Prashanth Singh S is seeking a manager position with over 10 years of experience in customer service and operations management. He currently works as an Assistant Manager at Hero Management Service, where he manages a team of 100 employees across e-commerce and telecom processes. Prashanth has experience leading teams, meeting SLAs, conducting training, and resolving operational issues. He holds a B.Com degree from Osmania University and has worked in various customer service roles at companies like Hyper Quality, Hero ITES, and Wipro BPO Delhi.

1. Prashanth Singh S
[H # 43, Dwarka, Sector 19, New Delhi, 110075] | [9999964428] [s.prashanthsingh@gmail.com]
MANAGER
Profile
Proactive and devoted assistant manager adept at collaborating closely with the Operations head Manager/Team
leaders/Executives and assuming responsibilities of managing daily activities, directing operations and supervising
staff in order to assist in actualizing firm’s aspirations, short term initiatives and long term goals and objectives.
■ Areas of strength:
 Experienced running E-commerce customer service ( Outbound Sales & Inbound, Online Support & Social Media
Complains ),
 Experienced running Pan India telecom outbound & Inbound Sales
 Sound knowledge of sales and marketing principles
 Experienced in running Travel & educational
 Excellent written/verbal communication skills
 Strong decision- Social Media Escalation
 Ability to lead a process
■ Objective Statement – Looking for an Manager position where I can help facilitate daily missions, execute various
tasks, and act as a link between assigned senior manager and peers, partners, employees and subordinates.
Work History
Hero Management Service pvt. ltd, Gurgaon, Haryana. 24th April 2012 – Present
Assistant Manager
In my current profile I am handling a team of 100 FTEs for 2 processes, E-commerce Gadgets360 (Social Media
Escalation, IB, OB, E-mail, Chat ), Telecom ( Pan India Inbound & outbound)
■ Key Functions:
 Managing the performance functions such as, Meeting the SLA’s, staffing, training and expanding business
plans.
 Driven the Operations team effectively to Achieve Clients given targets
 Generated and analyzed required reports to improve maximum profit to the company.
 Communicated with the support team and implemented the organization’s operational guidelines, standards
and policies.
 Monitored and managed operational activities – Directed the Operations Team operational risks, financial
aspects
 Driven the quality team effectively to maintain excellent outputs from each associates.
 Documented and prepared reports on management and information systems; presented same to manager.
 Investigate and resolved Operational/Performance issues and handled all queries and client feedback in a
professional manner.
 ■ Staffing Contributions:
 Designed and coordinated training programs for employees in order to enhance work efficiency – Conducted
training sessions and workshops to improve the workforce and productivity of the firm.
 Maintained cordial relations with other staff and assisted them in resolving their issues.

2. Hyper Quality, Gurgaon, (14th
August 2007 to 2nd
Feb 2012)
Quality Consultant: Customer care/order management: -
■ Key Functions:
 Did worked for Travelocity, Kansas Gas (Gas provider in Kansas city), Becker process in Education, Kaplan
education process
 Production Planning - revenue & resource requirements, Setting individual production targets
 Resource Deployment & Optimum Utilization
 Controlling & Leadership - Lead fulfilment of Client set service deliverables
 Auditing calls evaluated by the HQCs and providing them with daily feedback for Even Better performance
 Mentoring the new Quality Consultants and helping them to come up their learning curve.
 Represent Hyper Quality in the client calibration calls with minimum or no variance.
 Active participation in the Pre-launch calibration
 Updating team members about any process related changes and updating the process guidelines. (Training
material) on a weekly basis
 Conducting internal calibration, process quiz on a fortnightly basis to ensure that the entire team remains on
the same page
 Arranging monthly refresher sessions to keep the team members updated
 Communicate issues to the top management using appropriate communication channel.
HERO ITES, Gurgaon (14/8/2006 to 22/3/2007)
Senior Associate: - Customer care
■ Key Functions:
 Worked for the process (Wamu) as support Associate where in I was handling the back office relating to their
credit card and there by having direct and constant interaction with the client.

WIPRO BPO DELHI, (9th Dec 2005 to 2006)
Associate: Customer care
■ Key Functions:
 Worked for the process (Netscape Browser) as Technicalsupport Associate where in I was handling the back
office relating to their Browser and there by having direct and constant interaction with the client.
PROFESSIONAL & ACADEMIC QUALIFICATIONS:
Qualification Specification University/College/School Board
Graduation B Com Osmania University AP
Higher secondary 11th
& 12th
Higher sec school AP
Matriculation 10th
High school AP 

3. INTERESTS / HOBBIES/ADDITIONAL:
- Music
- Cooking
- ComputerProficiency:
o Good knowledgeof Computers:Windows,MsOffice (Word,Excel,PowerPoint),Internet.
o ExcellentefficiencyinMS excels withshortkeysandformulas.
- LanguagesKnown : English,Hindi,andTelugu
- Date of Birth : 6th
April 1983
- Religion : Hindu
Date : __ /__ /2016
Place : Delhi (S. Prashanth Singh)