Pankaj Chawla
Mumbai
Summary
Strong analytical and problem-solving skills complemented by excellent communication and leadership abilities. Experienced in team management, process optimization, and enhancing customer satisfaction within facility management and BPO sectors. Proven track record in developing and implementing strategies that boost operational efficiency and team performance. Highly motivated with a strong work ethic, adaptability, and exceptional interpersonal skills, capable of mastering new skills independently.
Overview
1
1
Certification
18
18
years of professional experience
Work History
CRM - Assistant Manager
Krystal Integrated Services Ltd
Mumbai
08.2024 - Current
- Coordinated daily administrative tasks to support management and operations.
- Assisted in organizing meetings and preparing necessary materials.
- Managed communication between departments to ensure project alignment.
- Completed day-to-day duties accurately and efficiently.
- Contributed innovative ideas and solutions to enhance team performance and outcomes.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Identified needs of customers promptly and efficiently.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Assisted with customer requests and answered questions to improve satisfaction.
- Approached customers and engaged in conversation through use of effective interpersonal and people skills.
- Exceeded customer satisfaction by finding creative solutions to problems.
Unit Manager
Mphasis Ltd
Pune
02.2009 - 06.2024
- Managed daily operations to ensure team productivity and efficiency.
- Led training sessions to enhance team skills and knowledge.
- Developed strategies for process improvement and operational excellence.
- Facilitated communication between departments to streamline workflows.
- Provided guidance, coaching, and mentoring to staff members.
- Coordinated resource allocation to optimize project execution and team productivity.
- Implemented process improvements to streamline workflows and reduce redundancies.
CSR (Corporate Social Responsibility) Committee Member
Mphasis
Pune
12.2022 - 06.2024
- Develop and implement CSR strategies and programs aligned with the company's values and goals.
- Engage employees in CSR activities, fostering a culture of social responsibility.
Employee Engagement Committee Member
Mphasis
Pune
12.2022 - 06.2024
- Organize and manage employee engagement activities, events and programs.
- Develop and implement strategies to enhance employee engagement and satisfaction.
Employee Retention Committee Member
Mphasis
Pune
12.2022 - 06.2024
- Analyze turnover data to identify trends and root causes of employee attrition.
- Design and execute retention programs including career development, mentoring and wellness initiatives.
Audit Committee member
Mphasis
Pune
12.2022 - 06.2024
- Evaluate the performance and independence of the Team Leaders.
- Ensure accurate and transparent financial disclosures to stakeholders.
Education
BCOM - Financial Accounting, Economics, Marketing Management, Business Statistics
Lucknow University
Lucknow05.1996
Skills
- Leadership and Team Management
- Customer Service Excellence
- Communication
- Problem Solving
- Training and Development
- Time Management
- Adaptability
- Collaboration
- Team leadership
- Customer relationship management
- Performance analysis
- Employee engagement
- Team building
- Communication effectiveness
Certification
NFL (Nurture Future Leader), 04/01/23, Leadership Skills Development, Strategic Thinking, Networking, Career Advancement, Personal growth, Visibility and Recognition, Enhanced Performance
Languages
- English
- Hindi
Personal Information
- Date of Birth: 06/27/75
- Gender: Male
- Nationality: Indian
Location
Delhi, Delhi
Hobbies and Interests
- Reading Business and Leadership Books
- Playing Team Sports
- Traveling
- Mentoring
Timeline
CRM - Assistant Manager
Krystal Integrated Services Ltd
08.2024 - Current
CSR (Corporate Social Responsibility) Committee Member
Mphasis
12.2022 - 06.2024
Employee Engagement Committee Member
Mphasis
12.2022 - 06.2024
Employee Retention Committee Member
Mphasis
12.2022 - 06.2024
Audit Committee member
Mphasis
12.2022 - 06.2024
Unit Manager
Mphasis Ltd
02.2009 - 06.2024
BCOM - Financial Accounting, Economics, Marketing Management, Business Statistics
Lucknow University