Mukhtarali L Pansare
Pune
Summary
Dynamic operations leader with extensive experience at Digitide, driving digital transformation and exceeding SLAs in a high-volume contact center. Expert in strategic operations management and team development, I enhance customer-centric processes and optimize P&L management, fostering robust client relationships and achieving operational excellence.
Overview
21
21
years of professional experience
Work History
General Manager, Operations
Digitide
Bangalore
04.2024 - Current
- Spearhead the management of a high-volume contact center, leading a team of 500+ FTEs and consistently exceeding SLAs.
- Drive digital transformation by reengineering call center processes and deploying state-of-the-art CRM/dialer applications.
- Cultivate robust client and vendor relationships, ensuring continuous service improvement and operational excellence.
- Oversee full-cycle supply chain helpdesk operations and coordinate bid management—from site visits and SOW creation to contract negotiations.
- Maintain account P&L discipline through timely invoicing, effective collections, and strategic DSO management.
- Champion employee engagement initiatives to elevate team morale and performance.
Senior Manager, Operations
Conneqt Business Solutions Ltd
Pune
04.2021 - 03.2024
- Led cross-functional teams to deliver seamless end-to-end BPO operations while upholding compliance and quality standards.
- Identified and capitalized on new business opportunities through effective recruitment, process optimization, and market analysis.
- Assisted executive leadership in P&L management by tracking key financial KPIs and implementing cost-control measures.
- Designed and executed strategies to enhance customer experience and employee engagement, driving significant customer retention and referral.
- Optimized strategic planning processes by aligning departmental goals with overall company visions.
Manager, Operations
Conneqt Business Solutions Ltd
Jamshedpur
04.2018 - 03.2021
- Managed comprehensive supply chain helpdesk functions, including full procurement cycles, vendor coordination, and invoice verification.
- Oversaw gate pass operations for manufacturing, ensuring strict adherence to security protocols from issuance to collection.
- Led command center initiatives for employee transport and CRM process management, achieving operational efficiencies and reducing delays.
- Implemented a customized ticket tracking system that improved resolution times and enhanced data-driven decision-making.
- Delivered targeted training programs to elevate team performance and integrate process improvements in a dynamic business environment.
Deputy Manager
Tata Business Support Services Ltd
Pune
10.2016 - 10.2018
- Mentored teams to achieve high productivity under challenging conditions, providing 24×7 support for critical automotive breakdowns.
- Orchestrated coordination with third-party service providers, ensuring effective communication among OEM, contact centers, and field teams.
- Executed manpower planning, performance appraisals, and HR functions to maintain an efficient and motivated workforce.
- Conducted rigorous performance analyses, root cause investigations, and implemented corrective actions to continuously improve service delivery.
Team Leader / Senior Team Leader
Tata Business Support Services Ltd
Pune
04.2010 - 03.2014
- Supervised a team of up to 20 agents in a high-intensity contact center environment.
- Managed daily operations, scheduling, and performance reviews to ensure strict adherence to operational standards.
- Developed comprehensive SOPs and conducted regular training sessions to refine agent skills and enhance customer service quality.
- Facilitated team meetings and process updates, streamlining internal communications and expediting issue resolution.
Customer Support Executive / Senior Executive
Tata Business Support Services Ltd
Pune
06.2007 - 03.2010
- Delivered exceptional customer support by promptly addressing inquiries and resolving issues.
- Maintained key client relationships and generated detailed CMS reports to ensure transparency and operational continuity.
- Coordinated routine team updates and monitored performance metrics to drive service improvements.
Pharmacist & Manager
Bhogilal & Co.
Pune
05.2004 - 05.2007
- Managed retail pharmacy operations, ensuring exceptional customer service and effective sales/purchase management.
- Supervised a team of five to maintain operational efficiency and high customer satisfaction.
Education
PGDBM - Operations Management
Welingkar Institute of Hybrid Education
01.2016
Diploma - Pharmacy
Maharashtra Technical Board
01.2003
H.S.C. -
Pune University
01.2001
S.S.C. -
Pune University
01.1999
Skills
- Strategic Operations Management
- Organizational Leadership
- Team Development
- Digital Transformation
- Agile Methodologies
- Customer-Centric Process Improvement
- Financial Management
- P&L Management
- Supply Chain Management
- Bid Management
- Business Insights
- Lean Methodologies
- Business Intelligence
- Technical Proficiency
- CRM Applications
- ERP Systems
- Communication
- Stakeholder Management
Timeline
General Manager, Operations
Digitide
04.2024 - Current
Senior Manager, Operations
Conneqt Business Solutions Ltd
04.2021 - 03.2024
Manager, Operations
Conneqt Business Solutions Ltd
04.2018 - 03.2021
Deputy Manager
Tata Business Support Services Ltd
10.2016 - 10.2018
Team Leader / Senior Team Leader
Tata Business Support Services Ltd
04.2010 - 03.2014
Customer Support Executive / Senior Executive
Tata Business Support Services Ltd
06.2007 - 03.2010
Pharmacist & Manager
Bhogilal & Co.
05.2004 - 05.2007
PGDBM - Operations Management
Welingkar Institute of Hybrid Education
Diploma - Pharmacy
Maharashtra Technical Board
H.S.C. -
Pune University
S.S.C. -
Pune University
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