Pankaj Mishra

Experience

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  Ameyo

  Mar 2012 - Oct 2016

  Engineering Consultant

  - Got the opportunity to work in a versatile environment in different roles such as Testing Engineer, Product Engineer 1& 2, ProMon , Project Delivery, Onsite RE, Project Consultant, etc.- Delivered 50+ projects across different companies OLA, HDFC, Jordan Ali Bank, Myntra

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  Myntra

  Oct 2016 - Apr 2021

  Assistant Manager

  - Managing in-house products for Myntra customer care process with an aim to improve key business metrics like NPS, CES (Customer Efforts Score), and ITO (Interaction To Order).- Introduced Predictive Inbound IVR for Myntra customers to predict call reasons and provide relevant self-serve options, it improves CES by 2% and ORG NPS by 1%- Introduced Call Me Back, a new voice channel for Myntra customers, it resulted in 60 secs lower AHT (as more context was available with agents) with an overall process improvement of 12%.- Successfully managed 9 versions of EORS Sale for Myntra with a 5X increase in customer footfall on our platforms.Highlights:• Received Annual “AIM HIGH” Award for replacing Oracle Right Now CRM with in-house CRM and improving AHT by 90 secs. Show less

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  Flipkart

  May 2021 - now

  Manager

  - Managing Flipkart & group entities customer engagement platforms management, and roadmap deliveries while working closely with engineering, OPS, Biz, and customer success teams to deliver product features and prioritize backlogs.• Improved Self serve in IVR by 3 % by extending coverage for Refund and Return cases in inbound IVR.• Introduced ACW (After Call Work) RPA for Flipkart's different LOBs, process efficiency improved by 17% at a 15% lower cost.• Experimented with Voice BOTs in the Flipkart Customer Care process with an aim to automate 1 Lac calls in a day thereby improving 20% inbound call-taking capacity.• Working on an end-to-end C-SAT feedback application for Myntra Customers to reduce the % of customers dropping IVR withoutself serve. Show less