Pankaj K.

Operations Associate

New Delhi, Delhi, India16 yrs experience

Most Likely To SwitchHighly Stable

Key Highlights

15+ years of expertise in operations management.
Proven track record in enhancing customer satisfaction.
Skilled in multi-channel delivery management.

Stackforce AI infers this person is a seasoned Operations Manager in the Fintech and SaaS sectors.

Contact

Skills

Core Skills

Operations ManagementCustomer ExperienceCustomer Service

Other Skills

Customer RetentionLeadershipTeam LeadershipStakeholder ManagementStrategyCustomer EngagementSales OperationsBusiness Process ImprovementContact Center OperationsCommunicationService DeliveryContact CentersContact Center ManagementDaily ReportsStandard Operating Procedure (SOP)

About

A competent professional with 15+ years of Expertise in People Management/ Operations Management/Customer Experience/Continuous Improvement/Performance Management/Back Office/Tele-Sales/customer support/Collections. ✴️Multiple Domains managed i.e Fintech, Telecom, E-Commerce, BFSI & SAAS services ( Tele-Sales, Service delivery, Customer Service, Sales,Anti-Fraud,Operation Management, Client Services,vendor Management) ✴️Multi-channel delivery management ( E-mail, chat, Back office,voice and Non-Voice) ✴️Multi-Site Management for various LOB's My mission is to ensure standardization, compliance, and quality control across all processes, and to design policies that align with the overall strategy and vision of the company and its clients. I have proven expertise in managing teams of customer service and support representatives across multiple channels and geographies, delivering on multiple projects in the telecom, SaaS, e-commerce, and BFSI domains, and enhancing customer satisfaction and loyalty. I am passionate about boosting operational efficiencies, forecasting and budgeting, conducting staff performance reviews, and conducting training needs identification and assessment programs. I also contribute to the growth and development of the organization and its people by coaching, mentoring, and empowering them.

Experience

16 yrs

Total Experience

4 yrs

Average Tenure

5 yrs 11 mos

Current Experience

Toke services

3 roles

Deputy General Manager Operations

Promoted

Apr 2023 – Present · 3 yrs 1 mo

Design policies that align with overall strategy to ensure standard operating procedures are followed.
Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy
assessments.
Forecast volume trend basis historic data, WFM planning and volume alignment
Continuously monitor and evaluate operational performance, feeding back to key stakeholders for ongoing project growth
Boost operational efficiencies through forecasting and budget management
Effective participation in MBRs I QBRs, regular intelligent reporting and effective CSAT framework.
Provide support, guidance, leadership and motivation to promote maximum performance

Customer RetentionLeadershipOperations ManagementCustomer Experience

Senior Operation Manager- Global Support Shared Services

Mar 2021 – Apr 2023 · 2 yrs 1 mo

Ensure all processes have well documented and up-to-date Standard Operating Procedures or Work Instructions to maintain standardization, compliance, and quality control.
Ensuring efficient operations by maintaining speed and accuracy.
Ensuring adherence to documented processes, procedures and controls
Direct & ensure quality standards, process automation, regulatory/statutory requirements, best practices,
policies and procedures
Take ownership of customers issues and follow problems through to resolution
Develop service procedures, policies and standards.
Keep accurate records and document customer service actions and discussions
Summarize, collect and analyze call centre trends and data for regular performance reports.
Analyse statistics
and compile accurate report

Team LeadershipStakeholder ManagementOperations ManagementCustomer Service

Operations Manager- Global Support Shared Services

Jun 2020 – Mar 2021 · 9 mos

Ensure all processes have well documented and up-to-date Standard Operating Procedures or Work Instructions to maintain standardization, compliance, and quality control.
Design policies that align with overall strategy to ensure standard operating procedures are followed.
Conduct staff performance reviews, assess needs, cost/benefit analysis and other operational strategy assessments. Forecast volume trend basis historic data, WFM planning and volume alignment.
Continuously monitor and evaluate operational performance, feeding back to key stakeholders for ongoing project growth.
Boost operational efficiencies through forecasting and budget management
Effective participation in MBRs I QBRs, regular intelligent reporting and effective CSAT framework.
Provide support, guidance, leadership and motivation to promote maximum performance
Overseeing the resolution of IT incidents and problems within the area of responsibility, involves coordinating with technical teams, ensuring timely response and resolution, and minimizing the impact on business operations.
Ensuring efficient operations by maintaining speed and accuracy.
Ensuring adherence to documented processes, procedures and controls
Direct & ensure quality standards, process automation, regulatory/statutory requirements, best practices, policies and procedures
Take ownership of customers issues and follow problems through to resolution
Develop service procedures, policies and standards. Keep accurate records and document customer service actions and discussions
Summarize, collect and analyze call centre trends and data for regular performance reports. Analyse statistics and compile accurate report

StrategyCustomer RetentionOperations ManagementCustomer Experience

Pcf

Operations Manager

Jan 2020 – Jun 2020 · 5 mos · Gurgaon, India

Managing teams of CSA's and TL's
Contributes to team effort by accomplishing related results as needed.
Resolve Product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.
Managing and monitoring the performance of teams, maintaining shift statistics to ensure efficiency in process operations.
Determining training needs of employees, conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
Conduct Training Needs Identification (TNI) programs with the help of trainer and enable the team with the required training sessions
Monitors productivity of customer service representatives
Ensure compliance with internal policies and procedures.
Utilize superior communication skills to motivate staff and develop effective working relationship with peers, executives and clients.
Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score of the assigned project on a regular basis
Work with Service Delivery Leads/Functional Leads to optimize the assigned projects by recognizing, enhancing and sharing quality best practices.
Escalates any major issues with individual analysts or accounts to Operations manager, Vendor Managers and Process Managers.
Ensure that the documents for campaign optimization recommendations (using tracking and notes docs) are diligently maintained to ensure that clarity on the current and past state of campaign is available to all stakeholders at any given point in time (and recurrence of any negatively impactful changes is avoided).
Proactively communicates campaign progress and performance against budget and performance goals to relevant stakeholders on periodic basis using simple, clear and concise language.

StrategyCustomer RetentionOperations ManagementCustomer Service

Techie infovision

2 roles

Operations Manager

Promoted

Aug 2017 – Jan 2020 · 2 yrs 5 mos

Resolve Product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.
Managing and monitoring the performance of teams, maintaining shift statistics to ensure efficiency in process operations.
Determining training needs of employees, conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
Conduct Training Needs Identification (TNI) programs with the help of trainer and enable the team with the required training sessions
Monitors productivity of customer service representatives
Ensure compliance with internal policies and procedures.
Utilize superior communication skills to motivate staff and develop effective working relationship with peers, executives and clients.
Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score of the assigned project on a regular basis
Work with Service Delivery Leads/Functional Leads to optimize the assigned projects by recognizing, enhancing and sharing quality best practices.
Escalates any major issues with individual analysts or accounts to Operations manager, Vendor Managers and Process Managers.
Ensure that the documents for campaign optimization recommendations (using tracking and notes docs) are diligently maintained to ensure that clarity on the current and past state of campaign is available to all stakeholders at any given point in time (and recurrence of any negatively impactful changes is avoided).
Proactively communicates campaign progress and performance against budget and performance goals to relevant stakeholders on periodic basis using simple, clear and concise language.

StrategyCustomer RetentionOperations ManagementCustomer Service

Assistant Operations Manager

Jul 2014 – Aug 2017 · 3 yrs 1 mo

Managing teams of CSA's and TL's.
Contributes to team effort by accomplishing related results as needed.
Resolve Product or service problems by clarifying the customer complaint, determining the cause of the problem, selecting and explaining the best solution to solve the problem.
Managing and monitoring the performance of teams, maintaining shift statistics to ensure efficiency in process operations.
Determining training needs of employees, conducting suitable training programs to enhance their operational efficiency leading to increase productivity.
Conduct Training Needs Identification (TNI) programs with the help of trainer and enable the team with the required training sessions
Monitors productivity of customer service representatives
Ensure compliance with internal policies and procedures.
Utilize superior communication skills to motivate staff and develop effective working relationship with peers, executives and clients.
Track and report performance on organizational objectives and engagement objectives (Balanced Scorecard) & drive productivity score of the assigned project on a regular basis
Work with Service Delivery Leads/Functional Leads to optimize the assigned projects by recognizing, enhancing and sharing quality best practices.
Escalates any major issues with individual analysts or accounts to Operations manager, Vendor Managers and Process Managers.

StrategyCustomer RetentionOperations ManagementCustomer Service

Inorbit infocom

3 roles

Leadership Team

Promoted

Jun 2012 – Jun 2014 · 2 yrs

Ensuring Schedule adherence, checking shrinkage and controlling attrition
Worked on Escalation helpdesk to handle online queries to enhance customer experience.
Focused on quality of work for client by ensuring timely feedback and opportunities for the team.
Acted professionally and patiently when addressing negative customer feedback.
Developed highly empathetic client relationships and earned a reputation for exceeding service standard goal.
Conducting quality audits to ensure delivery of best possible output and to providecoaching and feedback to the agents.
Planning Targets, Monitoring numbers and achievement of overall targets on daily, weekly and monthly basis.

StrategyCustomer RetentionOperations ManagementCustomer Service

Senior Operations Associate

Jun 2011 – Jun 2012 · 1 yr

operational & Technical support for customers by Live Chat console & Voice(Blended Process).
Resolving queries of customers by phone.
Preparing daily record database.
Preparing customers report note.
Maintain Quality issues at the time of operational and Technical support.
Assist New team members

Customer RetentionCustomer EngagementCustomer Service

Operations Associate

Apr 2010 – Jun 2011 · 1 yr 2 mos

operational & Technical support for customers by Live Chat console & Voice(Blended Process).
Resolving queries of customers by phone.
Preparing daily record database.
Preparing customers report note.
Maintain Quality issues at the time of operational and Technical support.

Customer RetentionCustomer EngagementCustomer Service