K. Santosh Bahadur Pal
Bengaluru
Summary
"Results-driven professional with extensive experience in project management, customer service, hospitality, and escalation handling across diverse industries. Proficient in communication, marketing, sales, and project development tools, as well as data analysis and CRM platforms, to optimize operations and enhance customer satisfaction
Overview
10
10
years of professional experience
1
1
Certification
Work History
Tech Support - IOS
Minacs
10.2014 - 09.2015
- Expert in Troubleshooting iOS Issues
- Commitment to Quality: Maintained the highest standards of quality on a monthly basis, ensuring all tasks met or exceeded company expectations.
- Call Analysis and Reporting: Produced detailed reports and conducted reviews of recorded calls
- Innovative Problem-Solving: Demonstrated a strong ability to think creatively by discovering multiple alternative solutions through adaptability and out-of-the-box thinking.
- Adherence to Best Practices: Consistently followed company quality guidelines and industry best practices
- Consistent Performance Ratings: Achieved and sustained high ratings regularly, reflecting dedication to maintaining excellent service standards.
- Recognized Client Service Excellence: Received ongoing appraisals from clients for delivering exceptional client service, meeting their needs, and exceeding expectations.
- Communication and Organizational Skills:
Quality Analyst
24/7 - Expedia
09.2015 - 04.2017
- Proficient in Ticketing Tools: Experienced in utilizing industry-standard ticketing systems, including Amadeus and Worldspan,
- Industry Knowledge: Consistently stayed updated on the latest developments and changes within the airline industry
- Achievement of Sales Targets: Successfully met and exceeded company targets for two consecutive quarters.
- Technical Skills: Competent in Microsoft Excel with a solid understanding of basic functions, data entry, and analysis to support operational tasks.
- Continuous Learning and Team Collaboration: Regularly acquired new knowledge and industry updates, sharing insights with colleagues.
- Recognized Performance: Consistently received positive feedback and recognition from both team members and clients.
- Quality Analysis Experience: Assisted as a Quality Analyst during the last six months of tenure.
Escalation’s Supervisor
Treebo Hotels
- Role Evolution: Began as a CSR, handling both sales and support calls, delivering timely solutions to customer inquiries while maximizing sales opportunities during the first six months.
- Career Advancement: Progressed to the Guest Escalations team and was later promoted to Escalations Supervisor, reflecting a dedication to growth and leadership within the company.
- Escalation Management: Efficiently managed and resolved over 250 social and ground-level escalation cases each month
- Data Management and Process Optimization: Conducted regular data reviews to maintain data accuracy and optimize processes, driving improved operational efficiency and informed decision-making.
- Performance Excellence: Consistently achieved a Key Result Area (KRA) score of 4 out of 5 and maintained an average quality score above 85%, demonstrating a commitment to high performance and quality.
- Proactive Customer Support: Proactively addressed additional tasks to prevent guest dissatisfaction, ensuring comprehensive and timely resolutions to customer issues.
- Process Improvements: Developed documentation and spreadsheets to streamline the support process, significantly boosting the efficiency of the customer service operations.
- Leadership and Mentorship: Played a key role in training new team members and supervising the sales support team, fostering a collaborative culture that focused on delivering exceptional customer support.
Project Lead
Kasparov Consulting PVT LTD
06.2020 - Current
- Led daily scrums using Jira and Confluence, ensuring smooth communication and project tracking across teams.
- Collaborated with the design team to guide the creation of mockups and ensure alignment with project requirements.
- Coordinated with the development team to oversee the coding process, ensuring timely and high-quality deliverables.
- Managed end-to-end SaaS project lifecycle, from research and design logic to implementation, leveraging similar tools and industry best practices to enhance project outcomes.
- Implemented agile methodologies to streamline workflows, resulting in a 20% increase in team productivity and faster delivery cycles.
- Facilitated cross-functional communication between stakeholders, design, and development teams to ensure project alignment with business goals.
- Utilized data-driven insights to prioritize tasks and allocate resources efficiently, minimizing project bottlenecks and reducing delivery time by 15%.
- Led project retrospectives to identify areas for improvement and applied feedback to continuously enhance project management processes.
Education
XII STD - Commerce
NIOS
Bengaluru05.2022
X STD - undefined
Cambridge Public School
01.2008
Skills
- Project Management
- Customer Service & Escalation Handling
- Problem-Solving & Analytical Skills
- Leadership & Team Collaboration
- Vendor & Data Management
- Quality Assurance & Process Improvement
- Communication & Interpersonal Skills
- Adaptability & Initiative
- Time Management & Organizational Skills
Languages
English
Hindi
Kannada
Nepali
References
- Aditya Narayanan, Partner, Inkless Creations LLP, 8147578982
- Shyam Sundar, Team Lead, IBM, 9740779731
- Neel Samanta, Marketing Manager, 22by7 Solutions, 8971335679
Certification
- Digital marketing certificate from google
- Multiple customer satisfaction accolades across multiple industries
- amedeus and worldspan ( Ticketing tools )
Timeline
Project Lead
Kasparov Consulting PVT LTD
06.2020 - Current
Quality Analyst
24/7 - Expedia
09.2015 - 04.2017
Tech Support - IOS
Minacs
10.2014 - 09.2015
Escalation’s Supervisor
Treebo Hotels
XII STD - Commerce
NIOS
X STD - undefined
Cambridge Public School
- Digital marketing certificate from google
- Multiple customer satisfaction accolades across multiple industries
- amedeus and worldspan ( Ticketing tools )
Similar Profiles
Kimberlee M. PinkneyKimberlee M. Pinkney
Senior Team Leader/Team Leader at Minacs Marketing SolutionsSenior Team Leader/Team Leader at Minacs Marketing Solutions
SHUBHRA DEYSHUBHRA DEY
Technical Support for Software Installation at Aditya Birla MinacsTechnical Support for Software Installation at Aditya Birla Minacs
Pratyusha RoyPratyusha Roy
Team Leader Operations at Minacs Pvt. Ltd. / Concentrix Services India Private LimitedTeam Leader Operations at Minacs Pvt. Ltd. / Concentrix Services India Private Limited