DHARVENDRA PAL

• Leading and managing the MIS team, ensuring timely and accurate reporting across multiple business processes.
• Handling payroll management and ensuring smooth payroll closure for the center.
• Acting as the Center MIS Lead for six key processes — TVS Credit, Unacademy, L&T Finance, Mopkket, HDFC General Insurance, and others.
• Preparing detailed insurance data reports and maintaining process-wise operational performance dashboards.
• Developing and analyzing key business metrics such as shrinkage, attrition, and operational performance reports.
• Preparing and maintaining the BPO P&L (Profit & Loss) statements for management review.
• Coordinating with operations, HR, and finance departments to support data-driven decision-making and business efficiency.

Team Management:
Supervising a team of 3 MIS Executives responsible for report automation, data validation, and real-time performance tracking.

• As MIS Executive I am responsible for all the reports, templates & dashboard's these should be completed within time, So it can be helps to grow our business also Company.
• Makings all Templates, reports & dashboard given targets within TAT & All the reports share with our manager within time.
• Coordinate With the RM’s DC’s & Also vendors for the taken data for do their helps so they can do their works easily.
• Prepare the Data for Bulk upload. We are filtering & sorting, formatting the data from the RAw data.
• Handle confidential information and documents with discretion and maintain their proper organization

• As a CSA, I am responsible for Customer Satisfaction where as I am also the POC for the 3pl partners. deal with assigned Key Performance Indicators (KPIs) & Key Responsibility Areas (KRAs).
• Ensure that the all the customer escalation are escalated to 3pl by the agents and there should be proper communication of Team with all the 3pl partners.
• To make sure the delivery conversion should be maintained at given target. Pushing the 3pl drop their escalation by sharing the RCA on the hiked escalation Ensure that Delivery and RVP performance should be shared with the 3pls on weekly base Ensure that there is revert on all the mail escalations received from 3pl. share them alternate instructions.