Sandip Pal
Bengaluru
Summary
Results-driven operations supervisor at PayPal with expertise in leading a 15-member team to achieve high-quality customer experiences while consistently meeting KPIs and SLAs. Proficient in managing client communications, handling escalations, and delivering timely resolutions in complex operational settings. Demonstrated ability to build effective team structures, conduct performance management, and utilize data insights to enhance efficiency and reduce contact rates.
Overview
11
11
years of professional experience
Work History
Supervisor, Customer Care
Concentrix
Bengaluru
05.2026 - Current
- Project Transitioned from PayPal to Concentrix as a part of outsourcing Agreement.
Supervisor, Customer Care
PayPal
Bengaluru
01.2022 - 05.2026
- Led and coached a 15‑member omnichannel support team handling chats, emails, and voice interactions,
ensuring consistent service quality and adherence to PayPal policies and customer experience standards. - Drove team performance using data and KPI reports, regularly analyzing productivity, quality, and customer
metrics to identify gaps, set goals, and deliver targeted coaching. - Implemented focused action plans to reduce Repeat Contacts, Transfers, and DSAT, resulting in improved
first‑contact resolution and customer satisfaction. - Conducted regular performance reviews, one-on-one coaching, and skill development sessions, aligning
individual performance with business objectives, and operational targets. - Led cross functional projects in product and process improvement, driving operational efficiency and reducing
customer friction across PayPal services. - Managed multiple improvement projects from inception to execution, coordinating stakeholders to deliver
measurable process enhancements. - Facilitated communication and alignment between operations, product, content, and training teams, fostering a collaborative environment for innovation.
Senior Solution Agent
PayPal
Bengaluru
01.2020 - 01.2022
- Facilitated resolution of high-priority escalations, including VP-level cases, to ensure customer satisfaction.
- Assisted operations team with complex issue resolution by providing guidance to reduce downtime.
- Supported management of escalation workflows by triaging urgent matters and collaborating with teams.
Catalog Associate
Amazon
Chennai, India
01.2015 - 01.2020
- Oversaw verification processes to ensure data accuracy and quality across vendor catalogues.
Conducted thorough reviews to detect anomalies and inconsistencies in product data.
Education
B.Tech - Engineering
C V Raman College of Engineering
Bhubaneswar2014
Skills
- Team Leader
- Project management
- Process improvement
- Escalation management
- Critical thinking
- Cross-functional collaboration
- Risk Analysis
- Dispute Management
- Data Analysis
- SLA & KPI Management
- Stakeholder Management
- Excel (Advanced)
- Looker (Reporting)
- Salesforce Marketing Cloud
- Qualtrics (Reporting)
- Servicenow
Languages
English
First Language
English
Proficient
C2
Timeline
Supervisor, Customer Care
Concentrix
05.2026 - Current
Supervisor, Customer Care
PayPal
01.2022 - 05.2026
Senior Solution Agent
PayPal
01.2020 - 01.2022
Catalog Associate
Amazon
01.2015 - 01.2020
B.Tech - Engineering
C V Raman College of Engineering