Summary
Overview
Work History
Education
Skills
Timeline
Generic

Abhishek Pandey

Gurgaon

Summary

Highly skilled Operations Team Leader with substantial experience in managing teams, streamlining processes, and improving operational efficiency. Known for strong leadership abilities, effective communication skills, and innovative problem-solving approaches. Significant contributions made in previous roles include enhancing team productivity, reducing operational costs, and consistently maintaining high quality standards.

Overview

8
8
years of professional experience

Work History

Project Team Manager

NIIT LTD. (Fixed Term Contract)
Gurgaon
10.2024 - 03.2025
  • Supervised daily activities of the operations team members, providing guidance when necessary.
  • Monitored performance metrics on a regular basis and identified areas for improvement.
  • Investigated customer complaints concerning product quality or service delivery issues.
  • Analyzed data from multiple sources to make informed decisions regarding operational strategies.
  • Created, monitored and adjusted daily production schedules.
  • Reviewed employee performance evaluations and made recommendations for improvement.
  • Coordinated with cross-functional teams to ensure smooth workflow processes.
  • Resolved conflicts among team members in a professional manner.
  • Identified opportunities for process optimization through automation and technology implementations.

Operations Team Manager (Layoff)

Revolut Technologies India Pvt. Ltd.
Gurgaon
03.2024 - 09.2024
  • Managed team of 20+ employees, ensuring quality standards were met.
  • Developed plans for responding quickly to unexpected changes in demand or supply.
  • Monitored customer service performance metrics, such as call response times, resolution rates, and customer satisfaction ratings.
  • Analyzed feedback from customers to identify trends in order to improve the overall quality of services provided by the department.
  • Evaluated employee performance reviews based on specific criteria set forth by management.
  • Trained new customer service representatives on company policies and procedures.
  • Collaborated closely with upper management on projects involving new initiatives or improvements within the department.
  • Assessed team member performances by delivering one-on-one coaching to promote better service.
  • Interviewed, hired and trained staff to meet company objectives.
  • Reviewed reports on employee attendance, productivity and effectiveness to evaluate performance.

Career-Break

Family urgency
Ayodhya
04.2022 - 02.2024
  • Career break due to father's health issue, managed the family during this time, also supported the family business

Operations Team Leader

IGT Solutions Pvt. Ltd.
Gurgaon
12.2019 - 04.2022
  • Participated in regular meetings with senior leadership to provide updates on team progress.
  • Coordinated team activities and delegated tasks to ensure efficient completion of projects.
  • Maintained a positive work environment that promoted collaboration between team members.
  • Monitored daily workflow to ensure adherence to established policies and procedures.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
  • Implemented strategic plans to enhance team performance and productivity.
  • Offered training and support to keep team members motivated and working toward objectives.
  • Conducted regular performance evaluations, providing constructive feedback and personalized coaching.

Lead Associate (SME)

IGT Solutions Pvt. LTD
Gurgaon
11.2018 - 12.2019
  • Participated in cross-functional meetings with senior management teams from different departments in order develop strategies for improving overall efficiency of the organization's customer service operations.
  • Performed periodic quality assurance checks on customer support tickets in order to ensure accuracy of resolution.
  • Provided guidance and assistance to junior level staff members when needed.
  • Maintained up-to-date records of customer interactions and transactions including contact information, purchase history.
  • Interacted with customers via phone calls or online chats in order to address their inquiries efficiently.
  • Resolved complex customer issues by utilizing problem-solving techniques and product knowledge.
  • Initiated process improvements through automation solutions whenever possible.

Process Associate (contract)

Adecco India Pvt. Ltd.
Gurgaon
09.2017 - 10.2018
  • Identified opportunities for upselling additional products or services based on customer needs.
  • Provided accurate information about products and services to customers.
  • Developed positive relationships with customers through friendly interactions.
  • Tracked orders from start to finish to ensure timely delivery of goods or services.
  • Maintained detailed records of customer interactions, transactions and comments for future reference.
  • Resolved complex problems by working with other departments to provide solutions that meet customer needs.
  • Asked probing questions to determine service needs and accurately input information into electronic systems.
  • Liaised between customers and retail buyers to expedite orders and meet customer demands.

Education

Bachelor of Arts - Sociology, English

Dr. Ram Manohar Lohia Avadh University
Ayodhya, UP
06-2019

Intermediate Certificate - Mathematical Sciences

SMT. P. D. I. College
Ramnagar, Varanasi, UP
05-2016

High School Diploma -

SMT. P.D.I. College
Ramnagar, Varanasi, UP
05-2014

Skills

  • Process optimization
  • Performance monitoring
  • Conflict resolution
  • Employee training
  • Quality assurance
  • Cross-functional collaboration
  • Strategic planning
  • Coaching and feedback
  • Staff supervision
  • Root-cause analysis
  • Workflow optimization
  • Team management
  • Data analysis

Timeline

Project Team Manager

NIIT LTD. (Fixed Term Contract)
10.2024 - 03.2025

Operations Team Manager (Layoff)

Revolut Technologies India Pvt. Ltd.
03.2024 - 09.2024

Career-Break

Family urgency
04.2022 - 02.2024

Operations Team Leader

IGT Solutions Pvt. Ltd.
12.2019 - 04.2022

Lead Associate (SME)

IGT Solutions Pvt. LTD
11.2018 - 12.2019

Process Associate (contract)

Adecco India Pvt. Ltd.
09.2017 - 10.2018

Bachelor of Arts - Sociology, English

Dr. Ram Manohar Lohia Avadh University

Intermediate Certificate - Mathematical Sciences

SMT. P. D. I. College

High School Diploma -

SMT. P.D.I. College

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Abhishek Pandey