Pavan N Bapu
BENGALURU
Summary
Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Manager - Customer Operations
Esko Graphics India Pvt Ltd
BENGALURU
04.2024 - Current
- Conducted performance reviews for team members.
- Assessed team member's skillsets and assigned tasks accordingly for optimal efficiency.
- Created monthly reports for senior management summarizing operational performance metrics.
- Coached, mentored and trained team members in order to improve their job performance.
- Analyzed customer feedback data to develop action plans for improving services offered.
- Scheduled interviews for potential candidates and conducted reference checks prior to hire.
- Resolved conflicts between employees by providing guidance on company policies and procedures.
- Oversaw daily operations, maintaining efficiency and quality standards.
- Led team meetings and one-on-one coaching sessions to continuously improve performance.
- Managed inventory levels to meet demand without overstocking, reducing waste.
- Implemented process improvements, resultingin an increase in operational efficiency.
- Facilitated team meetings and workshops to foster collaboration and share best practices.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
Team Lead - Customer Operations
Esko Graphics India Pvt Ltd
BENGALURU
12.2021 - 03.2024
- Resolved escalated customer complaints or queries promptly and efficiently.
- Ensured compliance with company policies and procedures throughout the team.
- Monitored team performance against targets, taking corrective action where necessary.
- Provided support to junior staff during peak periods of workloads.
- Held regular one-on-one coaching sessions with staff members to encourage personal development.
- Coordinated team resources to achieve project goals.
- Supported the manager in developing plans for future projects, initiatives and objectives.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Trained new staff in relevant processes and procedures.
- Maintained accurate records of employee attendance and task completion times.
- Collaborated with other departments to develop effective solutions that meet customer needs.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
- Delegated tasks appropriately according to individual skill sets.
- Identified opportunities for process improvements, implementing changes when required.
- Monitored team progress and enforced deadlines.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Motivated and empowered team members to build customer satisfaction and loyalty to support retention and growth.
- Reviewed completed work to verify consistency, quality, and conformance.
- Promoted to leadership position in recognition of strong work ethic and provided exceptional customer service.
- Conducted regular performance evaluations, providing constructive feedback and personalized coaching.
- Collaborated with other departments to streamline processes and improve interdepartmental cooperation.
- Monitored team workload to prevent burnout and ensure equitable task distribution.
- Allocated resources effectively to ensure project completion within deadlines and budget.
- Resolved customer complaints and issues promptly, ensuring high levels of satisfaction.
- Coordinated daily operations, ensuring team adherence to company policies and procedures.
- Set specific goals for projects to measure progress and evaluate end results.
Customer Operations Coordinator
Esko Graphics India Pvt Ltd
BENGALURU
10.2019 - 11.2021
- · Kept customer information database updated, and ensure customers receive appropriate license keys based on their entitlement.
- · Updated the customer software configuration in the database using ‘Octopus’ – Telnet technology.
- · Participated in daily and weekly meetings to discuss previous day’s team performance.
- · Report generation – delivery and quality measurements, inventory, planning
- · Participate in design and development of process and training documentation for license generation activities.
- · Handle customer complaints and other inquiries relating to software licensing.
- · Helping team members.
- · Delegate tasks & responsibilities for the team
- · Preparation of new SOP’s, modification when needed and maintain the data of the same + ensure the quality of work
- · Escalations of EskoID’s and other related topics.
- · Complicated customer licensing issues and solving the problems.
- Provided refresher sessions for the team.
Customer Operations Associate
Esko Graphics India Pvt Ltd
BENGALURU
03.2016 - 09.2019
- Responsible for generation and distribution of software license keys for Esko customers, according to the processes and delivery requirements for this initiative.
- Order Processing – i.e., Sales Order Process when customer buys a software and the same will be invoiced and send to customer using XAL & Salesforce.
- Requests processed using JIRA tool in the correct order, based on delivery due dates, order criticality, and region; Ensure licenses are delivered on time.
- Ensuring licenses are delivered 100% correct.
- Order Processing for Enfocus products, Maintenance Certificate and Invoice Generation through XAL.
- Order Processing for HP OEM products through XAL
Benefits and Administration – Executive
HR Governance Solutions Pvt Ltd
BENGALURU
09.2014 - 02.2016
- Serving as a subject matter in maintaining, evaluating, and administering benefit programs for organization in the US.
- Maintains Benefit records by developing record keeping systems, initiating new hire benefits and record changes.
- Expedites delivery of benefits by establishing and maintaining work relationships with Insurance providers.
- Reconciles benefits accounts by generating and approving billing statements.
- Preparation of Quarterly reports which are required by the clients.
- Maintenance and updating process documents from time to time.
- Interacting (through email) with the clients for various queries relating to the process.
- Preparation of Ad-hoc reports as and when the client requires.
- Reviewing the billing statements and other reports.
- Assisting the team members and ensuring the tasks has been completed within the stipulated time.
- Providing training to the new joiners about the process.
Education
B.Com - Accounting And Auditing
Vijaya College Jayanagar
Bangalore05-2014
Pre-University Education - Commerce
Cambridge PU Colege of Science And Commerce
Channapatna06-2011
SSLC -
St. Michael’s English School
Channapatna04-2009
Skills
- Operations Management
- Workforce Management
- Performance Management
- Team Leadership
- Complex Problem-Solving
- Performance Evaluations
- MS-Excel Reporting
- Power Automate
- Salesforce reporting
- Powerpoint
- Kaizen mindset
Accomplishments
- Outstanding Contributor Award - 2021
- Outstanding Contributor Award - 2022
Certification
- Problem Solving Process - 2018
- Crucial Conversation – 2019
- SLX training (People leader training) – 2023
- Licensing VSM certification - 2024
- President Kaizen certification - 2024
- Tally ERP9 - 2014
Languages
English
First Language
Timeline
Manager - Customer Operations
Esko Graphics India Pvt Ltd
04.2024 - Current
Team Lead - Customer Operations
Esko Graphics India Pvt Ltd
12.2021 - 03.2024
Customer Operations Coordinator
Esko Graphics India Pvt Ltd
10.2019 - 11.2021
Customer Operations Associate
Esko Graphics India Pvt Ltd
03.2016 - 09.2019
Benefits and Administration – Executive
HR Governance Solutions Pvt Ltd
09.2014 - 02.2016
B.Com - Accounting And Auditing
Vijaya College Jayanagar
Pre-University Education - Commerce
Cambridge PU Colege of Science And Commerce
SSLC -
St. Michael’s English School
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