Pushkar Singh Pathania
Customer Experience And Insights
Bangalore,KA
Summary
Six sigma certified consultant with an extensive career of nearly 14.6 years that reflects rich experience in People Management, Leading Teams, Team Building, Stakeholder Management with business development, and Problem Solving.
Overall Experience of 14.6 years with 10 years of Managerial Experience in Customer Service (International & Domestic Voice) & 2 years in Managerial Experience in blended Customer Service for Domestic.
Experience in handling a span on 150+ employees into International & Domestic Voice Customer Service along with managing and controlling Operations & SLA Management
Strong analytical skills through evaluating data, recognizing patterns, Market Research, Resource Management, and Operations provide direction for building organizational procedures, framework and methodology for business.
Team-based management style that inspires peak individual performance; technical expertise of Data Interpretation, Data Mining, and MS Office Suite
Keen strategist & implementer with strong business acumen; managing entire business operations with a key focus on top-line & bottom-line profitability by ensuring optimal utilization of resources
Established multi-site operations from grounds-up, built capabilities, and set up governance structure, service delivery strategy, operation readiness, and & enhanced internal controls
Valued contributor to key strategic initiatives right from conceptualization to facilitating implementation in real-time environments
Strategic thinker with a developed capacity to build and convey the big picture while enabling others to identify the implications of this for their daily work
Overview
15
15
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work History
Associate ~ CE - Special Projects
Myntra
BANGALORE, KA
01.2019 - 02.2022
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Completed special projects by using effective decision making, critical thinking and time management skills.
- Expanded cross-functional organizational capacity by collaborating across departments on priorities, functions and common goals.
- Reduced process bottlenecks by training and coaching employees on practices, procedures and performance strategies.
- Cross-trained existing employees to maximize team agility and performance.
- Prepared and recommended long-range plans for development of department personnel.
- Delivered feedback to decision-makers regarding employee performance and training needs.
- Improved operational planning and business frameworks to enhance resource utilization and reduce waste.
Aux Associate Manager ~ Email
Myntra
Bangalore, KA
11.2014 - 12.2018
- Supervised employees and assessed performances to determine training needs and define accurate plans for decreasing process lags.
- Introduced higher standards for customer service and increased efficiency by streamlining operations.
- Managed 8 Team Leads and 150+ Analysts in email LOB Governance and Service Improvement unit Managers are in charge of team's overall performance, coordination, and evaluation.
- Actively participate in and drive continuous improvement culture through KAIZEN and LEAN projects. Identifying and eliminating barriers to accuracy, productivity, and quality.
- Mitigated business risks by working closely with staff members and assessing performance.
- Spearheaded customer satisfaction survey and analyzed results to make action plans.
- Reviewed established policies and procedures to take on temporary leadership positions, motivate employees and facilitate smooth email and chat operations.
Assistant Manger
IBM-Daksh / Concentric Corporation
Pune, MH
06.2007 - 11.2014
- Developed loyal and highly satisfied customer base through proactive management of team customer service strategies.
- Developed quality employees within process to take over leadership positions.
- Established and oversaw performance targets for process associates.
- Determined quality assurance benchmarks and set standards for improvement.
- Created clear and effective policies governing all aspects of employee work and interaction with customers.
- Conducted performance reviews for staff members to reduce resolution times and improve customer satisfaction ratings.
- Defined clear targets and objectives and communicated to other team members.
- Recruited and developed employees for blended support department.
Education
PGD - Business Analytics & Business Intelligence
Great Lakes
Bangalore 01.2019 - 01.2020
Bachelor of Art - English
SD Collage Chandigarh
Chandigarh 06.2004 - 05.2007
Skills
Team and Performance Management
Stakeholder Management
Data Analysis and Interpretations
Documentation and Reporting
Service Delivery
Certification
Six Sigma Green Belt
Timeline
PGD - Business Analytics & Business Intelligence
Great Lakes
01.2019 - 01.2020
Associate ~ CE - Special Projects
Myntra
01.2019 - 02.2022
Six Sigma Green Belt
09-2015
Aux Associate Manager ~ Email
Myntra
11.2014 - 12.2018
Assistant Manger
IBM-Daksh / Concentric Corporation
06.2007 - 11.2014
Bachelor of Art - English
SD Collage Chandigarh
06.2004 - 05.2007