KRISHNA PANICKER
Kalyan
Summary
Results-oriented Operations and Client Service professional with 9 years of experience in service delivery and operational performance. Expertise in leading teams, monitoring KPIs, and resolving escalations to enhance customer satisfaction. Strong analytical and problem-solving skills focused on optimizing workflows and delivering superior client experiences as an Assistant Manager – Concierge.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Assistant Manager, Global Quality Assurance
HireRight
Bengaluru
10.2024 - Current
- Working as an Assistant Manager, Global Quality Assurance and managing a team of 41 Quality Analyst
- Ensuring the team conducts the required daily Quality Audit number and meets the monthly defined Quality target
- Preparing Weekly Performance Dashboard for Operations and sharing it with respective stakeholders
- Obtaining and evaluating RCA performed by Operations on Client Escalations and Applicant Disputes
- Ensuring critical business reports are maintained and shared on time with the Executive Leadership team
- Performing One-on-one and sharing performance feedback with team members
- Working with Operation in providing continuous support and insights on maintaining Quality
- Collaborating with Operations to prepare and draft action plans on Bottom Quartile researchers and following up to ensure the action plan is adhered to
Team Leader
Sterling
Thane
08.2015 - 11.2021
- Worked as a Team Lead for a Canadian LOB and managed a team of 21 people
- Planned and managed workflow for ongoing and ad-hoc assignments, ensuring adherence to SLAs and optimizing team productivity
- Monitored and updated SOPs to maintain compliance and operational efficiency
- Prepared and shared weekly performance review data with stakeholders to inform decision-making
- Impart training (presentations, theoretical and practical tests) and handle queries of the team
- Conducting coaching and refresher for bottom quartile agents and providing on-the-job training to new joiners
- Guiding trainees through their OJT phase and helping them with any process related queries
Analyst
eClerx Pvt. Ltd
Navi Mumbai
04.2014 - 12.2014
- Worked as an Analyst for US Technical process
- Executed outcall to the customers who were facing technical issues with their internet and cable TV services
- Analyzed customer inquiries, developed & implemented procedures, training & motivating Customer Care staff and solving complaints within the minimum time possible
- Provided resolution on call so to get a maximum cancellation on trouble ticket which was booked for service issue
- Maintained a proper case study on the cancellation that was made and forwarded the same to respective APM
Customer Interaction Executive
Reliance Communications Infrastructure Limited
Navi Mumbai
07.2012 - 04.2014
- Collaborated with sales team to close deals by promoting company's customer service program and implementing services with Reliance Audio Conference
- Coordinated with customers to resolve billing and technical issues, gather usage feedback, and enhance service satisfaction
- Interacted with the Product Management team and Client (Intercall) for a new contract for the companies like GE India, Mphasis, Wipro and American Express
- Executed investor relation conference calls and finance connect calls for companies including Reliance Communications, Religare Capital Market, and GE India
- Prepared and maintained MIS report for the service order of audio conference services
Education
Bachelor of Commerce -
ISBM University
Chhattisgarh09-2020
HSC -
Model College
Dombivli02-2009
SSC -
Ideal English High School
Kalyan03-2007
Skills
- Quality control
- Process improvement
- KPI management
- Performance analytics
- Root cause analysis
- Operations management
- Cross-functional collaboration
- Stakeholder management
- Escalation management
- Team leadership
- Customer support operations
- Quality control
Languages
- English
- Hindi
- Marathi
- Malayalam
Extracurricular Activities
Won 1st place in Painting Competition at Akhil Bhartiya Kala- Sanskrutik Vikas Manch Attained 2nd place in Drawing and Painting Competition at Indian Art Culture and Talent Development Center
Projects
US Public Records Quality Transformation | HireRight (2025)
- Led a cross-functional quality transformation initiative to address client escalations and applicant disputes across U.S. Public Records operations.
- Designed and implemented Day-1 Supervisor Audits, 360° Quality Reviews, NCDB/Felony validation controls, and GCC transition quality programs.
- Improved operational quality by reducing DPMO by 23.89% and defect rates by 14.59%.
- Reduced monthly Client Incident Reports (CIRs) from 22 to 13 and applicant disputes from 99 to 37.
- Established a robust audit governance framework overseeing 42,000+ monthly audits and identifying approximately 150 process improvement opportunities per month.
SOP Simplification & Process Optimization | HireRight (2024)
- Led the review and standardization of SOPs across 328 offshore client accounts to improve operational consistency and decision-making.
- Identified and simplified SOPs for 23 high-impact accounts, enhancing guideline clarity and reducing dependency on onshore supervisors.
- Empowered researchers to make accurate decisions independently through streamlined processes and improved documentation.
- Achieved a 53% reduction in errors across accounts following SOP simplification initiatives.
RPA Bot Implementation & Optimization | Sterling
- Partnered with RPA and operations teams to implement automation solutions that enhanced service efficiency and client experience.
- Managed UAT validation, deployment support, and post-implementation performance monitoring of RPA bots.
- Coordinated with onshore and offshore stakeholders to gather feedback, resolve operational issues, and optimize bot performance.
- Developed and shared performance dashboards and reports with leadership and key stakeholders to track automation effectiveness and business impact.
Personal Information
Date of Birth: 20/02/91
Awards Recognition
- Best Team of the Year, 2024
- Raising Star award for Q4'2013
- Best Quality Award for Consistency and Delivering most Customer Delight Experience
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Marathi
Upper Intermediate (B2)
B2
Malayalam
Native
Native
Accomplishments
- Best Team of the Year, 2024
- Raising Star award for Q4'2013
- Best Quality Award for Consistency and Delivering the most Customer Delight Experience
Certification
- FCRA End User Certificate,
Professional Background Screening Association (PBSA)
Timeline
Assistant Manager, Global Quality Assurance
HireRight
10.2024 - Current
Team Leader
Sterling
08.2015 - 11.2021
Analyst
eClerx Pvt. Ltd
04.2014 - 12.2014
Customer Interaction Executive
Reliance Communications Infrastructure Limited
07.2012 - 04.2014
Bachelor of Commerce -
ISBM University
HSC -
Model College
SSC -
Ideal English High School