Pankaj Kumar
$30/hr
Data Analysis, Vendor Management, Performance Management, Data Entry & Dashboard management.
Contact-
www.linkedin.com/in/
pankajkumar06 (LinkedIn)
Top Skills
Service-Level Agreements (SLA)
Operations Administration
Adaptability and resilience
Languages
English, Hindi
Pankaj Kumar
Vice President- Operations & Client Services | Customer Experience
Strategist | Process Optimization Enthusiast | Experienced in
managing verticals of Retail, Telco, Travel & Leisure & Healthcare.
Bacolod, Western Visayas, Philippines
Summary
Over 20 years of experience with BPO Operations, successfully
coordinated the activities of various departments concerned with the
production and training. Comfortable working with people of all levels
and having a excellent approach to solving problems and developing
business processes.
Having proven people management skills with the ability to manage
performance and motivate staff on an individual and team level.
Emphasizing on improving efficiency, productivity and organizational
consistency. Now looking for a new and challenging position one
which will make best use of my existing skills and experience and
also further enhance my personal and professional development.
Experience
Supportaholic Technologies Pvt Ltd
Vice President Operations
July 2024 - Present (6 months)
Responsible for the day-to-day operations & client management. Closely
working day to day with clients as well as cross-functional partnership with
support groups such as workforce management, MIS, Quality, Training and
Analytics. Responsible for meeting program-level KPIs, client satisfaction and
financial targets.
iOPEX Technologies
Senior Program Manager
January 2024 - June 2024 (6 months)
Taguig, National Capital Region, Philippines
iQor
6 years 7 months
Senior Operations Manager
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August 2022 - December 2023 (1 year 5 months)
Bacolod, Western Visayas, Philippines
In my current role I'm managing processes, liaise with other internal teams for
purchasing, accounting, human resources, inventory, and IT.
1. Planning and oversee strategic, operational, and administrative program to
the organization within the designated functional area of focus.
2. Establishing and implementing short- and long-range organizational goals,
objectives, strategic plans, policies, and operating procedures; monitors and
evaluates programmatic and operational effectiveness, and effects changes
required for improvement.
3. Providing advice and recommendations to leadership in the development,
implementation, and evaluation of new or modified operating policies, and
procedures
4. Provide professional consultation and leadership to all staff
5. Coordinating, and implements training programs for personnel within
the organization and its components regarding the nature and application
operating policies and procedures.
6. Managing and/or provides day-to-day leadership to various technical,
professional, and/or administrative personnel engaged in specified project
activities.
7. P&L Management.
Senior Operations Manager
August 2021 - August 2022 (1 year 1 month)
Davao, Davao Region, Philippines
I was managing operations and P&L for a US healthcare account and still
handling it with two other accounts.
My daily tasks included managing processes, liaise with other internal teams
for purchasing, accounting, human resources, inventory, and IT.
Senior Operations Manager
July 2020 - August 2021 (1 year 2 months)
Davao, Davao Region, Philippines
In my existing role I’m responsible for P&L management and end to end
handling operations in Davao for 850 plus seats for my client with the added
support of an amazing team of 6 Operations Managers, over 40 supervisors
and 800 plus agents.
My client is an American multinational technology company based in Seattle,
Washington primarily focusing on e-commerce, cloud computing, digital
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streaming, and artificial intelligence. It is considered one of the Big Four
technology companies, along with Google, Apple, and Facebook. It has been
referred to as "one of the most influential economic and cultural forces in the
world" as well as the world's most valuable brand.
Senior Operations Manager
February 2019 - July 2020 (1 year 6 months)
Iloilo City
Managed a retail & consumer services P&L for a US based client engaged in
Pest/ Termite control services.
My client is one of the largest pest control companies in the world, operating
in 47 states in the United States and 22 countries around the world. It is a
subsidiary of ServiceMaster Global Holdings, Inc. with their headquarters
located in Memphis, Tennessee, U.S. They have in Revenue $1.45 billion
(2015) & 8500 employees.
In my current role as senior manager operations, I've successfully transitioned
their first ever offshore call center work in Iloilo and have built up the team
from the scratch. I spearhead a team of result driven, motivated, high class
professionals including 2 OMs, 6 RTAs, 15 supervisors, 6 QAs and 4 trainers
along with a T&Q supervisor.
Written and verbal communications are two of my strongest areas of expertise.
Through my years of experience in call center industry, I have perfected my
skills in TELCO customer services, first party collections, credit card & billing
services, people management & engagement and leading a team.
Manager Operations
June 2017 - January 2019 (1 year 8 months)
Region VI - Western Visayas, Philippines
Managed a cluster of up to 150 agents plus supervisors actively involved in
providing the best customer services for US customers for a prepaid TELCO
Giant.
Our client is a prepaid wireless service in the United States that is part of TMobile US, Inc.. We provide nationwide talk, text, and data depending on
the plan services using GSM, HSPA, HSPA+ and 4G LTE networks. We
previously operated the sixth largest mobile telecommunications network in
the United States using code division multiple access (CDMA) technology. Our
legacy CDMA network was decommissioned on June 21, 2015.
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In my current role I've been successfully able to increase the revenue for the
site from $6.5M to $9.1M per year by actively managing the CRT of the site.
Additionally, we are on our ramp up stage in growing our site from the present
headcount of 600 plus to targeted 1200 by Q4 of this year.
Eli India
Senior Operations Manager
July 2015 - February 2016 (8 months)
Lead & manage complete operations for a team of supervisors & agents
handling customer care & billings as well as first and third party collections.
Review the key strategy, processes and procedures for the departments
Ensuring all processes and strategies are executed with conformance to
global, regional and country policies
Ensure target settings are in line with Plan
Contribute and support all collections strategies, best practices and incentive
plan rollouts
Be responsible for the usage and upgrades of all related systems
Drives creation of staffing plans, schedules, quality initiatives, process
change initiatives, and other Change initiatives to enable their Functional Area
and ultimately to meet and exceed Business Plan. Sets / clarifies requirements
and expectations for Team Leaders.
Measures performance provides feedback, and hold Team Leaders
accountable for their performance and the performance of their teams/
departments.
Supervise and/or conduct cross-trains and up-trains at the request of Client
Services.
Hold team meetings on a regular basis with the direct reports
Ensure process operates efficiently according to client and company
measures Be directly responsible towards fostering the development of your
team by motivating them and ensuring career advancement and a longlasting and fruitful relationship of the team with the Company through timely &
constructive feedback and counseling
iQor
7 years 1 month
Assistant Vice President Operations & Training
March 2013 - June 2015 (2 years 4 months)
Region III - Central Luzon, Philippines
Responsible for ensuring that the P&L & portfolio operations run smoothly
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Managing a portfolio of Canadian Telecom giant “BELL” with 150 agents, 12
TL’s, 1 Sr. TL, 3 QA’s & liaise with WFM team
Coming up with 'on the spot’ solutions to customer complaints or general
problems.
Setting targets and expectations for the shift.
Effectively managing both supervisors and junior staff.
Contributing in any way possible to projects.
Carrying out regular staff appraisals and confronting under performers.
Maintaining tight operational and financial control of the call center.
Representing iQor in weekly, monthly & quarterly business reviews
Identifying employee skill gaps.
Managing staff attendance and timekeeping in the department.
Completing system audits and analyses.
Driving campaigns forward.
Dealing with complex customer complaints or enquiries.
Holding regular team meetings.
Assistant Vice President Operations & Training
June 2008 - March 2013 (4 years 10 months)
Making sure that calls are answered by staff within agreed time scales and in
an appropriate manner.
Setting call center and customer service targets.
Coaching, and motivating people at pace.
Randomly monitoring calls to ensure that standards are high.
Managing information and statistics.
Managing staff bonus, reward and incentive schemes.
Ensuring that all staff is kept informed of legislation, new working practices
and technological changes.
Keeping a close eye on staff turnover, absenteeism and overtime.
Managing a large team of staff from diverse backgrounds.
Attending weekly meeting to review progress and any problems.
Barclays Shared Services
Team Leader
June 2007 - April 2008 (11 months)
Creating an environment that recognizes initiative and encourages
ownership
Driving quality and performance to consistently deliver for our customers &
meet our regulatory requirements
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Coaching team and feeding back with honest, constructive feedback to
support individual and overall development
Clearly communicating business objectives to the team – ensuring that
everyone knows not only their role, but the bigger picture
Building a culture that encourages continuous improvement, utilizing new
information and technologies to give our customers the best experience
possible.
IBM
Assistant Manager IBM Global Services
2004 - 2007 (3 years)
Managing a team of 20 to 25 FTE's
Client/Customer/People Management
Drive Performance in the team to meet targets
Manage the daily team activities and ensure the daily operations run
smoothly.
Drive Team adherence and manage monthly scheduling.
Handling Escalations
Manage key business metrics like SLA's and CSAT
Run reports & conduct a thorough analysis of SLA misses.
Drive Continuous Improvement in the team along with metrics improvement
Generate dashboard and scorecards for the Team for review.
Performance management and appraisals for the entire Team.
Weekly Reviews to the Management on key deliverables.
One-One with the team and scheduled Monthly Team meetings.
Feedback and Coaching
Knowledge management for the team and quality control
Responsible for people/employee career development
Education
Kendriya Vidyalaya
B.SC, Physics, Chemistry, Maths · (1997 - 2000)
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