Pankaj Gupta

Experience

• 

  Sutherland

  Oct 2007 - Sept 2014

  Subject Matter Expert

   Accountable for Research & Analysis on unresolved issues, Installation and Configuration of Operating Systems, Software, Hardware etc Spearheading functions and leading a team .Accountable for maintaining the team AHT (Average Handle Time) and the RR (Resolution Rate) of the team. Accountable for taking escalation calls of team members, monitoring the agents and for improving the performance of the team. Assisting the entire floor for process support and escalation to issues to clients. Analyzing the data of each team and giving feedback to individuals/team to improve their performance Follow ups and reports to the Managers on the No of calls taken, outbound calls, team performance, replacements and individual performance of team members. Handle the responsibility as Dell Technical Trainer, Challenged to train new recruits on the process. Interacted with the process and change team to identify new area of improvement and ensure that it is incorporated on the service reference resources systems. Show less

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  Sitel Group

  Sept 2014 - Aug 2015

  Operations Team Lead

  Create an environment oriented to trust, open communication, creative thinking, and cohesive team effort Motivate and inspire team members Lead by setting a good example (role model) - behavior consistent with words Coach and help develop team members; help resolve dysfunctional behavior Intervene when necessary to aid the group in resolving issues Assure that the team members have the necessary education and training to effectively participate on the team Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management Recognize and celebrate team and team member accomplishments and exceptional performance Ensure deliverables are prepared to satisfy the project requirements, cost and schedule Show less

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  Sutherland

  Oct 2015 - Jan 2017

  Operations Team Manager

   Motivate and inspire team members Lead by setting a good example (role model) - behavior consistent with words Coach and help develop team members; help resolve dysfunctional behavior Intervene when necessary to aid the group in resolving issues Work very closely with team members to solve customer problems. Also needs to understand agent's problems and weaknesses and address these. Offers solutions and suggestions for process and product improvement to management Recognize and celebrate team and team member accomplishments and exceptional performanceEnsure deliverables are prepared to satisfy the project requirements, cost and schedule. Show less

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  Flatirons Solutions

  Jan 2017 - Dec 2023

  • Certified Scrum Master(CSM).• Ensures team maintain focus on quality and continuous delivery.• Facilitates Daily scrum, Backlog refinement, Sprint Planning, Sprint demo and retrospective meetings.• Ensures the correct use of scrum process is followed by entire team.• Coordinates with scrum team in agile methodology and also helps in tracking and removing impediments, if any.• Provides visibility into delivery targets, commitments and progress.• Ability to work effectively in cross functional team-based environment with a variety of internal and external stakeholders.• Maintains the backlog, aligning with our Leadership Team on priorities on a regular basis.• Enables team to clear obstacles and impediments, preventing distractions and interruptions.• Improve transparency and ensures communication excellence both internally and externally.• Actively manage risks, issues and decisions for the improvement of overall success of the project delivery. Show less

  • Project Manager

    Oct 2023 - Dec 2023

  • Project Manager

    Apr 2022 - Sept 2023

  • Scrum Master

    Jan 2021 - Mar 2022

  • Senior Support Specialist

    Jan 2017 - Mar 2021