Shubham Pande
Business Process Lead
Indore
Summary
Experienced team leader in customer support operations, team management, and business process leadership for global clients. Skilled in overseeing support team functions, ensuring SLA compliance, handling escalations, and improving customer support efficiency through data-driven strategies. Currently leading customer support initiatives for Microsoft's Global Sales Team at Tata Consultancy Services (TCS), a Fortune Global 500 company. Pursuing an Executive MBA from IIM Visakhapatnam to enhance leadership and strategic management abilities. Committed to delivering exceptional service and driving continuous improvement.
Overview
6
6
years of professional experience
Work History
Business Process Lead
Tata Consultancy Services
12.2021 - Current
- Lead a support team delivering high-quality operational services to Microsoft’s Global Sales Team, ensuring exceptional customer experience and alignment with client objectives.
- Mentor and coach a diverse team, fostering a culture of accountability, continuous learning, and high engagement.
- Manage critical business processes including incentive processing, reimbursements, and complex issue resolution within strict SLA parameters.
- Drive process improvements by streamlining workflows and automating tasks, reducing manual efforts by 30% and enhancing team efficiency.
- Act as a key escalation point, conducting root-cause analysis and implementing actionable solutions to prevent recurring issues.
- Develop and enforce standardized operating procedures (SOPs) to improve operational consistency, compliance, and first-contact resolution rates.
- Ensure strict adherence to data privacy regulations, compliance standards, and information security protocols while delivering customer support.
- Collaborate with audit teams to guarantee 100% compliance and maintain a high standard of audit readiness.
- Regularly recognized by TCS leadership for delivering exceptional client outcomes, operational excellence, and maintaining data security best practices.
Senior Transaction Analyst
Continuum Global Solutions
04.2019 - 03.2021
- Managed a customer support team handling high-volume virtual interactions across multiple products and services.
- Delivered consistent performance against key SLAs, including CSAT and AHT, through targeted coaching and performance monitoring.
- Mentored new team members, facilitated onboarding, and supported team-level issue resolution and stakeholder engagement.
- Implemented feedback mechanisms that led to a 20% improvement in service quality metrics.
Education
MBA - Ongoing
Indian Institute of Management (IIM) Visakhapatnam
Visakhapatnam, A.P 04.2001 -
Bachelor of Science - Agriculture
S.R.K University
Bhopal 05.2016 - 06.2021
Skills
- Team Leadership & People Management
- Performance Monitoring & Coaching
- Customer Support & SLA Management
- Escalation & Incident Handling
- Process Improvement & SOP Development
- Data Analysis & Dashboard Reporting
- Audit & Compliance Coordination
- Attention to Detail
- Microsoft Office Suite SharePoint
- Operational excellence
- Workflow optimization
- Team building and motivation
- Data-driven decision making
- Analytical skills
- Managerial Communication Skills
Disclaimer
I hereby declare that all the above information is true and best of my knowledge.
Timeline
Business Process Lead
Tata Consultancy Services
12.2021 - Current
Senior Transaction Analyst
Continuum Global Solutions
04.2019 - 03.2021
Bachelor of Science - Agriculture
S.R.K University
05.2016 - 06.2021
MBA - Ongoing
Indian Institute of Management (IIM) Visakhapatnam
04.2001 -
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