Prachi Surve

Customer Success Manager - Talent Acquisition

HYRGPT

Oct 2023 - Current (2 years 10 months)

• Managed the end-to-end talent acquisition process, including sourcing candidates from platforms such as Naukri, Expertia, IIM Jobs, Internshala, and Updazz, conducting interviews, and hiring top-quality talent to fulfill business requirements • Performed initial screenings and coordinated interview scheduling by liaising with both clients and candidates. • Implemented candidate assessment tools and processes to ensure a thorough evaluation of skills and cultural fit. • Provided regular updates and reports to senior leadership regarding the progress of hiring, candidate pipelines, and potential areas for process improvement. • Built and maintained strong relationships with candidates throughout the hiring process, ensuring a positive exper

Manager of Customer Success

IDFY

Mar 2022 - Jul 2023 (1 year 5 months)

Managed customer success operations for enterprise clients across background verification (BGV) workflows. Improved BGV turnaround time by 15% through workflow optimization and structured vendor coordination. Owned client escalations, ensuring timely resolution and strengthened SLA governance. Developed SOPs, onboarding modules, and training frameworks to improve operational efficiency. Maintained dashboards, QA checks, and RCA reports to reduce defects and enhance client satisfaction. Collaborated closely with product, verification teams, and leadership to deliver consistent service excellence.

Assistant Manager

IDFY

Mar 2022 - Jul 2023 (1 year 5 months)

- Manage vendor reports, identify and rectify discrepancies. - Conduct periodic vendor reviews to ensure compliance with agreements. - Assist in customer escalations by analyzing issues and suggesting improvement areas. - Develop training modules and SOPs for new hires. - Ensure timely closure of cases as per client protocol. - Onboard new clients and provide ongoing support until they are comfortable with the process. - Coordinate with clients to maintain relationships and ensure quality service delivery. - Review background verification forms for completeness and authenticity. - Process background verification checks according to client requirements. - Collaborate with clients to resolve cases and raise and validate invoices. - Provide re

Process Lead

Firstsource

Oct 2020 - Nov 2021 (1 year 2 months)

Delegating tasks and setting project deadlines • Overseeing day-to-day teams' operation and performance • Doing regular performance evaluation • Creating a healthy and motivating work environment and atmosphere • Performing quality controls and monitor production KPIs • Communicating with teams about their performance • Monitoring team performance and report on metrics • Discovering training needs and provide coaching • Listening to team members’ feedback and resolving any issues or conflicts • Planning and organizing team-building activities • Responding to escalated chats • Ensuring all team operations are carried on in an appropriate wa

Operations Manager

HealthAssure

Aug 2019 - Mar 2020 (8 months)

Responsible for managing and handling team of 50+ people for entire Operation’s vertical (Inbound, Outbound and Chat / Email Desk) • Operational management in co-ordination with senior’s colleagues • Providing inspired leadership for the organization. • Ensuring all operations are carried on in an appropriate way • Improving operational management systems, processes and best practices • Performing quality controls and monitor production KPIs • Recruiting, training and supervising staff • Finding ways to increase quality of customer service • Responsible for overall operational management for assigned location • Enforces policy and procedure of the company to assure compliance to best practices, • Travelling at Insurance branch offices for m

R

Process Lead

RBS BS PVT LTD

Feb 2014 - Aug 2018 (4 years 7 months)

- Lead team and chat process to address queries efficiently. - Monitor performance closely, set goals for team members. - Engage with UK stakeholders for process improvement and query resolution. - Collaborate with clients on weekly updates and action plans for improving CSAT, CLF, Quality, and AHT. - Identify and implement process improvements for efficiency gains and risk control. - Maintain performance scorecards for agents monthly. - Conduct weekly huddles and share updates. - Review Standard Operating Procedures (SOPs) periodically. - Foster a culture of continuous improvement and support team through change. - Conduct sports coaching sessions to motivate and clarify goals. - Generate and analyze daily, weekly, and monthly reports. - C

Associate

Tata Consultancy Services

Jul 2012 - Jan 2014 (1 year 7 months)

• Worked for US based retirement benefit client wherein used to process lump sum payout requests for teachers and medical professionals. • Specialization in Forfeiture department & Brokerage Services • Review the NIGO (Not In Good Order) requests of onshore and offshore to prevent financial error. • Mentoring new joiners and weekly assessment of the same • Floor walking and training sessions for team members

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