designation: Assistant Manager – Call centre Operations
Role: Vendor Manager
 Interface between operations and technology to deliver superior customer experience in digital world.
 Monitor social media and help teams create a positive sentiment around the brand.
 Manage and direct all aspects of call center operations.
 Implement and review call center SOP’s.
 Monitors adherence to agreed KPI’s.
 Oversee design and delivery of training (Content / Term )
 Facilitate discussion and decision making across cross functional teams (HR/IT/Admin)
 Present timely reviews to the leadership teams (Quarterly/Half Yearly/Yearly)
 Forecast call volumes and manpower requirements
 Plan telephone lines/desks and approve manpower requirements.
 Roster Design and Management
 Design and implement Quality Audits / 360 degree implementation of training schedule based on Q&T Analysis

2. Previous Experience
Oct’13 – Aug’14 Allsec Technologies, Bangalore
Role: Team Leader – Operations – Pizza Hut
Holds the credit of efficiently managing a team and was voted with BEST CO WORKER CHOICE award
Nov’12 – Oct’13 Mphasis an EDS Company - Bangalore
Role: Unit Manager – Operations – Pizza Hut
Holds the prestige of being among the top performers throughout the year and awarded by YUM Brands (Clients) as
BEST UNIT MANAGER
May’09 – Oct’12 Allsec Technologies, Bangalore
Role: Team Leader – Operations – TTSL
Holds the prestige of being among the top performers with business excellence award
July ’08 – May’09 SGF Telecom, Bangalore
Role: Team Leader – Operations – Reliance
Highlight:
AHT and Call driver analysis:
 Call driver wise AHT is been calculated, the Top call drivers which are contributing for the high ACHT are
been chosen and A deep drill down of type wise analyzed.
Service levels vs. ACHT:
 Interval wise ACHT is been captured real time and the same will be correlated with the hourly Tagging
trend, the opportunities will be identified and the traction on the same will be brought back it sustain the
service levels.
Minimizing Shrinkage and Attrition:
 Team binding activities are been conducted for my span which had helped me in minimizing the shrinkage
and maintain a 0% attrition for 6 months of time
Back to Basics:
 A concept which will help in defect based audits. Where the outliers in 3 major parameters like IQ, CSAT
and ACHT are tracked and the audits are separately done for them with extra support which will help them
to perform. This initiative of mine had helped in reduction of defects from 15% to 3%.
Perfect Quality of call with Lowest ACHT:
 As part of my Star initiative a complete module is been designed by me which will provide a deep drill on
soft skills and proper structuring of calls which will ensure that call quality is been maintained with
minimum ACHT.
Feedbacks Designing:
 The top call drivers with high ACHT will be analyzed and the ideal way of handling the scenarios will be
designed and the same will be cascaded to the associates in a sandwich method.
Process Development on skill changes:
 A Detailed Process mapping was made by me to stream line the process of associate skill migration.
Minimizing the variance in External calibrations.
 Calibration variance which is one of the KPI for a process progression. Minimizing this parameter had
helped the organization in achieve an external target which involves both monetary and non-monetary
rewards.

3. July’ 07 – July’08 Aegis Pvt Ltd, Bangalore
Role: Customer Support – TTSL
 Handling customer service and inbound Calls for one of the leading Telecom brand.
 Quick promotion to SME level for consistent performance.
Academic Details
 Bachelor of commerce – Bangalore University - 2010
 PUC – Commerce – Bangalore University
IT Skills
Operating Systems : Dos 6.22, Windows 95, 98, 2000 Professional, XP
Office Tools : MS Office (Word, Excel & PowerPoint)
Others : Avaya, Drishti, Inbound /Outbound Dialer and EPABX Setup
Personal Details
Date of Birth : 06th Jan 1984
Languages Known : English, Hindi, Kannada,Telugu
Permanent Address : # 680/1 4Th Main 6th Cross Hanumanthanagar Bangalore 19
Temporary Address : # 3, 23Rd Main BTM 2nd stage Bangalore 68
Marital Status : Married