Vinod Kumar Pandey

E-Compliance Portal Support (PFRDA, India): January 2025 - Present

• Meet all client expectations in terms of service delivery to the business customer as per RFP.
• Manage Incidents and Service Request (P1, P2, P3 and P4) as per described SLA.
• Handle team of 8 resources (4 dedicated and 4 shared ) to manage IB calls and emails, providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.
• Arrange weekly PMR for service desk.
• Monthly SMR for the project.
• Prepare SMP for monthly PQI audit.

Significant highlights:

• Received annual Rise award to setup helpdesk for the customer and get their ITSM tool configured as per the requirements.
• Received Quarterly Oscar award for multiple tasks completions during the UAT and stabilization period in launching the compliance portal for the customer.
• Received Customer Delight award for getting multiple appreciations from the end portal users

UCaas Service Desk (US & Canada): November 2023 - December 2024

• Meet all SLAs derived by the client.
• Handle a team of 10 resources to provide L1 support to US and Canada based business customers on call and ticket.
• Meet AHT, follow up & Quality targets of the process.
• Arrange feedback session for any low operation CSAT received for the month.
• Prepare monthly dashboard for the client meeting.
• Arrange weekly PMR for service desk.
• Monthly SMR for the project.
• Prepare SMP for monthly PQI audit.

Significant highlights:

• Received Customer Delight award for team, for achieving CSAT of 4.69 from the client.

7 Eleven US Retail Store Service Desk as Incident Manager: September 2022 - October 2023

• Perform analysis on missed Incidents and share corrective and preventive action plan with the team and stakeholders.
• Meet FCR, ASA, AHT & Quality targets of the process.
• Arrange refresher sessions for the bottom performers of the process on weekly basis.
• Prepare monthly cost sheet for the project.
• Analysis of business-related data for any required improvement.
• Review weekly Governance PPT for service desk with customer.
• Monthly SMR for the project.

Significant highlights:

• Won COA (Certificate of Appreciation) Award in FY 2022-23, Q3 for training and mentoring new resources.

• Handled a span of 51 associates, 3 Team leaders and 4 SMEs.
• Keep a track of Team members’ performance & Attendance.
• Execute, develop and documents for Helpdesk/Service Desk.
• Perform best practices defined for each process, including updates to existing tickets.
• Organize a Monthly ‘Thank You’ session for Team motivation.
• Drive the efficiency and effectiveness of the incident management process.
• Closely track the performance of Team members who are in Bottom 10% on monthly basis and taking measures to improve them.
• Modify Operations as needed to meet Service Level Agreement under supervision of the senior management.
• Focus on continuous improvement of performance by analyzing daily results.
• Deliver high on Client Expectations and Organizations revenue targets.
• Meet Shrinkage, Attrition, AHT & Quality targets of the process.
• Manage Service operation for rendering and achieving quality service, providing first line customer support by answering queries & resolving their issues, ensuring minimum TAT.
• Assess customer feedback, evaluate areas of improvement & provide feedback to the associates on improvement and achieve customer satisfaction matrices.
• Responsible to meet the SLA targets led down by the client on monthly basis.
• Ability to guide individuals towards goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills.
• Client management & provide extensive data analysis.
• Single point of contact with the team and senior management through effective communication on key deliverables
• Take care of Entire Process (End to End) with all support Staff (Operations, Fulfillment, HR, Quality & Training)
• Responsible to send different Process related reports to Client on Daily basis with accuracy and TAT.
• Prepare Agent evaluation grades of agents on specific parameters & qualifiers on Monthly basis.
• Project: Telecom Service. Canada
• Take care of 51 CSA’s/Sr. CSA’s, 3 Team leaders and 4 SMEs.
• Meet SLAs of the process.
• Ensure Coaching and Monitoring of all the team members.
• Meet Shrinkage, Attrition, AHT & Quality targets of the process.
• Arrange refresher sessions for the bottom performers of the process on weekly basis.
• Analysis of business-related data for any required improvement.
• Quality weekly reviews with the Client.
• Significant highlights
• Won GURU Award in FY 2019-20, Q3 and FY 2016-17, Q3 and Q4 for training and mentoring new resources.
• Received ACE (Associate Consistency Excel) award in October’2018.
• Achieved Long Service Award- 10 Years in the year 2018.
• Won Best Manager Award in FY 2013-14, Q2 for outstanding team performance.
• Won Valuable Team Player Award in FY 2012-13 Q1 for excellent performance and motivating other team members.
• Trained in People Management & Performance Management with Team Lead Development Program.
• Job Profile
• Handled the team of 51 associates, 3 Team leaders and 4 SMEs
• Plan, Create, Implement and prepare checklist/report
• Data Analysis and daily MIS Report
• Weekly Review of the process with the client
• Manage end to end life cycle of ticket management process
• Monthly & Quarterly presentation.
• Client handling
• Achievement: Promoted as Quality Auditor in 2011 and as a Team leader in 2013 and then as a Group Team leader in 2020.