Summary
Overview
Work History
Education
Skills
Attainments
Personal Information
Timeline
Generic

Sachin Pandey

Customer Experience Lead
Gurgaon,HR

Summary

Results-driven professional with 6+ years of experience across customer service, sales (inbound/outbound), operations, hospitality, and e-commerce. Skilled in team management, client handling, process development, and data analysis. Proven track record of leading high-performing teams, improving service standards, and delivering business excellence. Strong communicator, strategic thinker, and problem solver with a collaborative leadership style and cross-functional coordination skills.

Overview

8
8
years of professional experience
2017
2017
years of post-secondary education
2
2
Languages

Work History

Team Leader

Snapdeal Limited
06.2023 - Current
  • Managing a diverse team of Inbound of 200 agents working across 2 outsource partners. Along with managing a team of 15 agents inhouse (Escalation desk)
  • Setting SOP (Standard Operating Procedures) & SLA (Service Level Agreements), setting and maintaining CTQ (Critical to Quality) / CTP (Critical to Process) targets and involved in planning for the processes.
  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
  • Working with cross functional teams to ensure timely resolution and delivery of deliverables to end customers and partners.
  • Identifying and implementing strategies for building team effectiveness by promoting a spirit of cooperation between team members.
  • Responsible for presenting the performance metrics to the company founder/CEO Desk during BRM weekly/quarterly/monthly.
  • Led the NPS project at the organization level, overseeing multiple tracks aimed at improving customer satisfaction and loyalty.
  • Implemented robust outlier management strategies, effectively identifying and addressing anomalies in NPS data to ensure accurate score representation.
  • Utilized advanced data analysis techniques to derive actionable insights from NPS data, facilitating informed decision-making and driving continuous improvement initiatives.
  • Collaborated closely with cross-functional teams, including marketing, product development, and customer support, to align NPS improvement efforts with organizational goals and priorities.
  • Achieved 2.8% increase in NPS scores through the successful implementation of NPS enhancement strategies, resulting in improved customer satisfaction and loyalty.

Noise-Process Lead

NEXXBASE Marketing Pvt. Ltd.
09.2022 - 06.2023
  • Have been managing direct responsibilities of operations processes, planning, performance improvement, automation in various tasks. Working closely with warehouse, logistics, sourcing, category-review and rating, marketing, customer experience teams. Ensuring all business functions are in line with company's strategic goals.
  • Heading the Customer service Team of 15-20 members, training them on speaking, handling queries, resolving issues.
  • Working on refunds, returns of products from various portals. Handling the productivity of the team in terms of taking incoming calls, order confirmations, replying to emails, chats in various portals.
  • Managing outsourced sales team, taking care of sales performance.
  • Managing a diverse team of 'sales, logistic & customer support' of 100+ agents working across 2-3 outsource partners.

Assistant Manager

Ingenicx
02.2022 - 07.2022
  • Driving C-Sat & Quality score by designing various project & initiatives.
  • As per business agreement driving FTE KPI (Login hours).
  • Preparing Roster and planning the Capacity for the process to ensure proper staffing as per the requirement.
  • Scheduling new hire training batches as per capacity planned and requirement.
  • Proper People management for excellent delivery of Shrinkage, Attrition & required staffing.
  • Co-ordinate with the various departments in the organization to ensure operational requirements are efficiently met.
  • Monitoring the executives to identify the areas where they need improvement and coordinating with the Training and Quality Team to develop specific modules for such areas.
  • Managing and attending clients along with Business Reviews.
  • Sharing previous day APR & performance achievement on daily basis with team associates.
  • Escalating the merchant's issues, VOC to client on daily basis.
  • Preparing & sharing ACPT analysis tracker with internal and external team.

Team Leader

Ebixcash
03.2021 - 09.2021
  • Driving C-Sat & Quality score by designing various project & initiatives.
  • As per business agreement driving FTE KPI (Login hours).
  • Preparing Roster and planning the Capacity for the process to ensure proper staffing as per the requirement.
  • Scheduling new hire training batches as per capacity planned and requirement.
  • Proper People management for excellent delivery of Shrinkage, Attrition & required staffing.
  • Co-ordinate with the various departments in the organization to ensure operational requirements are efficiently met.
  • Monitoring the executives to identify the areas where they need improvement and coordinating with the Training and Quality Team to develop specific modules for such areas.
  • Managing and attending clients along with Business Reviews.
  • Sharing previous day APR & performance achievement on daily basis with team associates.
  • Escalating the merchant's issues, VOC to client on daily basis.
  • Preparing & sharing ACPT analysis tracker with internal and external team.
  • Daily monitoring of the chat to intact the Quality Score & sales no.

Team Leader

Tech Mahindra
09.2017 - 08.2020
  • Handled OYO Inbound Process (CS & SALES).
  • Handled 28 associates team for IB Sales campaign.
  • Tracking team shrinkage on daily basis & next day planning.
  • Maintaining Dashboard on process level (CPA/Booking Conversion report).
  • Sharing previous day APR & performance achievement on daily basis with team associates.
  • Monthly/weekly team roster planning.
  • Escalating the customer issues, booking issues & VOC to client on daily basis.
  • Team Session on daily basis for BQM team members.
  • Daily monitoring of the call to intact the Quality Score & sales no.
  • Attending External and Internal Call Calibration.

Education

Graduate -

Singhania University

12th - undefined

U.P Board
Noida, U.P

10th - undefined

U.P Board
Noida, U.P

Skills

MS-Office

Attainments


  • Twice awarded the 'Machte Raho' Award by Snapdeal for excellence in team managementSeason Winner - Winter Premier League and Summer super kings by OYO among 4 Centers in 2018.
  • Received appreciation certificate PAT ON Back as Best Team Leader by TechM.
  • Received appreciation certificate PAT ON Back as Best SME by TechM.
  • Received appreciation certificate ASSOCIATE OF THE MONTH as Best Associate by TechM.
  • Rewarded as Quality Champ for three times by TechM.
  • Rewarded as a best TL for the month of Oct, Dec'20 & Jan'21 by TechM.

Personal Information

  • Father's Name: Mr. Mithlesh Pandey
  • Date of Birth: 11/06/97
  • Marital Status: Single

Timeline

Team Leader

Snapdeal Limited
06.2023 - Current

Noise-Process Lead

NEXXBASE Marketing Pvt. Ltd.
09.2022 - 06.2023

Assistant Manager

Ingenicx
02.2022 - 07.2022

Team Leader

Ebixcash
03.2021 - 09.2021

Team Leader

Tech Mahindra
09.2017 - 08.2020

12th - undefined

U.P Board

10th - undefined

U.P Board

Graduate -

Singhania University

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Sachin PandeyCustomer Experience Lead