PAWAN SINGH RANA
New Delhi
Summary
Highly skilled Manager with a proven track record of successfully leading teams and driving business growth or exceeding set targets, and ensuring the smooth functioning of operations. Strong communicator and problem solver. Passionate about achieving results and exceeding expectations. Having 12 years of experience in team management, fraud detection, customer service and achieving goals. Knowledge of analyzing data, identifying patterns, and implementing controls to safeguard the organization's assets and reputation. Organized, detail oriented and able to prioritize tasks effectively to ensure timely delivery of projects.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Manager
Deltatech Gaming Ltd (Adda52.com)
01.2016 - Current
- Managing the team of 15 people and improving key performance indicators for the team and function
- Identify, recommend and implement tool system process or policy changes to improve team performance
- Resolve user's query regarding any malicious activity during game play on the website and also transactions
- Handling all the operations os support team and compliance team.
- Conducting Knowledge test for the entire team, MIS reports.
- Average Pick up Report, Average Handling time Report, Abandoned%, Email reports, Chats Reports with Abandon %, CSAT %, Audits.
- Also provide direction, instruction and guidance to the team for achieving individual goals.
- Check and prevent the fraud activities on the website and ensure fair game play.
Sr. CRM Officer
Deltatech Gaming Ltd (Adda52.com)
09.2014 - 12.2015
- Resolve customer complaints or answer customers' questions regarding policies and procedures
- Reverting to the user's queries raised over the email related to their respective accounts and platform
- Keep records of user interactions or transactions, recording details of inquiries, complaints or comments as well as actions taken
- Handled mail, calls and chats simultaneously
- Promote company products, services, and savings plans when appropriate.
Customer Care Executive
IBIBO Web Pvt. Ltd (Tradus.com)
03.2013 - 08.2014
- To make sure timely delivery of the products by coordinating with the Logistics and the operations team
- Handling escalated customer queries by providing them best services via e-mail and phone
- Monitoring and resolving complaints through consumer forums like Akosha, Mouthshut.com
- Helping new sellers regrading the documents and make them live on Tradus.com
- Resolve customer queries regarding wrong product delivered and arrange return/return for the same.
Executive
Zenith Capital Group
10.2011 - 02.2013
- To increase the google rank of the company website through bookmarking and directory submission
- Always work with different websites links for new projects launched in the area
- Also resolve customer queries regarding any property.
Education
Bachelor of Arts -
Delhi University
01.2011
Intermediate -
Shiksha Bharti Public School
01.2008
High School -
Shiksha Bharti Public School
01.2006
Skills
- Team Management
- Operations
- Customer Service
- KYC Process
- Analytics
- Chargebacks
- Ms- Excel
- Process Improvement
- MIS
- Team Handling
Certification
- Fraud Prevention, E-learning College, 05/2020
- Risk Management, E-learning College, 05/2020
Accomplishments
- Got Employee of the month 7 times.
- Got employee of the year 2 times.
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Manager
Deltatech Gaming Ltd (Adda52.com)
01.2016 - Current
Sr. CRM Officer
Deltatech Gaming Ltd (Adda52.com)
09.2014 - 12.2015
Customer Care Executive
IBIBO Web Pvt. Ltd (Tradus.com)
03.2013 - 08.2014
Executive
Zenith Capital Group
10.2011 - 02.2013
Bachelor of Arts -
Delhi University
Intermediate -
Shiksha Bharti Public School
High School -
Shiksha Bharti Public School
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