Tina Pandey

As an Operations Manager at Wipro, I was responsible for overseeing and optimizing daily operations to ensure efficiency and the highest quality of service delivery. This role involved managing different projects, collaborating across multiple departments, and ensuring that operations were aligned with Wipro’s global standards and client expectations. My key responsibilities included streamlining processes, managing resources, improving operational performance through data-driven insights, and driving cost-effective solutions. Additionally, I led teams in the execution of projects, ensured adherence to deadlines and budgets, and built strong client relationships to maintain satisfaction and business growth.

• Developed and implemented strategies to maximize client satisfaction.
• Generate and share Reports on client metrics to leadership team.
• Generate and share Reports on client metrics to leadership team.
• Responsible to facilitate Project kick-off meetings, Operation and Client meetings for all the assigned clients
• Co-ordinate with project teams to develop project plan, schedule to ensure finely deliveries of milestones and objectives.
• Generate and share Reports on client metrics to leadership team.

• Supported Marriott employees for their recruitment-related issues, learning, performance, and engagement surveys.
• Training new hires and hand-holding them throughout the learning process.
• Acted as a shift lead for a team of 12 employees, managing their daily productivity, performance, and real-time operational challenges.
• Planning weekly schedules to meet SLA targets channel wise (Chat, Email and Phone) and catering employee requests
• Conducting daily huddles to share important updates and performing dipstick tests to measure knowledge retention from huddles.
• Sharing daily, weekly, and monthly reports to management and team members for client-defined SLA and KPI.
• Proactively calling out risks and challenges and suggesting workable solutions.
• Developed new SOP’s for Contact center with easy to understand process
• Identify process improvements, and ensures standard operations procedure are up to date
• Own & led Customer Care projects, transitions & new Client Implementations.
• Identify Training needs within the team, by reviewing calls with quality and communication leads.
• Responsible for creating and building Knowledge assessment for the Contact Center CCR’s
• Collaborated with Quality and Communication leads for C.A.R.E Model (Care, Accuracy, Resolution) to provide direction to the CSR on effective delivery.
• Collaborate with Tier 1 and Tier 2 team to identify process gaps, implement best practices across the center for better Customer Experience.

Supported employees of BMO for their payroll related issues

• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Excellent communication skills, both verbal and written.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.

Supported employees of Aetna for HR, payroll, time sheet and compensation

supported employees of AT&T for AE enrollment.

• Troubleshoot laptop, desktop, printer, and router software and hardware issues.
• Cross-sell and upsell services to existing customers.

• Inbound voice support for one of ISP in UK
• Troubleshoot internet connection and resolved billing related issues.