Manoj Prakash

kpmanojprakash@gmail.com
+919080167178
4/811, Mahalakshmi nagar 8th Street, K.Pudur, Madurai
1991 November 28
Married
https://www.linkedin.com/in/manoj-prakash-6b5648a1/

Possessing over 8 years of delivery expertise with industry leading clients across various
domains - Cloud enabled services and insurance during various phases such as pilot,
transition, migration, and BAU. I have also handled teams across the country and globe.
Worked with various internal and external stakeholders - transition, legal, engineering, and
process excellence. As part of delivery, I have spearheaded several transformational
opportunities through Lean Six Sigma for improvement of SOW defined KPIs/KRAs.
Furthermore, I relish client relationship management while also leading business reviews. As
a purveyor of data, I am adept with databases for analysis and for visualisation.

PROFESSIONAL EXPERIENCE
2023 February – Cognizant technology solutions, Technical team lead
present + Data validation and governance to eliminate data quality errors in
Bengaluru, India end-customer data which is housed in Salesforce
+ Developed dashboards using Salesforce reporting to track the flow of
tickets between multiple teams improving accountability and reducing
resolution time by 15%
+ Developed and optimized processes for data quality changes which
reduced turnaround time by 20%
+ Fostered collaboration with sales and finance that resulted in
streamlining of processes and case handoff’s
+ Worked in various Trust & Safety processes in customer acceleration
project
+ Moved to an ad enablement project of ~260 review analysts where
through a VSM project improved productivity by over 10% in a quarter
+ Eventually managed a team 60 web analysts where I had re-designed
handling procedure for developer responses which improved TTR by
~70% and CSAT score
+ In the aforementioned project, provided inputs to help strengthen
machine learning along with bug triaging and identifying abuse patterns

2022 May – Allstate Solutions PVT LTD, Team leader

2022 December Ensure the team delivers high-quality work, providing coaching and
Bengaluru, India feedback as needed
Serve as the primary point of contact for client escalations
Simplify complex issues for clients and internal team members
Manage team support channels, ensuring we’re providing timely
responses and updates
 Collaborate with team members to triage and troubleshoot complex
issues through testing and reproduction
Liaison between Senior Leadership and team members to define and
manage team expectations regarding scope of work and
responsibilities
Process Tier 1 and Tier 2 tickets and assist with support coverage as
needed
Pull data regarding case volume and metrics for the Customer
Solutions team
Effectively balance clients needs and internal priorities
Develop and implement process improvements for the team
Onboard new Solutions team members as needed (Tier 1 and 2)
Conduct meetings both on an individual and team level
Address improvements with individuals and as a team, and develop
action plans for improvement
Document best practices and other useful information to better enable
our customers through our online support tools
Provide triage and escalation management to engineering teams for
issues that can’t be resolved by Solutions

EXL service private limited, Assistant Manager

2018 June –
+ Successfully oversaw offshore transition of 110 HC from for an
2022 April
Insurance backend processing project
Chennai, India
+ Managed 4 LOBs across2 locations with 24 HC reduction through
various automation and process excellence opportunities
+ Incorporated 120% increase in HC capacity for a subrogation project.
+ Designated as an Operations Lead for a 82 HC Claim adjudication
project. Managed globally across 3 locations while baselining SLAs,
identifying process excellence opportunities, and cross-skilling scope
+ Youngest Team Manager in Insurance project.

24/7 PVT LTD, Advisor

2017 February –
2017 October
Bengaluru, India
Hinduja Global Solutions
2015 November –
2016 November
Bengaluru, India

SKILLS

SǪL Agile methodologies Lean Six sigma Power BI (In progress)

Python (In Progress) Service delivery Microsoft excel Google cloud platform
Data management Operations Management Business Intelligence Business planning

CERTIFICATES
Lean Six sigma Agile methodologies Advanced excel

MySǪL Bootcamp Python Bootcamp (In

advanced Progress)
 EDUCATION
2009 June – 2015 May B. Tech, Kalasalingam University, Srivilliputtur.
Madurai, India

2008 May – 2009 May 12th Grade, Mahatma Montessori Matriculation Higher Secondary
Madurai, India School, Madurai.

2006 May – 2007 May 10th Grade, Mahatma Montessori Matriculation Higher Secondary
Madurai, India School, Madurai.