Chandra Prakash S
#26/12 Marappa Thota 3rd Cross+91 9845117712
JC Nagar, Bangalore 560006
Sevenyears of comprehensive and increasingly responsible staff and management experience in multiple areas of Information technologies, Customer Relationship management, Project management, Software Delivery management and SLA management. Consistently rated as a high performer who exceeded expectations.
Additional responsibilities include prepare the weekly, monthly, quarterly & annual reports for Customer Care, stabilize and standardize the "Customer Support Dashboard" and the data captured on it, standardize reports that Yodlee exchanges with all the customers, work with the senior management and other managers on the first draft of the Customer Support Dashboard, performance metrics, processes and define performance metrics for the team, etc.
Possess real-time experience in Escalation Case Management. Followed up and resolved escalated customer issues to the customers’ satisfaction. Also handled very high-profile escalations for the Senior Management teams at Accenture Inc. and at Yodlee Inc.
Possess the ability to lead and motivate a service-oriented team in a fast-paced environment. Also, have strong interpersonal communication skills, effectiveness and ability to be a part of the team to achieve success, influence and reach resolution with colleagues and leaders.
Demonstrated competencies in:
Strategic Planning/Implementation,Software Development Management, Software Delivery Management,Operations Management, Performance Improvement, Problem/Change/Project Management,Staff Management Leadership,Staff Development/Retention, Team Building/Staff Recruiting, Quality Assurance, Requirements Gathering.
Yodlee Infotech Pvt Ltd Palace Rd, Bangalore
Yodlee is the trusted leader in offering aggregation-powered solutions to the financial industry. Yodlee's solutions are in use at more than 150 clients, including the world's top financial institutions and portals, such as AOL, Bank of America, Charles Schwab, Citibank, CUNA, Fidelity, ING, J.P. Morgan Chase, Merrill Lynch, MSN, Yahoo, and Wachovia.
Technical Account Manager( April 2004 – Present )
As a Technical Account Manager(TAM) I was responsible for Managing Top Fortune 500 clients like Fidelity, JP Morgan Chase, E*TRADE, American Express, Discover etc. Activities will involve work on Software delivery management, patch releases and act as SPOC for issue escalated issues requiring sophisticated analysis/research and SLA management for pre and post production issues.
- Manage the technology help desk for the financial services sector and also provide Level 2 and Level 3 support to the customers,
- Manage large corporate accounts independently viz. Wachovia, Northern Trust, Citi Group, MSN Money, Merrill Lynch, Telephia etc.
- Responsible to structure and manage integrated, multi-track projects and/or programs of multiple projects for the above-mentioned clients. Lead the development and tracking of integrated project plans.
- Adapt and apply the Yodlee Approach to meet project and/or program objectives and business drivers.
- Establish and maintain project and/or program communications.
- Handle additional responsibilities as outlined below –
- Prepare the weekly, monthly, quarterly & annual reports for Customer Care.
- Stabilize and standardize the "Customer Support Dashboard" and the data captured on it.
- Standardize reports that we exchange with all the customers.
- Work with the senior management and other managers on the first draft of the Customer Support Dashboard, performance metrics, processes and the Balanced Scorecard.
- Define and work on the Business Process Management Framework.
- Define performance metrics for the team.
- Work on business process transitions.
- Responsible for all aspects of the Service Delivery for the above clients – including meeting SLAs, defining and implementing the Change Management, Continuity and Availability Management Processes; so that the system and application uptime is achieved as per the SLAs.
- Review the SLA Score-card with the clients on a regular basis.
- Oversee the development of project deliverables. Establish and maintain processes to manage scope over the project lifecycle.
- Identify and manage project and/or program issues. Assess and manage risk within, and across, multiple projects. Maintain project tracking and information systems.
- Ensure a positive, collaborative work environment for the team. Manage third-party partner and/or vendor relationships as necessary.
- Recommend changes to the operating procedures as required.
- Interact on a daily basis, with the Sustaining and the Operations Team to achieve the above-mentioned parameters and report the same to the customers through Daily/Weekly Reporting.
- Identifying and enhancing areas for service delivery improvement.
- Instrumental in designing and implementing the Escalations, New Hire, Email responses, Metrics definition procedures. At present, working on fine-tuning the Escalations and the Metrics Definition Processes.
- Set up a process for communicating the outages – both scheduled and un scheduled to all the customers, I handle. This has now been implemented for all of Yodlee Clients.
- Actively participated and contributed in the following departmental level projects –
- Set up various processes
I have been instrumental in setting up new processes for Customer Care group at Yodlee viz. Escalations process, new hire process, defining metrics and internal SLAs, outage communication process in Bangalore as well as in RWS, California etc.
- Work with Yodlee Sales, Consulting and Professional Services, Operations, Sustaining Engineering, Technical Specialist teams and the Product Development Groups to ensure the Customer’s solution needs are well met.
- Involved in designing the various Training Courses for the entire team.
- Manage a diverse and complex scope of support issues directly related to the customer, support and implementation of Yodlee products and solutions.
- Attend daily, weekly, bi-weekly conference calls and update the customers on the latest updates, progress on earlier issues etc.
- Identify customer’s Yodlee computing needs and advocate customers concerns to internal teams.
- Handle escalations when normal support processes are not meeting agreed upon Service Level Agreements.
- Recommend changes in the core software as required and get them developed.
- Work closely with various internal groups to ensure a timely resolution of open issues.
- Track all open problems relating to major Customers and provide periodic reports to customers.
- Participate in recruitment and hiring activities as and when necessary.
- Mentor, assist and guide the Junior Engineers.
Some of the Major Projects Completed at Yodlee Inc.
- Data Feed Implementation for JP Morgan Chase
- Data Feed Implementation for Fidelity Investments.
- Manage Data Gathering and Performance enhancements for Fidelity.
- Patch releases to Avoid duplication of data occurring with Datafeeds.
- Setup SDK solutions for E*Trade for Instant Account Verification and Funds transfer solutions
- Actively coordinated Discover UAT (Universal acceptance test) for Auto Bill Pay products.
- Implement better practices in QA for Data Engineering.
- Actively coordinated in developing tools for better analysis and troubleshooting.
Accenture IncFutura II , Bangalore
Accenture is a global management consulting and technology services company. Committed to delivering innovation, Accenture collaborates with its clients to help them realize their visions and create tangible value. With deep industry expertise, broad global resources and proven experience in consulting and outsourcing, Accenture can mobilize the right people, skills, alliances and technologies.
Team Leader (June 2003– April 2004)
Supervise a group of 15 – 20 CCAs to achieve the production department’s account specific contractual obligations, goals / targets ensuring optimal levels of productivity, quality and Customer Satisfaction
Serve as back-up to Operations Manager
Use expected call volumes to prepare optimal monthly production schedules in consultation with the Operations Manager while factoring in any down time, over time, absenteeism and vacation
Meet with CCAs before and after each shift to identify, isolate, address and resolve any issues that hinder individual/ team productivity and morale
Serve as point of escalation for CCAS
Assist CCAs with any customer/ technical problem that they may be facing.
Create methodology and procedures for timely and appropriate dissemination of meaningful information between team members
Encourage CCAs to make suggestions and independent decisions within pre-defined spheres of activity and control
Ensure that following activities take place in a timely/ scheduled manner:
Generate detailed individual IDP (Individual Development Program)/ team reports reflecting actual performance versus predefined parameters, measure deviations and prepare corrective action plans
Preparation and review of customer/ contract specific quality assurance/ audit reports with appropriate escalation to Operation Manager in case of deviations to prepare corrective action plans
Close monitoring of workflow, job status/ completion, and team performance
Ensure that time-sheets and leave cards are filled in completely and accurately by all CCAs
Scrutinize shift attendance/ punctuality
Report habitual/ poor attendance and chronic absenteeism to HR for initiating appropriate action
Ensure timely appraisals of CCAs for probation, confirmation, raises, promotions etc.
Cross-reference team performance using meaningful statistics and suggest measures for improvement
Counsel CCAs on need basis at personal level to minimize job-related stress
Double check OT sheets and submit them to HR for payroll purposes
Work closely with other departments like Facilities, HR, Network, QA and Finance and escalate issues to OPM for speedy resolution
Make best-judgment decisions/ appropriately escalate during various times of crises encompassing extreme absenteeism, unexpectedly high call volumes, network failure, down time, technical problems etc.
Develop CCAs to become Team Leaders and continually provide them opportunities for learning new skills
FirstRing India Pvt Ltd.International Tech Park, Bangalore
FirstRing offers a range of integrated customer care services including voice, email response, real-time chat, knowledge management, CRM architecture and other value added services to large global corporations including Fortune 100 clients
Team Leader (Nov 2000– May 2003)
Responsible for monitoring of customers issues , work functions & output on a daily basis, shifts basis, for acceptable performance as evaluated by quality standards that are in support of organizations mission and strategies. Responsible for implementation and adherence to quality standard and measurement criteria.
Management Roles and Responsibilities:-
Supervise one of three shifts; support the Call Center's Senior Supervisor and General Manager in the daily operation of a 24-hour call center; be on call as appropriate when Call Center General Manager is not available.
Handled a 15-member team in an inbound call environment (24/7) customer enquiries and all back-office functions.
Monitor, identify and resolve performance/behavior/attendance issues using prescribed performance management techniques.
Conduct performance appraisals annually.
Review FirstRing compliance documents as required.
Responsible for staffing and hiring.
Provide Subject Matter Expertise.
Ensure training needs of subordinates are met.
Modify Operations as needed to meet service level agreements under supervision of Operations Manager.
Successfully complete all client related training.
Resolve escalated customer issues.
Hold team meetings on a regular basis with direct reports.
Communicate all process and client changes to direct reports within specific timeliness
Promote the use of all center communication tools.
Monitoring errors, deviations & initiate corrective measures after escalating to Assistant Manager, Quality Assurance.
Brief the agents before the shift about their performance and give them feedback.
Certify new recruits before they go on the floor to take calls.
Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws; this includes interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance on a semi-annual basis; rewarding and disciplining employees; addressing complaints and resolving problems.
Technical Support Roles and Responsibilities @ First Ring
Administering Redhat Linux (6.1) Servers which is the hosting server:
Work involved checking the load balance on the servers and also maintain the servers mentioned below.
Apache Http Server
Apache Https Server (Secure Server)
MySQL Database Server.
Miva Empressa Server (Miva Ecommerce Engine)
Chilisoft ASP server
Redhat Linux Server.
Providing Support/Solutions to Server Side Scripts and Client side Scripts.
Providing product support for most of the web designing products like MS-Frontpage …Dreamweaver…Macromedia Flash etc
Debugging Scripts written in PERL, PHP , JAVA Servlets, Java Script and Action Scripts ,VB Scripts , ASP..
Design and implementation of server side scripts to monitor disk usage, load balancing etc.
Setting up of corn jobs custom software installation, Secure Certificate Installation . Payment gateway setup on the servers.
XReality(Jan 2000 – Oct 2000)Bangalore
XReality was a web designing and graphic designing company providing web designing and graphic designing services. Started my professional carrier with web designing and web application development at XReality.
Design and support websites, web application and desktop application for clients.
Designed websites for prestigious clients like Texas Instruments India Pvt Ltd
Significant Projects delivered to the client include.
Online Product Directory – Project involved designing a web application for digital-x, which would help the visitors to their web site purchase products and browse thro, their online product directory. This web application was deigned using ASP technology and MS access database as the data source
Subharambh – This web application was designed for new recruits to Texas Instruments India Pvt Ltd. This website was instrumental in building constant contact with new recruits of Texas Instruments with the company. The website was designed using Dream weaver, Java, JDBC and Oracle database.
Complus Systems Pvt Ltd (Free Lancing)
Complus Systems Pvt Ltd was incorporated in December 1994 to provide specialized services in the field of Electromagnetic immunity & compatibility systems & Seismic monitoring equipments
Roles and Responsibility include supervising and designing e-commerce websites. Significant Projects include:
W O R K H I S T O R Y
BFL SoftwareBangalore
Sotware Trainee
Designed Invoice Application in MS-Access and study of Smart 3 Array of Controllers.
XReality (Jan 2000 – Oct 2000)Bangalore
Web Designer and Customer Service Management
Joined XReality to design and develop websites and web application development.
Complus Systems pvtBangalore
Web Designer
Worked as a free lancer to design and supervise e-commerce website development.
FIRSTRING INDIA PVT LTDBangalore
Team Leader (1st Nov 2000 – June 2003)
Hired as a Senior support Analyst and promoted as a Team Leader for
Technical Support and Ecommerce development.
ACCENTURE INCBangalore
Team Leader (June 2003 – May 2004)
Hired as a Team Leader for Technical Support -Operations
Yodlee INC
Technical Account Manager (May 2004 – Present)
Hired as a Sr System’s engineer and later promoted toTechnical Account Manager.
EXECUTIVE SKILL SET
Management . . . Technology Vision … Technology Evaluation and Integration … Organizational Development . . . Team and Culture Building . . . Value-Centered Leadership . . . Strategic Planning and Execution . . . Operational Management ... Excellent Oral, Written, and Interpersonal Skills . . . Proven Presentation Abilities . . . Fluent Business and Technical Communications . . .
Areas of Expertise . . . Web Designing . ,Web Hosting / Support ..Product Support…Web Application Development , ISP Technical Support.
Technologies . . . Distributed Systems . . . . HTML . . . XML . . . EJB . . . J2EE . . . Servlets and JSPs . . . . . RMI . . . JDBC
Languages and Platforms . . . C . . . C++ . . . Java . . .Visual Basic . . . JavaScript . . . Perl . . . Unix . . . Windows . . . Linux . . . SQL Server…Oracle
ADDITIONAL INFORMATION
Awarded the Champion of FIRSTRING for superior performance.
Awarded the best Team Leader at Accenture
Awarded Most Valuable Player of Yodlee Inc (MVP) of the Quarter