Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic

PRAKASH RAO

CUSTOMER SERVICE INBOUND AND OUTBOUND & TECHNICAL SUPPORT
IPOH, PERAK

Summary

Multi-talented Production Superintendent experienced in diverse industrial environments. Profit-motivated collaborator with ingenuity in troubleshooting complex productivity obstacles. Creative leader with motivational supervisory methods.

Smoothly direct employees carrying out Production operations to achieve demanding production goals, schedules and budget targets. Driven leader with excellent analytical, decision-making and project management abilities. Maintain employee focus and achieve quality targets with hands-on supervision.

Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy.

Overview

19
19
years of professional experience
5
5
Languages

Work History

PRODUCTION SUPERINTENDENT (ASSEMBLY EOL)

CARSEM (M) SB
06.2021 - Current
  • Led process improvement projects resulting in streamlined workflows, reduced cycle times, and improved equipment utilization rates.
  • Ensured compliance with industry regulations by maintaining up-to-date knowledge of relevant legislation and incorporating necessary practices into daily operations.
  • Conducted root cause analysis on production issues and implemented corrective actions, minimizing recurrence of errors or defects.
  • Established performance metrics to monitor progress towards goals, enabling data-driven decision-making within the department.
  • Assist Supervisors on handling operators, arranging manpower to run machines, OT arrangements, discipline matters and etc.
  • Led the development and implementation of corporate training program, enhancing workforce skills and knowledge
  • Conducting on floor training on new packages and upgrade of current lots or its process.
  • Daily meeting with OM, GM, Customer on shipment, Motherlot and target completion
  • Optimized inventory management systems to reduce excess stock levels while maintaining adequate supplies for uninterrupted production activities.
  • Improved product quality with stringent quality control measures, detailed inspections, and employee training.
  • Reduced equipment downtime by conducting regular preventive maintenance and addressing potential issues promptly.
  • Facilitated collaboration between engineering and manufacturing teams for effective problem-solving and technical issue resolution.
  • Coordinated cross-functional teams for successful new product launches and transitions into mass production.
  • Developed comprehensive safety protocols, resulting in a significant decrease in workplace accidents and injuries.
  • Mentored junior team members to develop their skills, enhancing overall workforce competency and effectiveness.
  • Planned and organized production schedules and assessed project and resource requirements.
  • Created and implemented systems to improve performance, boost profits and increase productivity.
  • Oversaw workforce of 32 employees in manufacturing department.
  • Resolved issues quickly to maintain productivity goals.

SR. SYSTEM ADMINISTRATOR (FINAL TEST)

CARSEM (M) SB
01.2015 - 06.2021
  • Enhanced network performance by optimizing system configurations and implementing regular updates.
  • Improved end-user satisfaction by providing responsive technical support and addressing concerns efficiently.
  • Designed scalable infrastructure to support organizational growth while minimizing costs and maintaining performance standards.
  • Coordinated system migrations with minimal disruption to business operations through careful planning and execution.
  • Implemented robust data backup solutions, ensuring business continuity in the event of data loss or system failure.
  • Established reliable disaster recovery plans to ensure rapid restoration of critical services in emergency situations.
  • Developed comprehensive documentation for IT systems and procedures, enabling efficient knowledge transfer among team members.
  • Safeguarded company data by establishing rigorous security protocols and conducting regular audits.
  • Managed vendor relationships for procurement of hardware and software, negotiating favorable terms and cost savings.
  • Standardized server configurations for streamlined management across multiple locations.
  • Implemented continuous improvement initiatives that led to more efficient workflow processes within the IT department.
  • Reduced downtime with proactive system monitoring and timely issue resolution.
  • Mentored junior administrators, fostering professional growth and strengthening team dynamics.
  • Completed reports detailing network and systems performance and downtime issues.
  • Configured, tested and maintained Production Handler and tester PC's, drivers, device testing program applications and network equipment to achieve maximum performance.

SR EXECUTIVE SUPPORT 2nd LEVEL

SCICOM (MSC) BERHAD
03.2011 - 12.2014
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Configure wireless connection and setup new wireless network, MIO TV, supported and unsupported modems and routers by SINGTEL BROADBAND
  • Assign onsite technician for new installation and any faulty to fix.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Conducted training sessions for Customer Service Representatives on various aspects of the job including soft skills development, product knowledge enhancement, and procedural updates.
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Conducted regular quality assurance checks on interactions with customers to ensure agents were meeting established guidelines and standards for service excellence.
  • Streamlined call center processes for improved efficiency and reduced wait times.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Promptly responded to inquiries and requests from prospective customers.

TECHNICAL CUSTOMER SUPPORT EXECUTIVE

JMC IT CORPORATION (APJ) PTE LTD
05.2008 - 02.2011
  • Contributed towards improving overall customer feedback scores by consistently delivering high-quality service experiences.
  • o Support and Monitoring the Windows 2003 Servers of HP customers such as AGILENT, AVAGO and KONE customers with VIP and SVIP user for resolve the blackberry intricacy.
  • Supporting and troubleshooting blackberry issues, such as wireless synchronization of blackberry enterprise server, email synchronization, assist user in blackberry setup, setup blackberry enterprise server profile and coordinate user email account migration.
  • Provided remote software services to correct reported issue.
  • Reduced repeat incidents by thoroughly documenting resolutions within internal knowledge bases.
  • Streamlined support processes for improved efficiency and reduced response times.
  • Developed knowledge base articles to aid in the resolution of common issues, reducing ticket volume.
  • Presented technical concepts clearly and concisely both verbally and in written form for diverse audiences.
  • Achieved high levels of client retention through proactive communication strategies.
  • Enhanced customer satisfaction by addressing and resolving technical issues promptly.
  • Managed high-volume support tickets effectively, prioritizing urgent cases and delegating to team members when necessary.
  • Coordinated priority of support work based on client and business needs.
  • Translated technical terminology for clients to communicate through ticket system.

TECHNICAL SUPPORT LEVEL 2

VADS BERHAD
12.2004 - 04.2008
  • Handle 2nd level inbound call on supporting STREAMYX customer
  • Configure modem, router, browsing issues and Internet connections.
  • Providing training for new joiners on call handling and on technical support communication.
  • Provided tailored guidance for users with varying levels of technical proficiency, ensuring all customers received appropriate support.
  • Enhanced customer satisfaction by effectively resolving technical issues through phone, email, and chat support.
  • Assisted in evaluating new support tools and processes by providing feedback on their effectiveness and ease of use.
  • Supported diverse clientele by offering bilingual technical assistance when needed, improving overall customer satisfaction.
  • Managed high levels of call flow and responded to technical support needs.
  • Ensured that all critical issues were documented and escalated appropriately, leading to a more efficient resolution process.
  • Assigning onsite technician for any faulty parts replacement such as splitters, RJ11 cables and etc.
  • Created user accounts and assigned permissions.
  • Configured and tested new software and hardware.
  • Responded to customer inquiries and provided technical assistance over phone and in person.

Education

High School Diploma -

NIIT COLLEGE
TELUK INTAN
04.2001 -

Skills

  • Employee Training
  • Data monitoring
  • Customer Support
  • Technical Support
  • Production Scheduling
  • ISO Standards
  • Manufacturing activities planning
  • Production Planning
  • Production team motivation
  • Production Optimization
  • Staff Scheduling
  • Production Line Management
  • Safety Management
  • Strong leadership abilities
  • Manufacturing
  • Operations Management
  • Technical specifications
  • KPI Tracking
  • Cost Control
  • Production Oversight
  • Equipment monitoring
  • Strategic Planning
  • Quality Inspection
  • Manufacturing management
  • Health and safety
  • Manufacturing operations
  • Inventory management specialist
  • Raw Materials Handling
  • Assembly and production
  • Staff Supervising & Shift Scheduling
  • Production Coordination

Accomplishments

  • Used Microsoft Excel to develop inventory tracking spreadsheets.
  • Supervised team of 32 operators and 3 shift supervisors.
  • Resolved product issue through consumer testing.
  • Documented and resolved 8D issues, close monitoring for quality improvement which led to zero defects.
  • Proficiently supervised production lines, oversaw materials inspection, scheduled production and conducted weekly physical inventories.

Timeline

PRODUCTION SUPERINTENDENT (ASSEMBLY EOL)

CARSEM (M) SB
06.2021 - Current

SR. SYSTEM ADMINISTRATOR (FINAL TEST)

CARSEM (M) SB
01.2015 - 06.2021

SR EXECUTIVE SUPPORT 2nd LEVEL

SCICOM (MSC) BERHAD
03.2011 - 12.2014

TECHNICAL CUSTOMER SUPPORT EXECUTIVE

JMC IT CORPORATION (APJ) PTE LTD
05.2008 - 02.2011

TECHNICAL SUPPORT LEVEL 2

VADS BERHAD
12.2004 - 04.2008

High School Diploma -

NIIT COLLEGE
04.2001 -

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PRAKASH RAO CUSTOMER SERVICE INBOUND AND OUTBOUND & TECHNICAL SUPPORT