Summary
Overview
Work History
Education
Skills
Software
Timeline
BusinessDevelopmentManager

Pankaj Maurya

Senior Executive Operations
Gurgaon,HR

Summary

Multi-talented Senior Executive knowledgeable about sales, operations, and personnel management. Successful at stepping into diverse positions and making immediate positive contributions. Focused on optimizing operations and motivating employees while establishing market dominance.

Overview

11
11
years of professional experience

Work History

Senior Executive

Ayvens
04.2018 - Current
  • Streamlined operations for increased efficiency by identifying bottlenecks in sales processes and implementing targeted solutions.
  • Cultivated a culture of continuous improvement by promoting open communication channels for feedback from all levels within the organization.
  • Boosted operational efficiency through implementation of lean principles, resulting in reduced waste and improved production timelines.
  • Implemented comprehensive risk management strategies to protect the organization from unforeseen financial pitfalls.
  • Reduced personnel costs by restructuring the management hierarchy to eliminate redundancies and promote cross-functional collaboration.
  • Negotiated favorable contract terms with vendors, leading to significant cost savings while maintaining product quality and timely delivery.
  • Established and directed successful programs focused on [Area]
  • Maximized revenue potential through diligent market analysis and identification of growth opportunities in emerging markets.
  • Established performance goals for employees and provided feedback on methods for reaching those milestones.
  • Launched quality assurance practices for each phase of development
  • Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
  • Assisted in organizing and overseeing assignments to drive operational excellence.
  • Evaluated employee performance and conveyed constructive feedback to improve skills.
  • Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
  • Optimized supply chain operations, ensuring seamless product availability and customer satisfaction.

Customer Support Specialist

Amex India
01.2016 - 01.2018
  • Provided timely assistance to customers via phone, email, and live chat channels, ensuring a high level of professionalism at all times.
  • Led project to integrate chat support, offering customers additional, convenient contact channel.
  • Streamlined support ticket system to reduce response times, significantly improving customer service efficiency.
  • Elevated customer support experience by adopting customer-first approach in all interactions.
  • Managed a high volume of inbound calls while maintaining excellent call quality standards and adhering to established procedures.
  • Utilized CRM systems effectively to track customer interactions, document detailed case notes, and access relevant account information quickly when needed.
  • Enhanced customer satisfaction by addressing and resolving complex issues promptly and professionally.
  • Delivered exceptional customer service experiences by maintaining a positive attitude, active listening skills, and empathetic responses to customer concerns.
  • Collaborated with cross-functional teams to address customer concerns and improve overall service quality.
  • Handled escalated support cases with diplomacy and tact, successfully defusing tense situations between the company and its customers.
  • Participated in regular meetings with management to discuss ongoing departmental challenges and propose actionable solutions.

Customer care representative

Aon Hewitt (Currently known as Wipro)
01.2014 - 01.2016
  • Assisted call-in customers with questions and orders.
  • Managed high call volume with exceptional professionalism and efficiency.
  • Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
  • Contributed to team success, consistently achieving call center performance metrics.
  • Maintained a high level of product knowledge to provide accurate information and support to customers.
  • Conducted follow-up calls to ensure complete resolution of customer concerns and verify satisfaction levels.
  • Addressed customer complaints and mitigated dissatisfaction by employing timely and on-point solutions.
  • Built rapport with customers through active listening and empathetic responses, fostering positive relationships.
  • Streamlined call response times for improved customer experience through effective communication techniques.
  • Implemented feedback from supervisors to continuously improve performance and enhance customer care skills.
  • Actively participated in weekly team meetings, discussing challenges faced as well as solutions implemented towards improving overall departmental performance.
  • Collaborated with cross-functional teams to resolve complex customer issues in a timely manner.

Education

MBA - Finance And Marketing

Jiwaji University
Gwalior, India
04.2001 -

Bachelor of Science - Computer Science

RGPV University
Gwalior, India
04.2001 -

Skills

Performance improvement

Software

CRM

SAT

Timeline

Senior Executive

Ayvens
04.2018 - Current

Customer Support Specialist

Amex India
01.2016 - 01.2018

Customer care representative

Aon Hewitt (Currently known as Wipro)
01.2014 - 01.2016

MBA - Finance And Marketing

Jiwaji University
04.2001 -

Bachelor of Science - Computer Science

RGPV University
04.2001 -

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Pankaj MauryaSenior Executive Operations