Pankaj Kumar Singh

Global Service Desk:

• Managed global, multi-region service desk teams ensuring 24/7 support and consistent service delivery.
• SLAs and KPIs adherence to optimize incident and request resolution.
• Led performance monitoring and continuous improvement initiatives to boost service quality.
• Ensured compliance with security policies and regulatory standards.

• Led and mentored 5 Assistant Managers, fostering a collaborative and growth-focused team environment.
• Oversaw accurate review and moderation of user-generated content, ensuring informed decisions on sensitive cases.
• Implemented quality assurance measures for consistent content moderation.
• Identified training needs and facilitated ongoing team development.
• Ensured strict adherence to content policies and communicated updates effectively.
• Generated performance reports using metrics and KPIs to optimize processes.
• Managed content-related risks by applying industry best practices.
• Collaborated cross-functionally to align content review with organizational goals.

• Led capacity planning, resource optimization, and volume growth initiatives to meet operational targets.
• Ensured SLA adherence for Turnaround Time (TAT) and quality, conducting Root Cause Analysis (RCA) and implementing Corrective and Preventive Actions (CAPA) to close gaps.
• Managed new provider onboarding, achieving green status within 30 days.
• Directed team performance improvement through targeted training, quality management, and productivity enhancement strategies.
• Developed and executed Quality Data Management (QDM) ramp-up plans and managed quality documentation hiring processes.
• Prepared and validated reports and dashboards for Weekly and Quarterly Business Reviews (WBR/QBR).
• Oversaw performance management including appraisals, attrition, retention, and rewards programs.
• Facilitated client interactions, supported ongoing projects, and coordinated cross-functional teams to deliver timely solutions.
• Monitored project progress to ensure on-time delivery and quality standards.

• Secured Nuance’s largest $14.2M DAX deal with a major U.S. hospital following a year-long trial.
• Led rapid onboarding, scaling clients from 25 to 150 within one month; achieved 90% customer satisfaction.
• Expanded strategic account clients from 11 to 106 in one year, enhancing TAT, quality, and satisfaction.
• Revived at-risk accounts, secured 100 DAX license contracts, and consistently met SLAs.
• Increased team accountability, productivity, and reduced costs through data-driven process improvements.
• Implemented quality control systems and led training and organizational change initiatives.
• Facilitated cross-functional collaboration and boosted employee retention.
• Managed hiring, onboarding, performance evaluations, and resource planning.
• Delivered key performance reports to senior leadership.

• Designed and implemented end-to-end outbound call center processes from lead generation to sales closure across multiple sectors, including general insurance (home appliances), solar panel installation, gas connections, and auto parts.
• Established integrated CRM systems, predictive dialers, and compliance tools customized to industry-specific requirements.
• Managed full-spectrum call center operations, leading a team of 50 full-time employees (FTEs).
• Ensured process efficiency, regulatory compliance, and consistent performance across all verticals.

• Led operations/technical support/customer service with 25 FTEs and 30 contractors for a U.S.-based business analytics firm.
• Delivered Net Promoter Score (NPS) and Customer Satisfaction Score (CSS) reports using MS Access.
• Directed end-to-end migration from MS Access to a .NET platform, overseeing planning, budgeting, and execution, with zero disruption to business-as-usual (BAU) operations.
• Acted as the primary client liaison, ensuring clear communication and alignment of expectations.
• Supported risk assessment, and contributed to cloud infrastructure planning and implementation.

• Managed daily transcription operations with 80 FTEs, ensuring timely, high-quality medical document delivery.
• Planned capacity and allocated resources to support volume growth and meet SLAs.
• Monitored and improved turnaround time, quality metrics, and operational efficiency.
• Led, trained, and mentored transcription teams and supervisors to uphold performance standards.
• Implemented process improvements and corrective actions based on root cause analysis and audits.
• Coordinated onboarding and training for new transcriptionists and quality documentation managers.
• Collaborated with IT, QA, and client teams to align operations with business goals.
• Prepared and presented performance reports to senior management.
• Managed client relationships, resolving issues to maintain satisfaction.
• Ensured compliance with regulatory standards and company policies.

• Spearheaded the establishment and end-to-end operations of Vasant Scribes Ltd.’s Health Information Management (HIM) branch in Bhubaneswar with 120 FTEs.
• Built and led IT, Operations, and Training departments from the ground up.
• Scaled the team from 8 to 120 full-time employees within one year.
• Managed client invoice verification processes ensuring accuracy and timely billing.
• Handled Softex filings to ensure compliance with IT export regulations.
• Coordinated with multiple government agencies to secure a 1-acre government land allotment for future expansion.
• Demonstrated strong leadership, strategic planning, and stakeholder management to drive rapid growth and operational excellence.