Summary
Overview
Work History
Education
Skills
Certification
Accomplishments
Previous Experience
Timeline
AssistantManager

Leena Pande

Pune

Summary

key domains Risk and Compliance Career compliance assessment Identify regulatory and reputational risk at career level and at control level Propose risk mitigation solution Fin Tech Domain Customer Experience – ASYNC Messaging, Email Security Settings & Payment Risk & Compliance Telecom Domain Customer Service – Voice, Chat, Email and Exception handling Customer Experience Product Support End to end Case Management Customer Experience Technical Support Troubleshooting technical Issues - ISP Automation Robotic Process Automation – Back of the house operations

Overview

21
21
years of professional experience
1
1
Certification

Work History

Sr. TRC Field Ops Manager

Amazon Development Centre (India) Pvt. Ltd.
08.2022 - Current
  • Responsible conducting compliance field audits for Amazon India’s Middle Mile carrier partners
  • Launched IN AMXL and IN Rail compliance audit program
  • Launched pilot Frequent Risk Based inspection (FRI) for IN 3P Sort Centre focusing on Payroll and Working Hours
  • Accomplishments: Launched audit & monitoring program for IN-AMXL, Defined audit scope based on High/critical risks and acquired alignment from legal and business stakeholders, Successfully navigated the CMC and received approval, Launched audit to cover 100% DSP partners of IN AMXL, Launched Point in Time (PiT) audit program for IN ATS Rail – a worldwide first, PoC for Voice of Carrier Partner (VOC) program
  • Launched VOC in June 2023, Currently working on Kaagzaat, Sales Force and Automated Document Processing Service (ADPS) launch for IN-AMXL audit

Group Leader, Customer Solutions

PayPal India Pvt. Ltd.
11.2019 - 08.2022
  • Company Overview: One of the largest Fin Tech companies in the world
  • Headquarter located in San Jose, CA
  • PayPal has close to 500 million active customer bases
  • Responsible for Net New and Emerging customer segment
  • End to End accountability of teams - ~200 Associates/Mentors & Leaders
  • Owner of Business Metrics – Drive performance, Establish Process improvement methods, tracking and reporting
  • Responsible for Weekly / Monthly /Quarterly review
  • Liaise with training team on improving new hire training and learning curve
  • SPOC for recruitment
  • Partner with TA team in hiring the best talent from the market
  • Drive Customer Experience Metrics
  • Drive Continuous Improvement across functions thru framework such as Lean/Six Sigma
  • Setting adaptive performance goals
  • Planning & Execution of on performance improvement methods
  • Review (Daily, Weekly & Monthly)
  • Coaching for Performance – Unlock the potential to Maximize their own performance
  • Follow GROW Framework for 1-1 coaching
  • Be a coach mentor for Team Leaders, help improve their coaching skills
  • Closely interact with Risk team to raise flag on potential Fraud
  • Work with WFM team to establish optimum schedule
  • Liaise with Business HR for any people related issues
  • Work closely with team managing customer / seller dispute for better customer experience
  • One of the largest Fin Tech companies in the world
  • Headquarter located in San Jose, CA
  • PayPal has close to 500 million active customer bases

Deputy General Manager, Operations

Cognizant Technology Solutions
12.2018 - 11.2019
  • Company Overview: Pune Site Lead for world’s leading CRM provider
  • Responsible for end-to-end product support for APAC, EMEA and AMER regions
  • Responsible for Training, Quality and Operations for Pune location
  • Pune Site Lead for world’s leading CRM provider
  • Current Responsibilities: Implementation of ‘#Supportreimagine’ initiative, Driving the right behavior in each customer interaction
  • Focus on input rather than driving numbers, Liaise with training and Quality team to drive end to end CX, Continuous dialogue with customer on performance, Setting adaptive performance goals, Planning & Execution of on performance improvement methods, Review (Daily, Weekly & Monthly), Coaching and mentoring Front Line Leadership, Take regular feedback on ‘How We are doing’ and action of areas of improvement, Plan on ‘People Retention’
  • Regular review with HR, P&L management, Service Level Adherence

Sr. Manager, Operations

Wipro
04.2017 - 12.2018
  • Pune Site lead managing 450 plus employees
  • Process responsibility across Pune and Kolkata location
  • P&L accountability, Client Management, SLA responsibility, driving process transformation to reduce wastage, improve TAT and customer experience
  • Driving performance matrices like SLA, Quality CSAT
  • People management: Achieved less than 30% annualized attrition in the last 2 years
  • PSH Committee member: Create awareness among employees
  • Participate in review of cases that comes up
  • Counsel employees
  • Manage end to end operations for a leading UK based Telecom Infrastructure Provider in the following: PSTN & Fiber Fulfilment, Service Assurance & Engineer services, Number Porting, Pre-Bill Validation, Reporting & Analytics
  • Deployed Robotic Process Automation in offline queues covering 40+ sub queues
  • 32% FTE reduction along with 15% financial benefit to customer
  • Pioneered proactive diagnosis for repeat faults in PSTN lines and helped engineer with insight into the actual issue
  • This has helped save 73% of repeat visits
  • Responsible for running a dedicated Escalation channel for distressed customers

Manager, Operations

Wipro BPS
01.2012 - 03.2017
  • Responsible and Accountable for Robotic Automation of across all offline activities
  • Complete RPA roll out will benefit customer to the tune of 15% of revenue over 2 years
  • Managing End to End operations on Fulfillment and Service Assurance across Pune and Kolkata for PSTN lines
  • My Openreach journey started with 90 FTE
  • Worked extensively during business expansion which grew from 90 to 350+ FTE strong by 2015
  • Joined United Airlines as Manager, Operations in Jan 2012
  • Responsible for both New Hire and Operations (110+ FTE)

Account Manager

01.2004 - 06.2004
  • Worked as Account Manager for a US based Media & Communication giant for 6 months
  • Worked as Team Operations Manager with Hutchison 3 Global Services for Mobile Handset troubleshooting process (120+ FTE)
  • Responsible for both New Hire Batches and Operations Team
  • Successfully Completed ‘Brilliant Basics’ – CSAT Improvement Program across Mumbai and Pune Location
  • BPO Career started as an agent for an ISP process with Flextronics Software (Formerly Hughes Software Systems)
  • Grew up in Ranks, became Deputy Manager Ops (Quattro)

Education

Diploma in TQM -

Sri Jayewardenepura University
01.2000

Skills

  • Career compliance assessment
  • Identify regulatory and reputational risk at career level and at control level
  • Propose risk mitigation solution
  • Customer Experience – ASYNC Messaging, Email
  • Security Settings & Payment
  • Customer Service – Voice, Chat, Email and Exception handling
  • Product Support
  • End to end Case Management
  • Technical Support
  • Troubleshooting technical Issues - ISP
  • Robotic Process Automation – Back of the house operations

Certification

  • ITIL V3 Foundation, EduSYS, 01/01/13
  • Lean & Six Sigma Green Belt, Wipro, 01/01/12
  • Lean & Six Sigma Black Belt, Quattro, 01/01/07
  • Diploma in TQM, Sri Jayewardenepura University, Colombo, 01/01/00

Accomplishments

  • The Above and Beyond Award, 10/01/24
  • Team Player Award, 01/01/24
  • Team Player Award, 07/01/23
  • Successfully Lead Six Sigma Project on ‘One Call Resolution’ in O2C which resulted in 7% reduction in repeat calls and $350K benefit
  • Leading the 1st steady state End to End RPA Project Implementation in Wipro BPO
  • World Quality Congress, 01/01/15
  • DL Shah Silver award, 01/01/15
  • AECUS Automation award, 01/01/17
  • Wipro Way Fest award, for optimization of robots

Previous Experience

  • Worked as Account Manager for a US based Media & Communication giant for 6 months.
  • Worked as Team Operations Manager with Hutchison 3 Global Services for Mobile Handset troubleshooting process.
  • BPO Career started as an agent for an ISP process with Flextronics Software.

Timeline

Sr. TRC Field Ops Manager

Amazon Development Centre (India) Pvt. Ltd.
08.2022 - Current

Group Leader, Customer Solutions

PayPal India Pvt. Ltd.
11.2019 - 08.2022

Deputy General Manager, Operations

Cognizant Technology Solutions
12.2018 - 11.2019

Sr. Manager, Operations

Wipro
04.2017 - 12.2018

Manager, Operations

Wipro BPS
01.2012 - 03.2017

Account Manager

01.2004 - 06.2004

Diploma in TQM -

Sri Jayewardenepura University
Leena Pande