AJAY PAL

Core Responsibilities

• Led end-to-end operations, managing teams across quality, process, and client coordination
• Administered Ozonetel (dialer) and Freshservice (ticketing), ensuring smooth system performance
• Acted as SPOC for client process management, consistently meeting KPIs and SLAs
• Analyzed customer feedback and operational data to drive continuous improvements

Key Projects:-

1. ACD Migration & Cost Optimization (Exotel → Ozonetel)

• Led ACD platform migration to improve scalability and system reliability
• Resolved cost and network challenges by transitioning to a fixed pricing model
• Configured call routing (skill-based, IVR, agent-based) to enhance efficiency
• Enabled real-time monitoring and live call intervention

✅ Result: Reduced telephony costs by 30%

2. Field Service Automation & Real-Time Tracking (ERT App)

• Automated ticket allocation, eliminating manual processes and reducing errors
• Implemented real-time technician tracking and route visibility
• Improved service coordination through automated alerts and live updates
• Enhanced productivity using GPS tracking and travel insights

✅ Result: Reduced ticket allocation time by 40%

Key Responsibilities:

• Managed customer satisfaction surveys and service escalations.
• Coordinated team schedules, ensuring optimal staffing levels were maintained at all times.
• Trained new hires and monitored performance metrics.
• Managed daily operations, ensuring smooth workflow and timely completion of tasks.
• Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance.

Key Responsibilities:

• Oversee and confirm customer orders placed through the company portal.
• Coordinate order booking by selecting appropriate courier services.
• Liaise with the manufacturing unit to ensure timely preparation and dispatch of orders.
• Communicate with customers post-dispatch, providing updates and delivery expectations.
• Maintain coordination between courier services and customers to ensure smooth delivery.
• Verify successful delivery and follow up with customers to confirm satisfaction.
• Manage return requests and arrange pickups in case of customer dissatisfaction.
• Ensure closure of operations only after customer confirmation of product satisfaction.

Key Responsibilities:

• Conducted outbound calls to clients to provide detailed information on Edelweiss Tokio Life Insurance plans.
• Assessed customer needs and recommended suitable insurance products.
• Coordinated with Relationship Managers to schedule meetings, share feedback, and facilitate policy enrollment.
• Maintained accurate records of client interactions, and ensured timely follow-ups for excellent customer service.