Manish Pandey
Operations Manager
Noida
Summary
PROFILE SUMMARY A result-oriented professional with 10+ Years of overall work experience in Healthcare (SaaS), Logistics, Ride-sharing & E-commerce industries. Worked in diversified fields both in B2B & B2C platforms
Overview
10
10
years of professional experience
5
5
years of post-secondary education
2
2
Languages
Work History
Operations Manager
RoundGlass, Roundglass Wellbeing Private Limited
10.2020 - Current
- Growth marketing of RoundGlass Cross that’s Curofy (India’s largest digital case discussion and knowledge sharing platform for doctors) Traqade (A SaaS for fitness and wellness centre management) & Care (A digital practice management platform for doctors and hospitals)
- Executing SMS campaigns to drive user engagement, DAU, MAU, App users & new user acquisition
- Working closely with cross B2B sales team to gain deep understanding of process & updating SOPs for effectively scaling existing process, including CRM training
- POC for CRM (HubSpot) related issues, managing workflow, reporting dashboard (For cross sales team)
- Worked with outsourcing partner to ensure deliverables are met as per contract
- Identifying trends and opportunities for growth through analysis of complex data sets
- Planning and overseeing given projects to ensure it's are completed on time and within budget
- Managing fitness centre listing & existing client data verification of RoundGlass Gympik.
Operations Manager
RoundGlass Gympik, Gympik Health Solutions Private Limited
10.2019 - 10.2020
- Managing the team of interns & responsible for the listing of gyms & fitness centres on Gympik (India’s largest fitness discovery platform) ensuring monthly goals & targets are met
- Implemented CRM (Freshdesk) for support channel to automate client onboarding process of SaaS product i.e
- Traqade
- Also responsible for CRM training, ticketing workflow, reporting dashboard, automation, etc
- Targeted tier 2&3 cities for the centre listing on Gympik to scale up the business
- Created the database of 6948 gyms/fitness centres & 1040 Yoga retreats with the help of interns during the
- COVID lockdown
- Leading new projects like competitors analysis, GTM research from requirements, identifying the implementation plans and ensuring all projects are delivered on time within the scope and budget
- Performing lead analysis & working closely with B2B sales team to identify the areas of opportunity that will drive performance
- Developing operations strategy & SOPs for effectively scaling the existing process
- Managing social media handles of Gympik (Fb & Instagram account).
Team Lead
BlackBuck, Zinka Logistics Solutions Private Limited
02.2018 - 09.2019
- Customer Operations)
- Managing corporate support team (Inbound, Chat & IR)
- Super admin of Zendesk CRM, managing 340+ agent accounts & SPOC for creating ticketing workflows, managing contacts, creating reporting dashboards based on business requirements, Creating views & ticket automation, API integrations etc
- Launched central partner support team by merging & cross-skilling two teams (Country & Corridor inbound) that used to handle ~90% of overall common queries
- After successful launch with revised capacity planning, ~6 FTEs were released to another LOB resulting in HC cost saving of ~INR 14,40,000 & IT cost saving of ~6,00,000 per annum
- Merged south support inbound team (Which used to operate for only 19 hrs a day - 8 AM to 12 AM) with central partner support team providing 24/7 customer service to south support channel
- Maintaining key metrics like Calls abandoned 93%, AHT 90% etc to improve operational efficiency
- Implementation of CRM (Zendesk) to Inbound, IR, Services & Intending team to help keep track of customer communications
- Daily analysis of performance management data & identifying opportunities to further drive Customer satisfaction
- Responsible for support team's SOP creation to enhance seamless customer service
- Automated customer communication SMS triggers for Inbound team with help of CRM.
Supervisor
Ola Cabs, ANI Technologies Private Limited
01.2017 - 12.2017
- Ensuring that all customer escalations and complaints are managed to excellent professional standards and within Company’s terms and policies
- Identifying issues/roadblocks, considering solutions, consulting stakeholders, and following implementation procedures
- Analyzing significant crime risk events to ensure that all connected parties are identified and reported at appropriate levels internally
- In the event of serious regulatory breaches or where risk tolerances have been breached, ensure senior management & legal team are informed
- Following escalations and complaints procedures in order to ensure that all customer escalations and complaints are tracked and keeping all relevant parties informed of actions taken to resolve issues.
Specialist
Flipkart, Flipkart Internet Private Limited
05.2013 - 11.2016
- Service Delivery)
- Handling CEO/Grievance escalations & resolving issues at earliest
- Consult with Legal team for service denial approvals
- Consult with tech, seller, logistics, payments & other teams to drive problem elimination
- Driving Root Cause Analysis (RCA) of service-affecting problems, ensuring actions are delivered within agreed timelines and initiating coaching requests to departments if process gaps are identified
- Supervising customer support team of ~30 associates (Inbound & Outbound) to drive CSAT, FCR, Quality, &
- Resolution.
SEO
HostingRaja, Adodis Technologies Private Limited
03.2012 - 04.2013
- On/Off - Page Optimization, Keyword Analysis, Content Optimization, Article Submission, Blog Posting, Social
- Networking, Directory Submission, Classified Ads and Social Bookmarking
- Sending daily progress reports by analyzing searched keywords through backend for company’s project i.e search engine website for eCommerce
- Managing and publishing product categories & catalogues in the backend, coordinating with the tech team to report glitches/bugs or any new feature request.
Education
J2ME -
NIIT
Bengaluru, KA 03.2011 - 10.2011
B.Com -
Bharath University
Chennai, TN 09.2007 - 05.2010
HSC -
R. C School
Shahdol, MP 08.2004 - 05.2006
Skills
Operations management
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
I have not failed. I’ve just found 10,000 ways that won’t work.
Thomas Edison
Timeline
Operations Manager
RoundGlass, Roundglass Wellbeing Private Limited
10.2020 - Current
Operations Manager
RoundGlass Gympik, Gympik Health Solutions Private Limited
10.2019 - 10.2020
Team Lead
BlackBuck, Zinka Logistics Solutions Private Limited
02.2018 - 09.2019
Supervisor
Ola Cabs, ANI Technologies Private Limited
01.2017 - 12.2017
Specialist
Flipkart, Flipkart Internet Private Limited
05.2013 - 11.2016
SEO
HostingRaja, Adodis Technologies Private Limited
03.2012 - 04.2013
J2ME -
NIIT
03.2011 - 10.2011
B.Com -
Bharath University
09.2007 - 05.2010
HSC -
R. C School
08.2004 - 05.2006
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