Pankaj Ahuja
Lucknow
Summary
Dynamic leader with proven expertise in people management and workflow optimization, honed at companies like REVOLUT. Excelled in stakeholder management and CRM software, including Salesforce, driving team success and boosting sales revenue. Known for exceptional team coordination and negotiation skills, consistently achieving operational excellence and customer satisfaction.
Overview
10
10
years of professional experience
Work History
Senior Analyst
REVOLUT
08.2024 - Current
- Managing and leading a team of employees
- Communicating concerns and policies among management and team member
- Delivering coaching to the team members and achieving company goals and deadlines to the team
- Assisting management with hiring processes and new team member training
- Challenging process/procedures in context of continuous improvement
- Performing effective people management (one-to-ones, coaching, career development)
- Daily/weekly control and monitoring of the operations (timely reaction on different situations)
- Acting as point of contact for any internal and external escalations
- Motivating team members and assesses performance
- Searching for process/procedure optimization and work improvement of the team
- Providing help to management, including hiring and training, and keeps management updated on team performance
- Meeting company's SLA's
- Performing deep-dives on SLAs and provide RCA/ trends/actions for their improvement
Senior Analyst
Accenture pvt. ltd.
Gurugram
12.2021 - 08.2024
- Team Leader offering top-notch abilities in process management, interpersonal communication and administrative oversight
- Mentored and guided employees to foster proper completion of assigned duties
- Achieve operational excellence and drive continuous process improvements
- Helped in training and mentoring newly hired employees on ongoing process and company regulations
- Cross-trained and provided backup support for organizational leadership
- Established open and professional relationships with team members to achieve quick resolutions for various issues
- Resolved the company's escalations in a timely manner
- Supported customer internally and externally and worked in a dynamic environment
- Conducted monthly or weekly one on one review with the team members to understand their concerns and to simplify the process
- Reviewed the feedback received from the customers and identified the areas of improvements
- Achieved daily, monthly targets by coordinating with the team members
Team Leader
Teleperformance
Jaipur
03.2019 - 12.2021
- Assisted customers with up selling client products and setting appointments, special order requests and arranging merchandise pick-up
- Boosted sales revenue by skillfully promoting diverse service options
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Supporting a team of 15 employees, acting as a helping hand in providing real-time support while assisting customers
- Submitting ideas to the management that could lead in growth of business and motivation in employees to work efficiently and effectively
- Conducting huddles to discuss progress, plans and other activities of representatives
- Worked on CRM tools like Salesforce, Lead Squared etc
- To track and manage customer contact and interaction
PD
GENPACT
Jaipur
11.2017 - 03.2019
- Assisted customers with up selling client products and setting appointments, special order requests and arranging merchandise pick-up
- Boosted sales revenue by skillfully promoting diverse service options
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Supporting a team of 15 employees, acting as a helping hand in providing real-time support while assisting customers
- Submitting ideas to the management that could lead in growth of business and motivation in employees to work efficiently and effectively
- Conducting huddles to discuss progress, plans and other activities of representatives
- Worked on CRM tools like Salesforce, Lead Squared etc
- To track and manage customer contact and interaction
TSE
Teleperformance
Jaipur
05.2015 - 11.2017
- TSE in Microsoft process and worked for 4 months
- Moved to TS Office 365 for providing Microsoft Office Suit specialized support to U.S
- Customers
- Handled NESTING as a trainer for providing product and process knowledge to new Hires
- Moved to operations as SME (3 months)
- Promoted as a Tier-2 TSE to handle the escalation calls and to deliver higher level of support
- SME for Tier-2 to handle the escalation issue worldwide and to discuss them with the clients to provide the relevant/permanent solutions
Education
B.COM. -
Luckow University
Lucknow, Uttar PradeshIntermediate - CBSE Board
Central Academy
Lucknow, Uttar PradeshHigh School - CBSE Board
Central Academy
Lucknow, Uttar PradeshSkills
- Team coordination
- People management
- RCA
- Power BI
- Escalation management
- Account management
- Negotiation
- Stakeholder management
- Customer support
- CRM software
- Salesforce
- Workflow management
- Risk management
- Basic Looker knowledge
Personal Information
- Mother's Name: Mrs Rashmi Ahuja
- Father's Name: Mr. M. L. Ahuja
- Date of Birth: 03/02/91
Languages
Hindi
First Language
English
Proficient (C2)
C2
Disclaimer
I do hereby declare that above particulars of information and facts stated are true, correct and complete to the best of my knowledge and belief.
Timeline
Senior Analyst
REVOLUT
08.2024 - Current
Senior Analyst
Accenture pvt. ltd.
12.2021 - 08.2024
Team Leader
Teleperformance
03.2019 - 12.2021
PD
GENPACT
11.2017 - 03.2019
TSE
Teleperformance
05.2015 - 11.2017
B.COM. -
Luckow University
Intermediate - CBSE Board
Central Academy
High School - CBSE Board
Central Academy
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