PRANAV SHUKLA, PMP, LSS Master Black Belt, ASM, ITIL V4, SMC, Lean Expert, LSS Black & Green Belt, TQM

Customer Service, Projects & Operations

pranav.shukla@live.in | + 91 9892903962 | LinkedIn

SENIOR MANAGEMENT PROFESSIONAL ??? CUSTOMER SERVICE | PROJECTS | OPERATIONS

Catalyst for innovation, change and process improvements, driving customer satisfaction and service excellence through projects and the implementation of innovative service strategies.

SUMMARY

?? Business Operation Leader with more than 21 years of expertise in Portfolio Management, Customer Service & Operation, Client Relationship Management, Business Development, Projects, and People Management across Banking & Financial Service Industry/ ITeS/ BPO/Telecom/ Payment & IT domain.

?? An Influential strategist who constructs a foundation for customer success by helping customers achieve continuous value through deep adoption of critical business solutions. Innovative and energetic with competency in leading multi-unit regions and driving operational excellence; champions a strong focus on customer satisfaction and loyalty.

?? Strong reputation for delivering business strategies and customer focused solutions that improve revenue margins.

?? Distinction of implementing strategies to enhance market penetration, business volume, and growth.

SIGNATURE SKILLS

?? Portfolio Management ?? Program / Project Management

?? Service Delivery & Excellence ?? Operations Excellence

?? Customer Satisfaction ?? Risk Management & Process Excellence

?? Revenue Generation ?? Cost Saving Initiatives

?? Change Management ?? Vendor Management

CAREER TIMELINE

NOTABLE ACCOMPLISHMENTS

?? Headed a team of 28 direct and 1200+ indirect resources.

?? Managed 15 vendor partners across the country for Contractual Services including Personal & Manage Print Services.

?? Drove multiple Projects and Compliance Programs with partners, achieving 90% milestone and benefiting customers to derive maximum satisfaction and value.

?? Successfully ran 150 Training and Development programs across the country for customers.

?? Became MSI Ambassador - (2021) - Management and Strategy Institute, USA.

?? Earned Explorer Badge ??? (2021) ??? Hp Inc.

?? Managed implementation of Kiosk, Mobile and Tablet offering. Led the development & review of SLAs, OLAs and KPIs.

?? Headed Customer Disputes, EJ, Image, C3R and Reconciliation services and end-to-end cash management activities.

?? Instrumental in saving 50m US $ by improving SCART, Pending Cash, GUI (AS-400), GCM & MORCOM applications.

?? Contributed significantly to improving the process by 80% through root cause analysis and deployment of the best practices in Projects & Operations.

?? Single handedly managed SREI reconciliation, EJ, Image, issue, and client management.

?? Created an automated tool ticket process for the operation team and saved 4-man hours daily.

WORK EXPERIENCE DETAIL

TSI PLC., Mumbai, India | Jul 2023

Associate VP - Customer Support (Projects, Vendor Management, Customer Success)

?? Managing Payment Solution Business and Banking customers

?? Managing Professional Services,

?? Service Delivery & Escalation Management

?? Customer Relation Management

?? Account Management - Domestic Sales, Revenue Generation & CRM

?? Project Management

?? Operations Management, Internal Call log Center & NOC management

?? Vendor Management

?? Internal and External Stakeholder Management

HP Inc., Mumbai, India | Nov 2019 ??? Jan 23

Country Head - Customer Service, Project & Operations

?? Spearheaded Managed Service for Banking & Financial Service Industry, ITES, IT, Telecom, Manufacturing, Automobiles, Retail, Customer Care center, Domestic Sales and FMCG domain with P&L accountability.

?? Formulated, implemented effective strategies, policies & procedures to ensure clients are deriving maximum value from HP Services & Products.

?? Lead expansion of Services at Point of Sales, LEAD ON & Proactive Insight Programs. (leading to revenue generation)

?? Conducted monthly/quarterly Partner Service Reviews to proactively track progress against the Success Plan.

?? Drove Domestic Sales, Customer Care Centre, CRM for Revenue Generation.

Country Head - Service Delivery & Customer Success

?? Complete ownership of Operations, Cost Management, Service, and Solution Delivery. Led 40 accounts under Personal System for Contractual Service Delivery with 25 direct & 600+ indirect resources.

?? Ensured delightful customer experience and managed post-sales service delivery.

?? Took care of customer on-boarding with focus on increased adoption, retention, and satisfaction.

?? Delivered monthly and quarterly business reviews to align business & technical goals across multiple stakeholders e.g., customers, partners & multiple functions across HP.

Mphasis Ltd./ TSI PLC, Pune | Country Manager ??? Customer Services & Operations | Jul 2015 ??? Oct 2019

?? Drove overall Operations with key accountabilities towards client relations, project/program management, service delivery, operations, Internal Customer Care, Domestic Sales, CRM, Revenue Generation and people management. Managed 35 accounts and 15 vendors.

?? Led and mentored a team of 20 direct and 400+ indirect resources.

?? Identified upselling and growth opportunities & collaborated with sales teams to ensure growth attainment.

?? Handled change and implementation, product error analysis and closure of RCA in a time sensitive manner.

?? Managed risk and ensured incident reduction through problem management and repeat incident management.

Key Contributions in terms of financials

?? $961K Revenue added through Cash Receiving Agency (FY 2018 - 19).

?? $333K added through credit back from various banks (FY 2016 - 18).

?? $102K added through various vendors (FY 2015 - 16).

In-Solution Global Pvt. Ltd., Delhi | Senior Manager ??? Country | Jan 2012 ??? Jun 2015

?? Managed 28 key accounts across India, Middle East & Asia worth $616K with a team of 30 direct and 200+ indirect resources.

Led responsibilities pertaining to Program Management, Project, Technology & Operations Management, Domestic Sales, Customer Care Centre, CRM & Revenue Generation

Projects Handled:

?? CMS, DCMS, DCRS, SQL Editor, FPSS, Customer Help Desk, RRB, CRM, CIA Bulk Recon, Settlement Reconciliation, Excess & Shortage System, T+2 Acquiring Online Sundry - Suspense Reconciliation, C3R TTUM module & vendor wise sundry suspense accounting and reconciliation.

Notable Accomplishments

?? Generated business worth $245K by promoting new products & services - Reconciliation Software, Consulting, CRM, & Call Center Solutions; participated in presales planning, project pricing, bid review & presentation of sales proposals.

?? Played a vital role in saving $ 27K /annum through change management, enhancement, and process improvements.

JP Morgan Services India Private Limited, Mumbai | Team Manager | Jan 2010 -Jan 2012

?? Led a team of 25 direct reportees and 20+ indirect for managing various customer projects across regions - APAC, NA, EMEA.

?? Reduced the expenses by 60% and increased the team productivity by 80%; conducted training sessions for the team members.

Certifications

?? AI Prompting Essentials Certified (AIPEC)??? (2024) - Management and Strategy Institute, USA

?? Certified Lean Six Sigma Master Black Belt (2024) ??? Anexas Europe

?? Project Management Professional (PMP??) (2023) ??? PMI, USA

?? Certified Lean Six Sigma Black Belt (2023) ??? Anexas Europe

?? Total Quality Management Certified (2023) ??? Anexas Europe

?? Lean Expert Certificate (2023) ??? Anexas Europe

?? Certified Lean Six Sigma Green Belt & CSSGB (2023) ??? Anexas Europe & ISSI???

?? PMI Project Management Ready??? (2023) ??? PMI, USA

?? EXIN Agile Scrum Master (ASM) (2023) ??? ExIN

?? Scrum Product Owner Certification??? (2023) ??? ISI???

?? Agile Coach Accredited Certification??? (2023) ??? ISI???

?? Agile Scrum Leadership (Executive) Accredited Certification??? (2023) ??? ISI???

?? Certified Kanban Expert (Kanban-EXP???) Certification??? (2023) ??? ISI???

?? Certified Kanban Project Manager (Kanban-PM???) Certification??? (2023) ??? ISI???

?? Accredited Program Manager Certification??? (APGM???) (2023) - IO4PM???

?? Fundamentals of Agile Project Management (2023) ??? PMI, USA

?? Fundamentals of Waterfall Project Management (2023) ??? PMI, USA

?? Accredited Project Manager Certification??? (APRM???) (2022) - IO4PM???

?? Business Management Essential Certified (BMEC)??? (2022) - Management and Strategy Institute, USA

?? ITIL V4 Foundation Certified (2021) - AXELOS

?? SCRUM Fundamentals & Master Certified (SFC & SMC) (2021) - SCRUM study

?? LSS White Belt Certified (LSSWB)??? (2021& 2023)- MSI, ABI & CSSC, Anexas Europe

?? LSS Yellow Belt & Six Sigma YB Professional Certified (2021& 2023) ??? HPI, MoreSteam, Anexas Europe & 6sigmastudy

?? Project Management Essentials Certified (PMEC)??? (2021) - Management and Strategy Institute, USA

?? National Stock Exchange Certification in Financial Market (2007) - NSE ACAD

?? Diploma in Web Centric Computing (H) (2002) ??? NIIT

?? ???O??? Level / Business Professional Programmer (2002) ??? DOEACC, Govt. of India

EDUCATION

?? Post Graduate Diploma in Business Management ??? Executive | Welingkar Institute of Management Development & Research, Mumbai | Sep 2010

?? Bachelor in IT & Business Management (H) | Utkal University, Orissa | Sep 2003 | First Class with distinction