Pankaj Pandey
Noida
Summary
Process & Operations Analyst | Escalations & RCA | SQL | E‑commerce & Fintech Operations
Process‑focused Operations and Escalation Specialist with 10+ years of experience across e‑commerce, fintech, and customer operations. Proven expertise in root cause analysis (RCA), process improvement, complex escalation handling, and cross‑functional coordination. Strong analytical background with SQL and Excel, combined with technical foundations in IT. Known for improving operational efficiency, reducing repeat issues, and strengthening SOP adherence.
Overview
2026
2026
years of professional experience
Work History
Resolution Specialist
Amazon
Noida
09.2018 - Current
- Acted as a central escalation point for ~300 high-complexity customer and process escalations per month, ensuring SLA compliance and risk mitigation
- Performed root cause analysis (RCA) on recurring operational defects and partnered with stakeholders to implement corrective actions, resulting in ~20% reduction in repeat issues
- Supported a team of ~20 frontline associates by resolving process gaps, clarifying SOPs, and enabling them to consistently meet quality metrics
- Used SQL queries and internal dashboards to identify trends, escalation drivers, and defect patterns
- Contributed to process and quality improvement initiatives aimed at reducing repeat escalations and operational friction
Customer Service Associate → Team Coach
FIS
Gurugram
2015 - 2018
- Promoted to Team Coach role supporting production teams with real‑time guidance and escalation handling
- Coached associates on process adherence, issue resolution, and quality standards
- Acted as an operational escalation contact for customer‑impacting and process‑related issues
- Reviewed performance metrics to identify process inefficiencies and improvement opportunities
- Supported audits, compliance checks, and quality monitoring activities
Practitioner, Customer Operations
Concentrix
Gurugram
2014 - 2015
- Handled customer interactions while adhering to defined operational processes and quality benchmarks
- Developed strong understanding of service workflows, SLAs, and customer impact
- Built foundational experience in structured operations environments
Xantatech
PHP Developer
Noida
2012 - 2013
- Worked as a PHP Developer in a small IT firm
- Gained exposure to application logic, databases, and technical problem‑solving
- Built a strong technical foundation that supports current analytical and process roles
Education
B.Tech - Information Technology
Vivekanand Institute of Technology And Science
Ghaziabad01-2012
Skills
- Process Analysis & Optimization
- Root Cause Analysis (5 Whys, Fishbone)
- Escalation & Risk Operations
- SOP Creation & Improvement
- Stakeholder Coordination
- Data Analysis (SQL, Excel)
- Quality & Compliance Support
- Dashboard & Metrics Tracking
Technical Skills
- SQL: Joins, Subqueries, Aggregations, Case Statements
- Excel: Pivot Tables, Lookups (VLOOKUP/XLOOKUP), Dashboards, Functions
- Tools: Ticketing & CRM systems, Internal Ops Dashboards
- Process Tools: SOP documentation, Flow mapping
Languages
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Additional Highlights
- Strong understanding of end‑to‑end operational workflows
- Experience bridging technical data insights with business operations
- Adaptable to high‑pressure, ambiguity‑driven environments
Timeline
Resolution Specialist
Amazon
09.2018 - Current
Customer Service Associate → Team Coach
FIS
2015 - 2018
Practitioner, Customer Operations
Concentrix
2014 - 2015
Xantatech
PHP Developer
2012 - 2013
B.Tech - Information Technology
Vivekanand Institute of Technology And Science