Pawan Kumar
Palam Colony
Summary
Dynamic professional with a proven track record at British Telecom, excelling in team leadership and customer relationship management. Achieved a 15% improvement in KPIs while coaching 25 agents. Skilled in performance management and process optimization, I thrive on driving results and fostering a collaborative environment.
Overview
15
15
years of professional experience
Work History
Subject Matter Expert
British Telecom (BT)
04.2023 - Current
- Supervised and coached two teams totaling 25 agents, improving team KPIs by 15%.
- Served as escalation point for customer and staff issues; resolved 90% within SLA.
- Conducted regular audits and feedback sessions to maintain process compliance.
- Led cross-functional meetings with the Process Excellence team to drive improvements.
- Delivered daily/weekly performance and compliance reports to leadership.
- Cross-trained in 10 different campaigns of Openreach, ensuring operational flexibility.
Associate
British Telecom (BT)
01.2016 - 03.2023
- Handled field coordination with Openreach engineers and UK service providers.
- Raised and tracked jobs for damaged telecom infrastructure (e.g., poles, cables).
- Trained and mentored new hires, leading to a 30% faster ramp-up time.
- Served as acting supervisor and coached underperforming team members.
Customer Support Trainer
iYogi Technical Services
04.2011 - 01.2016
- Trained 3 batches (20 agents each) with 85% throughput and 90% graduation rate.
- Resolved customer issues via phone and email; ensured high customer satisfaction.
- Managed escalation calls and provided feedback during agent glide periods.
Customer Support Executive
Expert Serv Info Solutions
09.2010 - 03.2011
- Handled inbound calls for new mobile activations (Sprint, AT&T, Verizon).
- Processed applications by verifying personal details via secure tools.
Education
Postgraduate - Political Science
University of Delhi
Bachelor’s Degree -
University of Delhi
Two-Year Diploma - Computer Applications
NIIT
Skills
- Team leadership and supervision
- Customer relationship management
- Escalation resolution
- Coaching and training
- Performance management
- Quality assurance and compliance
- Process optimization
- Stakeholder communication
- Data analysis and reporting
Languages
- English
- Hindi
Timeline
Subject Matter Expert
British Telecom (BT)
04.2023 - Current
Associate
British Telecom (BT)
01.2016 - 03.2023
Customer Support Trainer
iYogi Technical Services
04.2011 - 01.2016
Customer Support Executive
Expert Serv Info Solutions
09.2010 - 03.2011
Postgraduate - Political Science
University of Delhi
Bachelor’s Degree -
University of Delhi
Two-Year Diploma - Computer Applications
NIIT
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