Chirag Pandey

Operations Associate

Bengaluru, Karnataka, India13 yrs experience

Key Highlights

Expert in optimizing business portfolios with modern technology.
Proven track record in operations and customer experience.
Strong leadership in building and managing high-performing teams.

Stackforce AI infers this person is a seasoned operations leader in high-growth startups.

Contact

Skills

Other Skills

Operations ManagementCRMBusiness AnalysisMISPeople ManagementThought LeadershipEmployee EngagementLifelong LearningLean Six SigmaTeam ManagementBusiness Development

About

I love to deep dive into customer problems and solve them with modern technology. I create, scale and optimize business portfolios that matter. To achieve this, I focus on key deliverables, build amazing teams and quickly adapt to new changes. In my 10 years of working with India's top 4 most valuable startups across different segments, I have handled different roles and responsibilities in operations and customer experience domain.

Experience

13 yrs

Total Experience

2 yrs 4 mos

Average Tenure

1 yr

Current Experience

Barq

Director of Operations

Apr 2025 – Present · 1 yr

Peepalco

Associate Director of Operations

Apr 2023 – Apr 2025 · 2 yrs

Coinswitch kuber

Senior Operations Manager

Jul 2021 – Apr 2023 · 1 yr 9 mos · Bangalore Urban, Karnataka, India

Swiggy

2 roles

Operations Manager

Oct 2020 – Jul 2021 · 9 mos

Assistant Manager

Nov 2018 – Oct 2020 · 1 yr 11 mos

Ola (ani technologies pvt ltd)

Operations Team Lead

Nov 2015 – Nov 2018 · 3 yrs · Bengaluru Area, India

To manage the day–to-day planning, operation and problem-solving of a team of average 25 to meet with the required service level components, standards and targets.
Responsible for smooth and efficient day-to-operations within the team
People Management, including all HR related issues, as well as staff development. Operational Management: Managing the floor, adherence to schedule.
Monitoring, coaching and feedback, responsibility for delivery of the defined customer experience in every call.
Handling escalated calls, complaints, questions, and queries as necessary.
Training and development of staff.
Recommendations for product and process development based on feedback and analysis of the same.
Conducting performance appraisal for the team.
Compiling reports on team’s performance and customer feedback.
Worked very closely with team members to solve customer problems, understanding agent's problems and weaknesses and address these. Offering solutions and suggestions for process and product improvement to management.
Responsible for making decisions on training requirement for team members and adjusting targets to suit the needs of the business.
Preparing / Sign off on the KRA / deliverable of the team in order to meet the operational objectives of the team
Responsible for all HR-related issues affecting team members including conducting appraisals, confirmations, promotions and terminations.
Responsible for employee behavior, morale, absenteeism & attrition
Recruiting, Interviewing and Hiring as necessary. Managing staff shifts for day / night and week end coverage