Vikas Pandey

Operations Associate

Delhi, India10 yrs 11 mos experience

Key Highlights

Proven track record in optimizing customer success metrics.
Expertise in leading large-scale operational strategies.
Strong background in technical support and process improvement.

Stackforce AI infers this person is a Customer Success and Operations Management expert in the SaaS and Logistics industries.

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Skills

Core Skills

Customer Success ManagementData AnalysisOperations ManagementCustomer Experience ManagementTechnical Support LeadershipCustomer Satisfaction Management

Other Skills

Analytical SkillsAutomationBusiness DevelopmentBusiness StrategyBusiness-to-Business (B2B)Change ManagementCross-Functional CollaborationCustomer ExperienceCustomer Relationship Management (CRM)Customer ServiceCustomer Service ManagementCustomer Service OperationsExperience Strategy ExecutionFleet ManagementIT Integration

About

A visionary & competent leader with strong customer service, operation, and Collection background and entrepreneurial mind-set from leading E-commerce, Internet, Market Place Start-ups, Strategic Alliances, Digital Marketing, Brand Alliances, and large-scale projects in highly competitive markets. High proficiency in leading engagements and managing the operational responsibility for Marketing, Customer Satisfaction (CRM),After Sales Service, Quality Management, Procurement, Asset Management, Budgeting, Accounting and Controlling while contributing fully to strategy and key decisions and acting as a strong support to the leadership team. Commercial acumen+ (Marketing, Sales, Online, Retail, Call center) - Proven online/Collection/Email Chat, Escalation handling - Leadership, change management, team building, Strategy, Execution - Negotiation skills - Customer experience NPS - Campaign management, project management. Career span covers diversified work role from Operations, hospitality, Customer Service, Collection Process Improvement, Business Development, Training and Quality Assurance. Key Skills & Functional Expertise include: Strategy Leadership, Tele Sales, Digitization and Digital Transformation, Business Leadership – Revenue /P&L delivery; People Leadership, go to market & Customer Experience/Excellence.

Experience

Shipsy

Software Support Engineer

Mar 2024 – Present · 2 yrs · Gurugram, Haryana, India · On-site

Battery smart

Manager - customer success

Sep 2022 – Jun 2024 · 1 yr 9 mos

Optimized reporting efficiency by integrating live visibility tools such as Meta base, G-sheet Dashboard, and G-studio; decreased monthly reporting time by 50 hours, enabling faster decision-making and improving overall productivity.
Implemented onboarding and training programs to ensure customers maximize the value of the product/service
Managed calls farecasting and manpower alignment .
Implemented Event based alert for critical events through WhatsApp and messaging .
Streamlined reporting processes by implementing real-time visibility through Meta base, G-sheet Dashboard, and G-studio, resulting in a 40% reduction in time spent on manual data analysis and reporting.
Successfully optimized support KPIs, including Time to Resolution (TTR), First-Day Resolution Rate, SLA,
Compliance, and CSAT & NPS scores, surpassing performance targets

Reporting Efficiency OptimizationOnboarding and Training ProgramsSupport KPI OptimizationReal-time Visibility ImplementationCustomer Success ManagementData Analysis

Oyo

Team Lead Manager

Oct 2019 – Sep 2022 · 2 yrs 11 mos · Gurugram · On-site

Responsible for support, Operation and Revenue Growth of 990 properties in Delhi cluster .
Building and executing cohesive cross-function robust Experience Strategy for complete Life cycle and translating into well-defined operational metrics -leading to partner delight as a catalyst to sales, profit, and market share growth.
Funnel optimization - Hassle-free onboarding experience and maximize conversions.
Solving complex issues using structured analysis and solution strategy and drive solutions through people efficiency, process re-engineering, and Tech automation/ innovation.
Reduced Check-in Denied number from 4% to 0.98% for the Hub.
Service - Timely reconciliation, ensuring service TAT across the channels and Offering best fit value proposition
Retention, Revenue and Viability.
Interaction with top management/decision-making authorities of Existing/ New Business clients to ensure retention & growth of customer base or to increase market share by offering the entire range of Our Customer Life cycle Management and Digital Enabled products.

Experience Strategy ExecutionRevenue Growth ManagementCross-Functional CollaborationProcess Re-engineeringOperations ManagementCustomer Experience Management

Rivigo

Technical Support Lead

Feb 2016 – Jan 2019 · 2 yrs 11 mos · Gurgram · On-site

Collaborated closely with cross-functional teams to troubleshoot complex product issues, conducting in depth analysis and investigations to identify and resolve security breaches and anomalies
Developed and fine-tuned efficient team rosters, ensuring optimal coverage and resource allocation to
handle technical challenges effectively
Provided top-notch technical support to customers, resolving a wide range of technical issues
independently and efficiently.
Managed and prioritized escalation cases, ensuring timely resolution and maintaining customer
satisfaction.
Formulating the standard operating procedures for Order Management.
Manage and drive staffing plans, cost analysis, schedules, quality initiatives, process change initiatives.
Evaluation and managing the resources and processes required for the successful completion of projects.
Maintained comprehensive and accurate records of support interactions and solutions using Salesforce
ticket tracking system

Technical Support ManagementCross-Functional CollaborationStandard Operating Procedures DevelopmentTechnical Support LeadershipCustomer Satisfaction Management