Pawan Deepak Alone
Pune
Summary
Dynamic operations manager with extensive experience at Ebix Cash Global Services, excelling in strategic planning and client management. Proven track record in optimizing performance metrics and enhancing team productivity. Skilled in SLA management and coaching, driving operational excellence and ensuring compliance with quality standards.
Overview
10
10
years of professional experience
Work History
Manager Operations
Ebix Cash Global Services
10.2024 - 12.2025
- Managing P&L responsibilities of over 5 million business units, ensuring profitability and compliance with budgetary targets
- Managed 160+ associates, 8 Team Leaders, and 2 Assistant Managers to ensure adherence to SLA and KPIs.
- Led strategic planning, execution, and delivery of contact centre operations.
- Managed client relationships and communicated proactively with stakeholders to align on expectations and deliverables.
- Monitored SLA, TAT, and CSAT metrics to ensure operational efficiency.
- Conducted weekly performance reviews and analyzed business metrics to identify improvement opportunities.
- Leading capacity planning (rostering and scheduling).
- Ensuring audit compliance and process quality standards.
- Oversaw hiring and backfill planning while optimizing workforce allocation to meet operational demands.
Deputy Manager Operations
iEnergizer
06.2022 - 10.2024
- Managed 150 associates and 5 Team Leaders to ensure operational efficiency.
- Oversaw inbound and outbound business operations to maintain service quality.
- Managed SLA adherence, TAT, and CSAT metrics.
- Delivered weekly management reviews and performance reports.
- Led training planning and developed process documentation to enhance onboarding.
- Conducted daily audits and quality calibration sessions.
Assistant Manager – Operations
KocharTech
12.2021 - 06.2022
- Managed 62 FTEs and 3 Team Leaders.
- Streamlined daily operations to maintain productivity and operational efficiency.
- Monitored KPIs to assess service level agreements, turnaround times, customer satisfaction, and complaint resolution.
- Coordinated client communication to enhance operational delivery.
- Conducted performance reviews and attrition control strategies.
Team Leader / Acting Assistant Manager
ISON Xperiences (Zomato – Dubai Chat Process)
08.2019 - 07.2020
- Led 16–18 associates in international chat operations, ensuring effective communication and service delivery.
- Conducted performance appraisals and coaching sessions to enhance team member development.
- Implemented performance improvement and continuous improvement plans.
- Reduced employee turnover and minimized inventory loss through strategic scheduling practices.
- Acted as single point of contact for HR, IT, and Admin issues.
Assistant Manager Customer Care (Team Leader)
Teleperformance
Jaipur
01.2017 - 03.2019
- Led outbound sales/customer care team of 18 associates, enhancing team engagement and service delivery.
- Monitored login efficiency, average handling time, customer satisfaction, and repeat call reduction to ensure team performance.
- Delivered product training and floor support.
- Conducted calibration calls and quality audits to maintain quality standards and improve service consistency.
- Followed up with shrinkage associates and alerted management of early warning signs for attrition cases.
Technical Support Executive
Cedelies Solutions Pvt Ltd
Hyderabad
12.2015 - 11.2016
- Delivered remote technical troubleshooting support to resolve customer issues promptly.
- Conducted outbound sales of Microsoft Office and antivirus products, enhancing customer experience.
- Met daily sales and service targets to contribute to overall team goals.
Education
Bachelor of Commerce (B.Com) -
Marathwada University
Intermediate (+2) -
Nashik University
Secondary Education (10th) -
CBSE
Hardware & Networking Certification -
Jetking
HyderabadSkills
- Operations Management
- Contact Center Operations
- Revenue Management
- Billing Management
- SLA management
- CSAT Management
- Coaching
- Quality Calibration
- Shrinkage Control
- Rostering & Capacity Planning
- Process Documentation
- Process Transition
- Customer Service
- Client Management
- Cross-Sales Management
- Stakeholder relations
- MIS
- Workforce Management Tools
- Dialer Reporting Systems
- Team Leadership
- People Management
- Audit Compliance
Accomplishments
- Designed and launched new Alcohol Process for BigBasket including KPI & KRA setup
- Awarded Best Team Leader (3 consecutive months) ISON
- Recognized for consistent top 5% performance (Teleperformance)
- Jump Certified
Timeline
Manager Operations
Ebix Cash Global Services
10.2024 - 12.2025
Deputy Manager Operations
iEnergizer
06.2022 - 10.2024
Assistant Manager – Operations
KocharTech
12.2021 - 06.2022
Team Leader / Acting Assistant Manager
ISON Xperiences (Zomato – Dubai Chat Process)
08.2019 - 07.2020
Assistant Manager Customer Care (Team Leader)
Teleperformance
01.2017 - 03.2019
Technical Support Executive
Cedelies Solutions Pvt Ltd
12.2015 - 11.2016
Bachelor of Commerce (B.Com) -
Marathwada University
Intermediate (+2) -
Nashik University
Secondary Education (10th) -
CBSE
Hardware & Networking Certification -
Jetking