Pankaj Pal

Experience

• 

  Tech Mahindra Business Services

  Jul 2009 - Jan 2020

  - Led a team of 4 Quality Coaches overseeing 100+ FTE advisors, ensuring consistent achievementof KPIs, high-quality standards, and exceptional customer satisfaction..- Produced comprehensive reports including quality assessments, Net Promoter Score (NPS) data,and more for our UK-based partner.- Collaborated closely with operations to devise monthly action plans for KPI improvement. Regularlypublished weekly RAG (Red-Amber-Green) status reports, pinpointing performance outliers..- Successfully drove NPS initiatives, aligning results with client expectations (Three UK) byimplementing targeted improvements.- Conducted RCA for client NPS outcomes, identifying reasons for both achieving and not achievingNPS targets, enabling data-driven decision-making.- Implemented strategic performance management to ensure TQ and BQ objectives were consistentlyachieved. Show less - Proficiently managed various processes, including Sales, Retention, Collections, Fraud Ops, CreditReferral, and Chat.- Collaborated closely with operations to drive commercial targets while prioritizing customerexperience, resulting in consistently high Net Promoter Scores (NPS).- Identified key performance indicators, delivered feedback and coaching to team members, fosteringskill development and enhanced productivity.- Utilized historical data analysis to forecast trends and formulate ongoing strategies to boost salesand operational efficiency.- Conducted training needs analysis and delivered comprehensive overview training during the On the-Job Training (OJT) phase, ensuring team members were well-equipped. Show less

  • Quality leader

    Apr 2019 - Jan 2020

  • Quality Coach

    Apr 2016 - Mar 2019

  • Customer Service Representative

    Jul 2009 - Mar 2016
• 

  LEAD School

  Jan 2020 - Jun 2023

  - Reported directly to the Head of Customer Experience, spearheading the development and execution of customer experience strategies aligned with the founders' vision.- Led onboarding project for new school partners, optimizing their journey by identifying and addressing obstacles. This initiative significantly reduced dropout rates, leading to increased revenue. - Oversaw the governance and operations of the outsourced contact center & inhouse teams ensuring smooth functionality.- Led initiatives to address escalations and complaints more effectively.- Dedicated efforts to boost Customer Satisfaction (C-SAT) scores across all support channels.- Proactively drove operational efficiency through automation initiatives.- Established processes for accurate and real-time transmission of updates from the head office to the contact center. Show less - Responsible for the performance of the entire outsourced customer support team. Ensuring that vendor delivers as per expectations. - Hiring & Training the customer support executive -Ensured the consistent delivery of exceptional customer experiences across a spectrum of support channels, including email, contact center, chat, WhatsApp, CRM, and BOT.- Collaborated extensively with various stakeholders to identify and eliminate process bottlenecks, ensuring a friction-free operation.- Provided invaluable insights to the leadership team by analyzing reports from diverse audits, such as calls, chat interactions, complaint assessments, BOT transactions, and C-SAT data, highlighting what's effective and what needs improvement. Show less

  • Operations Excellence Manager - Customer Support

    Jan 2021 - Jun 2023

  • Operations Manager - Customer Support

    Jan 2020 - Dec 2020
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  Viacom18 Media Private Limited

  Jul 2023 - Sept 2024

  Assistant Manager - Customer Response Management, Digital Ventures (JioCinema)

  - Steered the helm of customer support under the guidance of the Director, delivering top-tier experiences across diverse channels (Email, Chat & Voice).- Responsible for the smooth functioning of the entire customer support team by ensuring that best customer experience is delivered to Jio Cinema users.- Collaborated intimately with Sprinklr, our CRM partner, to sculpt a state-of-the-art CRM tailored exclusively for our stellar customer support team. - Prepared Standard Operating Procedures (SOPs) to harmonize and streamline customer support operations.- Using historical data to provide valuable insights to product, engineering, and other unit. Prepared weekly and monthly reports spotlighting the support team's impact.- Conducted harmonious collaborations with multifarious stakeholders, including the content and engineering teams, to obliterate operational hiccups.- Created a chatbot presence on our app and website, enabling seamless omnichannel support.- Ensured that intricate product and pricing updates reached the contact center, guaranteeing customers received accurate information.- Identifying issues at the very initial stage so that they can be fixed and the impact is minimal Show less

• 

  Pepperfry

  Sept 2024 - now

  Assistant Manager - Customer Support

  - Managed entire operations of the customer support of 60 executives across three teams: First Linealong with Case Management, Studio Support, and Escalations.- Ensured timely and accurate resolution of tickets within SLA standards.- Identifying and implementing process improvements to enhance customer experience andoperational efficiency.- Delivered monthly and weekly reports to the leadership team, providing insights on teamperformance and key metrics.- Identified trends contributing to refund increases and provided detailed analysis on high-refundSKUs to leadership.- Ensured timely resolution of escalated cases, maintaining high customer satisfaction.- Monitored social media feedback and maintained app ratings (Play Store & App Store) above 4stars, ensuring positive customer interactions.- Evaluated and implemented automation strategies (e.g., BOTs, FAQs) to shift customer queries toself-help channels, enhancing operational efficiency. Show less