Prasanth Kunhi Valappil

Experienced and results-driven IT Manager with a proven track record in developing and executing successful Software Product Deliveries. I am seeking a challenging role where I can contribute my skills in strategic planning, team leadership, and creative problem-solving to achieve business objectives.

Customer Service Advisor - We Are Woven - Ipswich

(2025-10)

• Operational Support: Managing call schedules. Tracking call volume, service level agreements (SLAs), and efficiency metrics.
• Customer Service & Documentation: Updating customer records in CRM systems like ServiceNow, Hybris. Handling escalations, complaints, and follow-ups
• Compliance & Quality Assurance: Ensuring adherence to data protection laws (e.g., GDPR) and call handling policies. Conducting call audits to monitor service quality and compliance.

IT Delivery Manager - Allstate Northern Ireland - Northern Ireland

(2018-08 - 2025-02)

• Project & Task Management: Tracking Deliverables: Monitoring project progress, milestones, ensuring objectives are met on time.
• Budget & Finance Oversight: Cost Estimation: Tracking expenses, forecasting budgets, and ensuring efficient use of resources
• Team Coordination & Leadership: Resource Allocation: Assigning tasks, optimizing workloads, and managing team availability.
• Organizing team meetings and feedback sessions. Performance review

Ward Clerk Weekend - Ipswich Hospital NHS - Ipswich

(2022-01 - 2022-03)

• Patient & Records Management: Updating and maintaining patient records, including admissions and discharges. Coordinating appointments and scheduling procedures. Ensuring accuracy and confidentiality of patient information.
• Operational Support: Managing inventory of medical supplies and office materials. Organizing staff schedules and shift allocations. Provide inputs to roaster for rota system for shifts

Customer Service Advisor - Weekend - WNS Assistance Ltd - Ipswich

(2021-11 - 2022-01)

• Operational Support: Managing call schedules. Tracking call volume, service level agreements (SLAs), and efficiency metrics.
• Customer Service & Documentation: Updating customer records in CRM systems like ServiceNow. Handling escalations, complaints, and follow-ups
• Compliance & Quality Assurance: Ensuring adherence to data protection laws (e.g., GDPR) and call handling policies. Conducting call audits to monitor service quality and compliance.

Software QA Team Leader - Pramerica Systems Pvt Ltd - Ireland

(2004-07 - 2018-08)

• Leading the QA Team: Managing and mentoring QA engineers
• Developing Test Strategies: Creating and implementing test plans, automation frameworks, and quality assurance processes.
• Quality Metrics & Reporting: Monitoring key QA metrics such as defect density and test coverage to improve software quality.

Bsc - Physics - CALICUT UNIVERSITY (1989 - 1992) INDIA

Post Graduate - Computer Application - TECNICAL EDUCATION (1992 - 1995) INDIA