Shubham Pandey

• Led a team of 25–30 operations professionals delivering end-to-end customer support services, consistently achieving SLA and KPI targets including CSAT, FCR, and productivity benchmarks
• Developed and implemented operational strategies to improve process efficiency, eliminate bottlenecks, and optimize overall team productivity across high-volume contact center environments
• Led workforce planning and resource allocation, ensuring optimal staffing levels, balanced workload distribution, and improved service delivery efficiency
• Implemented continuous improvement initiatives that targeted reduction of TAT, improvement of first-contact resolution, and enhancement of customer experience metrics
• Monitored real-time operations and proactively managed service levels, queue health, and workforce adherence to maintain operational stability during peak volumes
• Managed complex escalations, collaborating with product, compliance, and stakeholders to resolve critical operational and customer-impacting issues in a timely manner
• Analyzed key operational metrics including ticket volumes, resolution time, productivity ratios, backlog trends, and compliance scores to identify performance gaps and implement corrective action plans
• Directed performance management initiatives, including coaching, performance reviews, and capability development programs that enhanced agent productivity and service quality
• Partnered with cross-functional teams (operations, quality, training, product, and compliance) to align service delivery with organizational goals and strategic initiatives
• Ensured strict adherence to regulatory requirements, internal SOPs, and audit compliance standards, maintaining full operational governance and readiness for internal audits

• Provided subject matter expertise during meetings with senior leadership to discuss opportunities and challenges.
• Developed and delivered training sessions for new team members on Google device features and service excellence, enhancing onboarding experience.
• Collaborated with cross-functional teams to improve product knowledge and develop comprehensive training resources.
• Analyzed customer feedback to identify trends, guiding product development strategies.
• Managed customer inquiries, ensuring timely resolutions while maintaining high service standards.
• Maintained positive relationships with staff and management to foster teamwork.
• Oversaw quality control processes, identifying and addressing inconsistencies and malfunctions to ensure product reliability.

Resolved escalations within SLA, ensuring minimal regulatory exposure and high customer satisfaction

• Managed high-priority customer escalations, ensuring swift resolution and customer retention
• Mentored Tier 1 agents on escalation handling and customer communication best practices, enhancing team confidence and effectiveness
• Monitored customer satisfaction scores consistently, identifying trends to inform service improvements

• Resolved cellular and telecom queries for Sprint Mobile, achieving high first contact resolution rates.
• Assisted customers by addressing inquiries and resolving issues, contributing to overall customer satisfaction.
• Provided product information and recommendations, leading to improved customer satisfaction ratings.
• Enhanced promoter scores through delivery of exceptional service and support.