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Pradeep Premchandani

12 Years
Not available
B. Com
Training -Communication -Soft Skills -Voice and Accent -MS Office Operations Management Digital Marketing Customer Service Client Management Operations Business Development Recruitment & Staffing
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Communiation and Soft Skills Trainer

    10+ years – BPO & KPO

    Location Manager (Centre Head) Customer Service | Client Management Operations Management | BD | Training Recruitment | Digital Marketing




    -      Exceptional Management and Leadership skills.

    -      60 to 150 FTE in a span of 6 months with least employee turnover.

    -      'Certificate of Excellence' for implementing clients on ECS Platform.

    -      Awarded ‘Letter of Appreciation’ for excellent Team Management Skills.

    -      Appreciation for excellent Client Management.

    -      Received accolades from clients for outstanding management and implementation strategies.

    -      Retained some of the best ECS clients, viz: Advisors Excel, Irwin Financial.


    Professional Profile:


    -      Excellent Leadership, Management, Training and Business Development skills.

    -      Participating in Recruitment, Appraisals & Promotions.

    -      Delivering Product, Process & Soft Skills Trainings.

    -      Displayed analytical, reasoning, interpersonal, budgetary and IT attributes.

    -      Recognized for commitment, client management, flexibility and innovation.

    -      Steep learning curve, professionalism and result orientation add to carrier graph.

    -      Track record in managing complex projects including large number of participants.

    -      Excellent client service with Time & Quality Management to meet corporate expectations.

    -      Application Software: Proficient in MS-Outlook, MS-Word, MS-Excel, MS-PowerPoint.

    -      Knowledge of Salesforce, SharePoint, Jira.





      Location Manager / Centre Head (Mar 2017 – Present)                                                       Examity | Strateology(BPO – US)


    Examity® is an online proctoring solution that gives students the flexibility to take exams remotely.  It provides teachers, schools and students with the tools they need to prevent cheating and to preserve integrity.


    -      Managing approx. 150 FTE (400 FTE Indirect)

    -      Operations: TL | Supervisors | Agents

    -      Work Force Management

    -      Support Agents

    -      Quality Auditors

    -      L&D | Training

    -      HR & Admin

    -      Interacting with account managers across multiple locations.

    -      Meeting the client specific requirements while coordinating with Account Managers & Operation Teams.

    -      Working with IT Team and ensuring that Technology Infrastructure is in accordance with operational needs.

    -      Implementing and controlling quality assurance programs across the facility.

    -      Providing feedback to employees on regular basis.

    -      Conducting Recruitment drives & employees' appraisal cycles interviews for TL / Supervisor Levels.

    -      Coaching Team Leads & Supervisors to improve team performance and quality.

    -      Ensuring that employees adhere to company policies.

    -      Overseeing HR and Admin Teams to address employee grievances.

    -      Participating in planning to scale operational capacity as per the business needs.

    -      Overseeing new employees’ trainings and on boarding activities in the facility.

    -      Managing corporate shared services - Transportation, Food, Facility Maintenance and Employee Wellness.


    Sr. Manager – Digital Marketing & Customer Experience (Nov 2016 – Feb 2017)                       Zaggle.in(m-commerce)


    Founded in 2011, Zaggle is an award-winning digital payments, cashback and analytics company.

    Zaggle offers various Prepaid Cards to corporate for their employee welfare & benefits.

    ‘Zaggle Restaurant Cashbacks’ is a mobile app giving cashbacks and merchandise offers to people who wish to dine at select venues.


    §  Customer Experience:

    -      Overseeing operations teams.

    -      Responsible for customer service for App and Prepaid Card users.

    -       App Users: Across Hyderabad, Pune & Mumbai

    -       Corporate Clients: Pan India – Offering Zaggle Prepaid cards to their employees.


    §  Digital Marketing & Brand Management - Managing B2B & B2C Digital Marketing Teams.

    -      B2B: Zaggle Prepaid Cards &Gifting Solutions.

    -      B2C: Mobile App - Zaggle Restaurant Cashbacks


    §  Digital Marketing & Brand Management - Managing B2B & B2C Digital Marketing Teams.

    -      Creating SOP for Customer Service Teams.

    -      Organizing & Creating Training content for Operations Teams.


    Freelance Recruiter


    Worked as a Freelance Recruiter with numerous staffing agencies across India for IT & Non-IT requirements.


    Client Experience Manager (Jun 2004 – Aug 2013)                                                                    Kaplan India Pvt. Ltd.(BPO – US)


    Kaplan India is legally compliant subsidiary of Kaplan Inc; operating as a shared service provider to various business vertical of Kaplan, across Technology, Content, Services & Contact Centres.


    -      Client Implementation by developing demos, layouts, flowcharts, diagrams & documentations.

    -      Business Development: Identifying new potential clients and closing deals in US area.

    -      Team Management in accordance with timescales, costs and client expectations.

    -      Train, coach and manage team members via performance reviews & development plans

    -      Developing reports to analyse current state of project and mobilize resources towards goal achievement.

    -      Improve operations by conducting team meets to analyse and incorporate changes in policies and procedures.

    -      Accessing operational risk and reward ratios by taking account of structural changes, staff movements, compliance requirements and new technologies.

    -      Defining operational feasibility by analysis and solution development associated with the process.

    -      Ensure SLAs are met as agreed upon by the client.

    -      Review and analysis of performance reports on weekly & monthly basis with clients and team members to identify and correct the performance deviations.


    Relationship Development Consultant (Jun 2003 – Feb 2004)                                                                        ebookers.com (BPO – UK)


    ebookers India operates as a part of ebookers UK Group. The company operates as a shared service provider for ebookers.com in domains like sales and client services.


    -      Mentoring and managing team to achieve sales target.

    -      Hands on experience on Amadeus (CRS)

    -      Maintaining records of client communications and sales for training and development of the team.

    -      Identifying key areas of improvement and developing appropriate solutions.

    -      Handling escalations and developing strong inter-personal relationship within the team to inculcate vision and core values of the business.




      Call Center Executive (Apr 2002 – Dec 2002)                                                                     iShiva Back Office Pvt. Ltd(BPO – US)

    iShiva Back Office Pvt. Ltd. is an international call centre in Gurgaon for clients based in U.S. The company also caters to the billing and data entry solutions to U.S. clients.


    I worked as Call Center Executive and was responsible for sales of numerous products via inbound and outbound calls.

    The processes included b2b and b2c clientele in US.


      Customer Care Associate  (Feb 2001 – Apr 2002)                                                              Daksh eServices Pvt. Ltd.(BPO – US)


    Daksh eServices BPO has facilities in India and Philippines. The company offers IT and Non-IT services to companies worldwide.


    I worked as Customer Care Executive and was responsible for providing support services to the client called PayPal.




    §  Team Management / Training & Development

    -      Designing and conducting training modules for the team in sync with the organizational goals.

    -      Identifying Key areas of Improvement and devising Training and Development Programs.

    -      Coordinating with Sales, IT, Content and Billing Teams to roll out training sessions when required.

    -      Conducting weekly / Monthly meets to keep the team abreast with latest tools required to execute the projects.

    -      Reviewing performance metrics and sharing the same with the team and the clients.

    -      Engaging team members to take new leadership roles and activities.


    §  Operations Management

    -      TAT parameters are met via Time Studies & Capacity Planning.

    -      Designing strategies to reduce shrinkage and employee turnover.

    -      Ensuring CTQ & CTP parameters are met and maintained throughout the process.

    -      TAT (Turnaround Time) parameters are met via Time Studies & Capacity Planning.

    -      Designing strategies to fuel organizational growth and meeting client expectations.

    -      Reviewing client feedback and focusing on areas of improvement and expediting corrective measures.

    -      Studying MIS reports to identify weak linkages and adopting corrective plans.


    §  Process Management

    -      Monitoring overall vendor performance – Planning, Execution & Monitoring.

    -      Strategic Account Management; mapping new clients in the process.

    -      Stabilizing process by fulfilling client deliverables.

    -      Process Improvement via system and resources rearrangement when required.

    -      Sharing process metrics with senior management and ensuring agreed SLA and client experiences.



    Certifications & Trainings:


    -       Securities & Insurance Licensing Association - Associate Designation  SILA

    -       Voice &Accent Training                                                                             Hero Mindmine

    -       US & UK Culture                                                                                        Hero Mindmine

    -       Accent Neutralization                                                                                Sharadha India



    Academic & Personal Details


    -       Father’s Name:          Sh. D.K. Premchandani

    -       B. Com.                       University of Delhi, 2000

    -       10+2                            CBSE Board (Non-Medical), 1996

    -       10th                             CBSE Board, 1994