Summary
Overview
Work History
Skills
Achievements And Strengths
Disclaimer
Timeline
Generic

Pankaj Menon

Associate Director
Hyderabad

Summary

Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills. Proficient in using independent decision-making skills and sound judgment to positively impact company success. Dedicated to applying training, monitoring and morale-building abilities to enhance employee engagement and boost performance.

Overview

20
20
years of professional experience

Work History

Associate Director

Softpath System LLC
Hyderabad
08.2021 - Current
  • Monitor & Control Target Deliverables, Costing (minimal costing) and Revenue Generation.
  • Analyze Business Unit Performance, Trend Analysis and come up with targeted solutions to improve.
  • Preparing and/or supporting business proposals for new client acquisitions.
  • Track Billable and payments.
  • Maintain and ensure professional relationships with Customer(s).
  • Mining for new business, coordinate with client procurement managers, to expand to new locations and categories.
  • Ensure customer experience/satisfaction through quality delivery, measured by annual Customer Satisfaction Survey (CSAT Survey).
  • Develop and review operational standards and procedures for the Business Unit.
  • Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Developed strong relationships with key clients, ensuring their needs were met consistently and promptly.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Facilitated clear communication between departments, ensuring seamless resolution of customer concerns in a timely manner.
  • Followed through with client requests to resolve problems.
  • Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
  • Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
  • Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
  • Conducted regular performance evaluations for team members, identifying areas for improvement and creating targeted action plans.

Account Manager

Softpath System LLC
Hyderabad
08.2019 - 08.2021
  • Handle all Employer-Employee relationship with the consultants working for us onsite.
  • Participate in the internal Audits with regards to Profitability of the accounts and come up with strategies on how to reduce cost incurred.
  • Design and publish internal Productivity scores so the recruiters are aware of their standings.
  • Contractor Management which included Counseling, Documenting Feedback, Verbal or Written Warning based on performance, Time Management, Onboarding, Off-boarding, Terminations etc.
  • Increased client satisfaction by building strong relationships and addressing their needs promptly.
  • Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
  • Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
  • Conducted regular account reviews to identify areas for improvement and ensure continued success.
  • Provide inputs to the team Business Development Team on what areas to Focus on in terms of building up on the location and new clientele.

Acting Account Manager

Softpath System LLC
Hyderabad
10.2015 - 07.2019
  • Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
  • Negotiated contract terms with clients, securing favorable agreements for both parties.
  • Actively participated in networking events within the industry, expanding professional connections and generating leads.
  • Improved overall team productivity by implementing best practices in organization and time management.
  • Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
  • Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
  • Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
  • Optimized account allocation among team members to ensure balanced workload and focus on high-priority clients.
  • Drove revenue growth by identifying new business opportunities within existing accounts.
  • Handled Coaching, Feedback, Escalations basis the feedback and performance ensuring high client satisfaction is achieved.

Client Delivery Manager

Softpath System LLC
Hyderabad
01.2015 - 07.2019
  • Attend Conference calls with the Client to understand any changes or any new updates regarding the Jobs and then effectively communicate the same with the recruiters.
  • Adapted quickly to changing market conditions by adjusting strategies accordingly without compromising on service quality or customer satisfaction levels.
  • Established clear performance metrics for team members, monitoring progress regularly and providing constructive feedback as needed.
  • Streamlined communication between internal teams for improved efficiency in meeting project deadlines.
  • Responsible for conducting Team Trainings on a Weekly basis and daily huddles without fail.
  • Team Management activities like, Leave approvals, performance reporting, Initiating Performance Based Plans (PIP/PAP).
  • Managed a Team of 30 Individuals.

Client Technical Support Specialist

Dell International Services
Hyderabad
04.2005 - 02.2014
  • Providing Creative Direction: Initiated the process of having the current machine model available on the floor to ensure the agents are well aware on the product and what the challenges could be when they would be asking the end users to open the machine for troubleshooting, was successful as the agents started coming with methods on what would be useful when they started to know the hardships.
  • Out of Box Thinking: Came up with having Visual Aids (e-mails with pictures of the product or part in question) during the technical training or when imparting knowledge on concerns or product issues already known, this enabled the agents to understand what was happening previously and now what would be happening with the part replacement.
  • Started career in Dell by supporting Gaming Computers and Portables in a Voice process and moved onto supporting application/software issues and then to a Specialist Role providing resolutions and handling only advanced queries or escalations on a need to need basis.

Skills

Strategic leadership

Decision-making

Organizational development

Team collaboration and leadership

Customer relationship management (CRM)

Problem-solving

Service delivery optimization

Complaint resolution

Customer service

Talent development

Handling escalations

Achievements And Strengths

  • Customer Satisfaction Achieved by becoming the Top 5 supplier when it comes to Market Research, Ramp Up of locations or new site addition.
  • 873 new locations added across the country till date.
  • Zero Corrective Action Reports filed by the client maintaining 100% accuracy on Audits & Compliance.
  • Working help the organization achieve its ISO Certification, handling the role of an ISO Internal Auditor.

Disclaimer

I hereby declare all the information stated above is to the best of my knowledge.

Timeline

Associate Director

Softpath System LLC
08.2021 - Current

Account Manager

Softpath System LLC
08.2019 - 08.2021

Acting Account Manager

Softpath System LLC
10.2015 - 07.2019

Client Delivery Manager

Softpath System LLC
01.2015 - 07.2019

Client Technical Support Specialist

Dell International Services
04.2005 - 02.2014

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Pankaj MenonAssociate Director