PANKAJ SHROYAN
Summary
Organized Service Delivery Ops Lead with 7+ years of experience supporting service delivery management teams through analysis and management of customer data. Successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Delivery Ops Lead
Accenture Solutions Pvt. Ltd.
04.2018 - Current
- Leading a team of over 20+ analysts to manage Social Media operations for Google products in a B2B business model, and delivering SLAs consistently by utilizing resources efficiently
- Managing, training & mentoring team members to ensure efficiency in process operations and meeting of targets
- Acting as a local KM ambassador there by identifying the business training needs, creating and updating the knowledge base
- Developed internal requirements and standards to minimize regulatory risks and liability across programs
- Coordinating with the product team by collating all the trends observed from Social Media channels, identify notable opportunity areas based on the feedback and update the existing Help Center article (HC) or create new HC articles
- Performing RCA on the missed metrics (CSAT, First Contact Resolution, Quality) and providing regular feedback to the team to assist with development and growth
- Reviewing and tracking daily all production and quality metrics, staffing, timesheets, allocation and distribution of tasks and workload across all team
- Hired, managed, developed and trained staff, established and monitored goals, conducted performance reviews and administered salaries for staff
Resolution Specialist
Amazon India
06.2016 - 02.2018
- Provided prompt and efficient support to a team of 10+ associates for India and Canada market place
- Managed high volumes of customer inquiries for efficient resolution, enhancing overall client experience.
- Played a key role in maintaining high performance metrics such as quality, productivity, first contact resolution, and customer satisfaction
- Handled L3 customer escalation calls with additional deep-dive and assistance partnering with delivery department and resolve customer issues and questions
- Formulated focused and individualized resolutions aimed to peacefully settle disputes
Education
Post Graduate Diploma - Business Management
Osmania University
Hyderabad, India09.2022
Bachelor of Technology - Electronics & Communications
Jawahar Lal Nehru Technological University (JNTUH)
Hyderabad, India04.2016
Skills
- Service Delivery Optimization
- Incident Management
- Client Relationship Management
- Project Management
- Vendor Management
- Stakeholder Engagement
- Operational Efficiency
- Staff Scheduling
- Performance Evaluations
- Customer Satisfaction Evaluation
Accomplishments
- Collaborated with team of 5 Product support managers in the development of CSAT practices leading to ~15% Increase.
- Implemented and executed a strategic project resulting in a net benefit of $800K for the organization. Demonstrated leadership and expertise in Head Count management, contributing to the overall financial growth and success of the company.
- Successfully completed a project that resulted in a streamlined operational structure, yielding savings equivalent to approximately 4 Full-Time Equivalent (FTE) positions. Implemented efficient processes and leveraged Erlang Analysis, showcasing a capacity for enhancing productivity and optimizing resource allocation.
Certification
- Effectively Directing and Delegating as a Manager, Skillsoft - Jan'22
- Product Management 101, Udemy - July'22
- Ultimate Google Ads Training 2021: Profit with Pay Per Click, Udemy - Oct'21
Hobbies
- Volunteering: Actively participating in CSR activities and doing my bit for the community
- Sports: Regular involvement in team sport such as cricket
- Travelling: Avid traveler with a keen interest in reaching destinations by road
Languages
English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Telugu
Upper intermediate (B2)
Timeline
Service Delivery Ops Lead
Accenture Solutions Pvt. Ltd.
04.2018 - Current
Resolution Specialist
Amazon India
06.2016 - 02.2018
Post Graduate Diploma - Business Management
Osmania University
Bachelor of Technology - Electronics & Communications
Jawahar Lal Nehru Technological University (JNTUH)
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