Vibha Pandey
Greater Noida
Summary
Result-oriented professional with master's in business administration specialized in HR and Marketing. 10+ years of managerial experience aligned with team management.
Experienced with leading customer service teams to ensure top-notch customer satisfaction. Utilizes strategic planning and process improvements to boost efficiency. Track record of developing team capabilities and resolving customer issues effectively.
Administrative leader offering experience prioritizing and delegating administrative tasks to drive goal achievement. Proficient in schedule coordination, resource allocation, and office supply inventory management. Dedicated to training and mentoring top talent while cultivating a productive work culture.
Dedicated telecom industry professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
10
10
years of professional experience
Work History
Customer Service Manager (CAP)
Amazon
09.2022 - Current
- Company Overview: Amazon's Concession Abuse Prevention (CAP) team works to prevent fraud and bugs in Amazon's customer service. The team also works to improve customer satisfaction and productivity.
- Creating a positive and inclusive team environment by promoting and championing teamwork and Amazon's Leadership Principles.
- Participating in talent development by identifying, supporting, and mentoring Associates.
- Using Connections scores to become a better manager to lead high performing teams.
- Received appreciation for best connection score 4.8/5 which is internal rating by team members for Manager.
- Achieved 4 internal step ups for associates with continuous team carrier development and coaching's.
- Streamlined and monitored quality programs to alleviate overdue compliance activities.
- Developed detailed plans based on broad guidance and direction.
- Developed new scripts and guidelines for team members, resulting in more consistent messaging and better overall communication with customers.
- Improved team morale by establishing recognition program for exceptional customer service.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Trained and regularly mentored associates on performance-oriented strategies and customer service techniques.
Service Center Operation Manager
OnePlus
11.2020 - 08.2022
- Company Overview: OnePlus is best known for making smartphones, TV, Accessories and officially serves 34 countries and regions around the world as of July 2018. The Exclusive Service center of OnePlus serves its customer with great luxurious experience. It provides all kind of device repair and replacement for OnePlus users.
- Ensuring the efficient and effective business operation of the Service Center.
- Holding monthly meaningful conversations with team members to discuss performance, coaching and feedback, training needs, and career discussions.
- Monitoring & driving team performance, including TAT and quality as per defined KPI's.
- Process and strategies development using Six sigma for better operation.
- Managing Team Size of 20 direct subordinates and coordinating with multiple stakeholders and partners.
- Received national appreciation for 100% Process compliance.
- Achieved 2 internal step ups with continuous team carrier development program.
- Reduced operational costing by 4%
- Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
- Controlled costs to keep business operating within budget and increase profits.
- Developed a strong company culture focused on employee engagement, collaboration, and continuous learning opportunities.
Sr. Executive Manager Store Operations
Bharti Airtel
04.2019 - 10.2020
- Company Overview: Bharti Airtel Limited, also known as Airtel, is an Indian global telecommunications company based in Delhi, India. It is the third largest mobile network operator in India and the second largest mobile network operator in the world with over 411.42 million subscribers.
- Setting Individual target of the staffs and dividing amongst them as per caliber.
- Taking daily morning meetings and training over new updates and process change.
- Conducting reviews on target vs achievement on each KPI.
- Data mining and Preparing reports on FTR, NPS and target vs achievement.
- Resolving complaints and conflicts of internal and external stakeholders.
- Ensuring Cash and process compliance is followed as per guidelines.
- Achieved 22% growth in store business on YOY target vs achievement.
- Enhanced average individual gross productivity from 19 to 43.
- Improved net promoter score from average 42 to 58%.
- Enhanced per month store revenue month on month with 5%.
- Reduced average wait time for customers from avg 13min to 8min.
- Championed change management initiatives, successfully navigating teams through transitions while minimizing disruptions to productivity.
- Ensured regulatory compliance across all aspects of the organization''s operations to mitigate risks associated with non-compliance penalties or reputational damage.
Store Manager (Retail Sales and Service)
Vodafone Mobile Services Ltd
03.2015 - 07.2018
- Company Overview: Vodafone Mobile Services Ltd provides mobile telecommunication services. The Company offers mobile internet, postpaid and prepaid calling cards, and mobile phones.
- Daily huddle with team on new product and services, Attendance and Roaster maintenance.
- Target setting and achievement tracking with sales report.
- Awarded with zonathon for topping the zonal chart in target vs achievement for 4th quarter of 2017.
- Made Store EBITDA positive with 3lacs.
- Increased walk in vs conversion by 6%
- Managed store employees successfully in fast-paced environment through proactive communication and positive feedback.
- Assisted with hiring, training and mentoring new staff members.
- Managed daily operations to ensure smooth functioning of the store, maintaining a clean, safe environment for customers and employees.
- Organized special events such as seasonal sales promotions to drive foot traffic into the store and increase sales opportunities.
- Managed inventory levels to minimize waste and ensure product availability, supporting customer satisfaction and sales efficiency.
- Streamlined store operations to reduce costs, negotiating with suppliers for better pricing and optimizing staff schedules for peak times.
Education
MBA -
Nagpur University
01.2015
B.Sc. - undefined
Nagpur University
01.2013
Skills
- Operation Management
- Six Sigma Trained
- Root Cause Analysis
- Compliance management
- Internal and external stakeholder coordination
- Escalation and conflict management
- Problem solving
- Inventory and finance Audit
- Data analysis and reporting
- Managing social media and consumer forum escalations
- Microsoft outlook, word, and Excel
- Decision-making
- Time management
- Adherence to high customer service standards
- Exceptional interpersonal communication
- Customer relationship management (CRM)
- Exceptional telephone etiquette
- Call center management
- Account management
- Staff training
- Training and coaching
- Conflict management
- Customer retention
- Quality assurance controls
- Purchasing and procurement
- Team building
Accomplishments
- Won Best Team Manager award in 2023.
- Supervised team of 25 staff members.
- Collaborated with team of 10 in the development of Surface ideas on process improvement
- Achieved 100% Managerial satisfaction by introducing Reward and recognition for staff.
Languages
English
Hindi
Marathi
Personal Information
- Passport Number: 1
- Title: Customer Service Manager
- Date of Birth: 10/04/1993
- Nationality: Indian
- Driving License: yes
Hobbies and Interests
- Travelling
- Cooking
Timeline
Customer Service Manager (CAP)
Amazon
09.2022 - Current
Service Center Operation Manager
OnePlus
11.2020 - 08.2022
Sr. Executive Manager Store Operations
Bharti Airtel
04.2019 - 10.2020
Store Manager (Retail Sales and Service)
Vodafone Mobile Services Ltd
03.2015 - 07.2018
B.Sc. - undefined
Nagpur University
MBA -
Nagpur University
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