1. Ashish Prasad
OBJECTIVE
Drive innovations & formulate processes. To implement them effectively and efficiently in an enduring
assignment in the Organization for bilateral benefits and growth through team work.
Key Highlights
 Received Emerging Leader award from CEO in March 2015
 Received Achievers Club Award for successful completion of Project on reduction in Walky complaints to the
lowest at 2.3% of base & repeat less than 1% by replacing 4000 new walkies
 Received STAR award in June 2014 for Successful Partner transition
 Received Achievers Club Award for contribution in streamlining Network process. Implementation time reduced
from 90 days to 32 days
 Received STAR award in April 2013 for streamlining Backend Service Request process (Pendency reduced to 89
cases out of 70000 transactions in a month).
 Received award for Star Award for complaint reduction from 17k to 14.5k in February 2013
 Received Best Team Manager from December 2011 to April 2012 for achieving 100% collection month on month
 Received CEO award for Best Team Manager in November 2011 for achievement of lowest Bad Debt(1.08 lacs)
 Received Best Team Manager award for overall performance for the year 2010-2011
 Received Best leader award for consistent performance on Bad Debt reduction.
 End to end reconciliation of ICICI Bank, IDEA Cellular, ICICI Securities, ICICI Brokerage, Delhi
International Airport & collected reconciled amount of Rs.5 crore
 Completed Yellow Belt project on FTR improvement
 Handled first ever in India launch of “99” series in Airtel Delhi.
 Received Best Team leader award consecutively 3 times for Jan.,Feb.,Mar. 2007
 Handled initial setup & customer care for Prepaid Hotline process to adhere to TRAI norms.
 Full outstanding dues collected from 80% of centers.
 Collections increased by 40% in 2002-03 over 2001-02.
PROFESSIONAL EXPERIENCE – 13.11 years
09/2012 – Till Date National Manager B2B Service Operations New Delhi
Role Tata TeleServices Limited
 End-to-End Complaint management ( Technical & Non technical) & Service Request Management
 Manage Segmented Service delivery : Segment based services, communication, TAT, Empowerment
& Reviews
 Drive process changes through data analysis on Service failure reasons
 Drive End to End customer satisfaction through customer visits on Service related issues
Phone: 9810258471/ 9212101837
Email : ashish.prasad@outlook.in

2.  Lead team for end to end Coordination with multiple departments for Service issue resolution
 Drive processes to deliver customer delight (Network enhancement SPOC PAN India)
 Manage Partners (Tech Mahindra & DigiCall) to deliver key KPIs
 Analysis on complaints to reduce complaint per subscriber.
 Manage billing & payments for partner (Vendor billing & payments).
 Driving complaint reduction by implementing Predictive Complaint Methods.
 Standardizing complaint reporting to drive effective complaint reduction.
 Centralization of reports to have better overview for process correction.
04/2012 – 09/2012 National Manager B2B Collections & Services New Delhi
Role Bharti Airtel Limited
 Analysis on Service failure reasons & drive process changes to avoid further Service lapses
 Analysis on non-collected pool to increase revenue & drive the Circles to deliver.
 Completed end to end Centralization of all reports
 Lead team to drive process changes to reduce process related waivers
 Lead team to drive Bad debt collection to drive significant reduction in Bad debt pool.
 Driven churn reduction by implementing predictive churn methods.
 Standardized churn reporting model across all Circles
02/2010 – 04/2012 Head Services & Collections B2B New Delhi
Role Bharti Airtel Limited
 Driving reconciliation for resolution of old outstanding issues for curing the accounts.
 Analysis on SLA adherence for issue resolution to eliminate escalations.
 Drive Bad debt collection to have significant reduction in Bad debt pool.
 Lead & drive teams for co-ordination with corporates on due date collection
 Ensure Service camps for issue resolution for major corporates.
 Analysis on revenue pattern of Corporates & drive revenue enhancement.
09/2008 – 02/2010 Sr. Executive – President’s Office Bharti Airtel Ltd. New Delhi
Role Bharti Airtel Limited
 Process setup for handling TOP management escalations (National Escalation Team)
 Direct interaction with Airtel Management Board & Bharti Management Board for end to end
Customer issue resolution
 Driving Process change across Bharti by identifying point of failures.
 Co-ordination with Circles for implementation of process level changes.

3.  Managed initial Process setup of Blog case resolution process.
 Lead the identification of Blog coordinators & build relationships with them
 Provide product related feedback to the marketing product owners.
 Driving investigations in any fraud, through internal & external agencies (Govt. & non Govt. bodies).
 To review their overall performance in weekly and monthly review with the process manager.
 Analysis for repeat reduction to reduce customer pain
 Monitor & drive training & development of the Partner(Aegis BPO)
 Driving SLA adherence through establishing linkages between functional teams.
 Ensure Timely & effective communication through communication guidelines.
04/2004 – 08/2008 Sr. Executive - CSD, Bharti Airtel Ltd. New Delhi
Role Bharti Airtel Limited
 Manage Business Partner’s (“Mphasis”, “Teleperformance” & “IBM Daksh”) performance.
 Lead initial setup & process streamlining of new call centre partner (Teleperformance, Indore) for
Delhi Prepaid
 Manage CLCM for overall Delhi Prepaid Base
 Manage Prepaid Call Center IVR.
 Self-care Management & product promotion.
 Instrumental in the designing of Prepaid plans & Top ups for Delhi.
 Lead team to enhance Non Voice communication medium for Inbound and Outbound.
 Implementation of workflow in respective Non-voice.
 Inter departmental co-ordination to run the workflow.
 Driving SLA adherence through daily dashboards/reports.
 Formulate & deploy strategies to meet CSMM scores
 People and process management for process quality, complaints and service levels measurement
based on MIS reporting
 Review overall performance in weekly and monthly review with the process manager.
12/2002 - 3/2004 Senior Executive, Telecom Direct (DSA of Airtel) New Delhi
Role
• Providing instant resolution to all walk in customers
• Taking Training Sessions
Achievements
 Promoted within 4 months as Senior Executive.
 Promoted on the payroll’s of “Bharti Airtel Ltd.” because of exemplary performance
8/2001 - 12/2002 Sales Executive, Datapro Infoworld Ltd. New Delhi

4. Role
 Channel Sales for IT education through company’s franchisees in U.P.
 Collection of company’s revenue share from franchisees and ensuring zero outstanding.
EDUCATIONAL QUALIFICATION
B.Com from Kanpur University
MBA in Marketing from Shobhit University
PERSONAL DETAILS
Present Address : House No. 42, 1st
Floor, Indraprastha Colony, Sector – 33, Faridabad.
Date of Birth : April 28, 1976
Marital Status : Married