Summary
Overview
Work History
Education
Skills
Tools
Certification
Accomplishments
Languages
Timeline
Generic

Ishika Pandey

Bangalore

Summary

Experienced Operations Leader with over five years of success managing high-performing teams in fast-paced SaaS, and digital environments. Proven track record in driving operational excellence, improving SLA and CSAT metrics, and leading strategic initiatives that enhance customer experience and align with business goals. Adept at managing both asynchronous and synchronous support channels, workforce planning, and handling escalations. Skilled in cross-functional collaboration to implement process automation, and drive continuous improvement. Known for high productivity, efficient task execution, and effective team mentorship. Strong in strategic planning, process optimization, and delivering results across all levels of operations.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Operations Team Manager

amazon
Bangalore
10.2024 - Current
  • Executed operational goals by leveraging data to manage activities and track business metrics.
  • Led process improvement projects, proposing and implementing solutions across operations.
  • Conducted deep-dive analyses and created Correction of Errors (COES) to address root causes.
  • Managed escalations by analyzing data, reporting key metrics, and identifying trends and gaps.
  • Coached direct reports regularly, providing feedback to enhance performance.
  • Developed launch plans for new hires, ensuring smooth onboarding and progress tracking.
  • Partnered with Engineering and Product teams to escalate issues, prioritize fixes, and advocate for improvements.
  • Supported business reviews with mid-level and senior leadership, presenting key insights and data.
  • Proposed and worked on projects for process improvement and business improvement, and achieved the targeted goal as per my proposed strategy for the projects.
  • Maintained team shrinkage, quality, and other important metrics.
  • Conducting WBR, MBR.
  • Currently handling a team size of 35.
  • Conducting team building engagement activities for the team.
  • Develop and implement Standard Operating Procedures (SOPs) to simplify and enhance operational workflows.
  • Managed daily operations of the team including scheduling shifts, assigning tasks, tracking attendance and approving time off requests.
  • Prepared reports detailing staff performance metrics such as productivity levels or customer satisfaction ratings.
  • Collaborated with other managers across the organization in order to identify best practices that could be implemented at all levels.
  • Provided regular reports to senior management on team performance, challenges, and strategic recommendations.
  • Facilitated weekly team meetings to discuss progress, address challenges, and plan future activities.
  • Coordinate with the department's SME for UAT, and ensure the production release for defects related to the new workflow.
  • Managed remote teams effectively, using virtual communication tools to maintain engagement and productivity.
  • Implemented strategic team objectives aligned with company goals, increasing productivity.
  • Created shift schedules and coordinated with team members to maintain sufficient staffing levels during employee absences.
  • Ensured compliance with company policies and industry regulations, mitigating risk and maintaining integrity.
  • Completed thorough opening, closing, and shift change functions to maintain operational standards each day.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.

Team Leader -AT&T (U.S Process)

[24]7.ai
10.2023 - 10.2024
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Worked with team to identify areas of improvement and devised solutions based on findings.
  • Supervised team members to confirm compliance with set procedures and quality requirements.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Crisis Management by Responding to crisis and emergency situations with patience and proper communication, resulting in a successful de-escalation.
  • Taking daily team huddles.
  • Ensure all social media responses should be sent accurately.
  • Ensure IRT(Initial Response time) sent within the given time frame.
  • Monitor all social media tool.
  • Leading team conflicts, tasks and team management.
  • Handle Manager Escalation.
  • Ensure all KPI are met.
  • Conducting Calibration calls with clients.
  • Creating Daily, Monthly reports.
  • Creating Influencer crisis presentations.
  • Monitor brand social media profiles.
  • Monitor day to day team task completion.
  • Admin work for the team.
  • Audits for the team (Monthly and Weekly audits).

Team Lead (social media)

CUSTOMER SHASTRA (ITC)
03.2023 - 09.2023
  • Ensure ALL KPIs are met.
  • Ensure that 100% correct accurate responses to be sent out to the customers over all platforms.
  • Crisis Management Keyword analysis Profile vetting (Influencer) Ensure hiring training and quality is done in timely manner and should have checks in place.
  • Attrition and shrinkage percentages check within acceptable range.
  • Improve process and team efficiency.
  • Identify process gaps/training needs/process improvement and identify ways to bridge them.
  • Client coordination Analyze Data to share insights with the brands.
  • Managing Escalations -WBR, QBR, MBR with the clients.
  • Social media Tool Automation/Management (Konnect insight & Zendesk).
  • Check QC balance.
  • Tactfully handled complaints from staff, management and clients using excellent problem-solving and dispute resolution skills.
  • Integrated process improvements to optimize overall workflow and efficiency.
  • Set team goals.
  • Daily Team huddle.
  • Coaching -DFM.
  • Audits.
  • Creating Insight Reports - Daily/Monthly.
  • Performance Management.
  • Assigning daily task to the team -Queue management.

SME- Social Media

Goibibo
02.2022 - 02.2023
  • Delegate tasks and set deadlines.
  • Oversee day-to-day operation.
  • Monitor team performance and report on metrics.
  • Discover training needs and provide coaching.
  • Listen to team members' feedback and resolve any issues or conflicts.
  • Recognize high performance and reward accomplishments.
  • Reporting Share of voice report Sentiment analysis report Media Type analysis report.
  • Ensuring FRT is given on time.
  • Analyzing cause for late responses and taking necessary measures to correct the same.
  • Client Focus Adoptability Ability to deliver result driven.

Subject Matter Expert - Social media

STARTEK - FLIPKART
01.2019 - 01.2022
  • Leading ORM team conflicts, tasks and team management.
  • Teamwork/Cooperation (within and across units).
  • Commitment to Continuous Quality/Process Improvement.
  • Managing crisis - Develop and implement effective ORM framework and methodologies, recognizing the linkages between risk types.
  • Identifying the issue with correct keyword search.
  • Understanding the criticality of the crises by Vetting profile.
  • Define data requirements and structure to support effective ORM framework.

Senior Operation Executive Brief

04.2019 - 10.2019
  • Handle all seller queries and complaints raised on the Social Media Platform.
  • Connect with the sellers through Social platforms to provide the best possible resolution.
  • Understand the seller grievances and provide appropriate resolution.
  • Solving/answering prospect and seller issues, complaints, questions/queries in close coordination with the other departments.
  • Taking sellers-focused approach to handle complaints and escalations.
  • Taking strong follow-up on all the escalations.
  • Provide resolution within the framed timelines.
  • Ensuring that all written communication is carried out as per the seller support procedures.
  • Publishing daily basis reports to the client.

Education

MBA - Operations Management

NMIMS
04.2024

BBA - Marketing

RDVV
04.2019

High School Diploma -

Ryan International School
Jabalpur, Madhya Pradesh
04.2016

Skills

  • Team management
  • Social media crisis management
  • Influencer marketing
  • Brand reputation management
  • Microsoft Excel
  • Fast learner
  • Communication skills
  • Effective time management
  • Multitasking
  • Analytical thinking
  • Client management
  • Process improvement
  • Data analysis
  • Regulatory compliance
  • Industry expertise
  • Six sigma principles
  • Operational efficiency
  • Work flow planning
  • Internet research
  • Content writing
  • PowerPoint presentations
  • Problem solving
  • Project management
  • Performance management
  • Employee development
  • Data handling proficiency
  • Process improvement initiatives
  • Customer experience strategy (CX)
  • Workflow optimization and automation
  • SLA and CSAT tracking
  • Cross-functional collaboration
  • Zendesk and Freshdesk expertise
  • Salesforce proficiency
  • Employee relations and conflict resolution
  • Operations management
  • Schedule management
  • Goal attainment
  • Performance reporting
  • KPI tracking
  • Customer retention
  • Goal setting
  • Project leadership
  • Policies and procedures implementation
  • Project planning and development

Tools

Sprinklr
Konnect Insights
Simplyfy360
Freshdesk
Zendesk
Salesforce

ATLAS

Certification

  • Certification in Digital Marketing
  • Certificates from Google Ads
  • Hubspot Certification

Accomplishments

  • Worked in various SEO projects for the employer.
  • Generated traffic for the customer using content marketing strategies and increasing search engine rankings on Bing and Google for which I was awarded the SEO wizard award by the employer.
  • Helped increase social media engagement of the client by implementing planned organic promotion methods on Instagram and Facebook.
  • Optimized AdWords campaigns and reduced cost per conversion for a client.

Languages

English
First Language
Hindi
Proficient (C2)
C2

Timeline

Operations Team Manager

amazon
10.2024 - Current

Team Leader -AT&T (U.S Process)

[24]7.ai
10.2023 - 10.2024

Team Lead (social media)

CUSTOMER SHASTRA (ITC)
03.2023 - 09.2023

SME- Social Media

Goibibo
02.2022 - 02.2023

Senior Operation Executive Brief

04.2019 - 10.2019

Subject Matter Expert - Social media

STARTEK - FLIPKART
01.2019 - 01.2022

MBA - Operations Management

NMIMS

BBA - Marketing

RDVV

High School Diploma -

Ryan International School

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Ishika Pandey