Summary
Overview
Work History
Education
Skills
Websites
Certification
Tools Worked On
Hometown
Personal Information
Accomplishments
Timeline
Generic

Deepanshu Pandey

Operation Analyst
Mohali

Summary

Experienced and skilled Operation Expert with 5 years of with a superior work experience and client satisfaction record. Adept multitasked with ability to bring a high number of simultaneous projects to completion with accuracy and professionalism. Ensured that appropriate and up to date controls, processes, documentation, and procedures are in placed followed. Accomplished projects ranging from 20 Lac to 11. Interacted with domestic and international clientele to support and facilitate business needs.

Overview

6
6
years of professional experience
3
3
Certifications
2
2
Languages

Work History

PMO Operation Analyst

Blue bash Consulting Private Ltd
5 2023 - Current
  • Manage team of 15 individuals across various departments including Fraud Analysts, Campaign Managers, Project Coordinators, QA, and Developers.
  • Monitor daily operation schedules for accuracy across all departments to ensure that daily operational goals are met.
  • Establish and enable Key Performance Indicators (KPIs) to ensure smooth processes for all departments involved in defined projects.
  • Track key performance indicators (KPIs) for operations, including quality, service, and support, through daily, weekly, and monthly checklists.
  • Prepare and create Monthly Management Information System (MIS), Quarterly reports, weekly decks, and publish them to customer.
  • Ensure that all change requests from clients are adhered to and implemented into operational processes.
  • Implement standardized processes across all departments and ensure compliance from all team members.
  • Drive efficiency and effectiveness in every process, ensuring adherence to Service Level Agreement (SLA) KPIs.
  • Manage complete operations of organization, overseeing all aspects of operational activities.
  • Implement organizational policies and ensure adherence across board.
  • Manage Zoho applications such as Zoho People, Payroll, and Connect for efficient organizational management.

Operations Lead

TPM Guru Pvt Ltd.
04.2021 - 01.2023
  • Worked also a Project Manager in TPM Guru Pvt Ltd
  • Managing team of 9 people
  • Working on multiple Time & material projects at time and ensure that each project must complete within timeline (Agreed SLA)
  • Working with multiple partners across the globe
  • Working with TPM Guru technical team to deliver the project within the timeline
  • Developing and sustaining long-standing relationships with company-approved vendors
  • Meeting with suitable vendors to assess their products, inquire about their services, negotiate pricing, and communicate any product or service-related concerns
  • Conducting research on available vendors to determine which vendors offer the best pricing and product quality
  • Continually monitoring sales trends to determine which products are more popular than others
  • Implementing vendor selection programs to ensure that the best vendors are secured
  • Conducting interviews with new vendors and informing approved vendors of their responsibilities and obligations
  • Establishing standards by which to assess the performance of approved vendors
  • Evaluating current vendor management programs and identifying ways to improve them
  • Also, handle the team of operation to ensure that each request is logged, responded & resolved within the agreed SLA for AMC services.

Shift Lead (Customer Response Center)

TERiX Computer Service
09.2018 - 04.2021
  • Creating a stimulating team environment with an open communication culture
  • Overseeing day-to-day operation of the team
  • Handling a team of 12 members
  • People management – Hiring, Leave Management, Roster /Scheduling, Performance Management
  • Coordinates Knowledge Manager and Escalation/Incident Manager and makes sure they are aligned
  • Supporting Delivery Manager with resource demand and capacity for a delivery center and activities to meet the demand and deliver required capacity (supports role of WFM – Workforce Management) Ensuring process changes are implemented
  • Implementing performance reporting for all the SLAs and KPIs and ensures adherence to the SLAs
  • Reviews and follows-up on ticket for quality audit
  • Performing reviews ongoing of tickets and conducts pending ticket analysis with the manager's & Shift Leads
  • Supervising performance of the team and being responsible for their qualification Cross-trained existing employees to maximize team agility and performance
  • Attending Group Team Leads meeting, and the SD weekly/monthly call
  • Delivered feedback to decision-makers regarding employee performance and training needs
  • Coordinating with customers either by telephone & electronically to address and rectify technical issues
  • Responding promptly to customer inquiries & issues
  • Handling and resolving customer complaints
  • Escalate to higher management whenever required
  • Following company guidelines for SLA (Service Level Agreement) for responding to customer calls
  • Coordinating parts and engineer schedules to ensure that SLA is met
  • Following up with customer regarding outstanding issues
  • Tracking inbound and outbound call metrics as required to collect customer service delivery metrics necessary for effective capacity planning
  • Working in Time and Material (One Time Request) department
  • Working on multiple Time & material projects at a time and ensure that every project must complete within the timeline
  • Working with multiple partners across the globe
  • Working with TERiX technical team to deliver the project within the timeline.

Education

Bachelor of Engineering - Mechanical Engineering

Rajiv Gandhi Proudyogiki Vishwavidyalaya
Bhopal, Madhya Pradesh
08.2010 - 2014.05

XII - undefined

M. G. M. Higher Secondary School, Jabalpur (ICSE Board)
04.2007 - 2008.05

XII - undefined

M. G. M. Higher Secondary School, Jabalpur (ISC Board)
04.2009 - 2010.05

Skills

undefined

Certification

Integrity in supplier relationships, IBM certification

Tools Worked On

  • Jira
  • Ticket Master
  • Airtable
  • Konnective CRM
  • Swiss CRM
  • Zoho CRM
  • Zoho People
  • Zoho Workplace
  • Zoho Payroll
  • Zoho Connect
  • Teams
  • MS 365
  • G-Mail
  • Hangout
  • Slack
  • Fuse
  • 8

Hometown

Jabalpur

Personal Information

  • Father's Name: Dileep Kumar Pandey
  • Mother's Name: Kiran Pandey
  • Date of Birth: 06/21/92
  • Gender: Male
  • Nationality: INDIAN
  • Marital Status: Single

Accomplishments

    As a PMO Operations Analyst, I have achieved significant success by seamlessly integrating and configuring Zoho applications. By implementing automated workflows within these applications, I've streamlined processes, enabling management to access comprehensive dashboards with just a single click. These dashboards provide real-time data, facilitating swift and insightful analysis.

    Furthermore, in my role as an Operation Lead and Project Manager within the IT Breakfix Industry, I've effectively spearheaded the delivery of multiple projects valued between 20 Lakhs to 1 CR.

Timeline

Operations Lead

TPM Guru Pvt Ltd.
04.2021 - 01.2023

Shift Lead (Customer Response Center)

TERiX Computer Service
09.2018 - 04.2021

Bachelor of Engineering - Mechanical Engineering

Rajiv Gandhi Proudyogiki Vishwavidyalaya
08.2010 - 2014.05

XII - undefined

M. G. M. Higher Secondary School, Jabalpur (ISC Board)
04.2009 - 2010.05

XII - undefined

M. G. M. Higher Secondary School, Jabalpur (ICSE Board)
04.2007 - 2008.05

PMO Operation Analyst

Blue bash Consulting Private Ltd
5 2023 - Current

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