Viacom18 Media Private Limited

- Steered the helm of customer support under the guidance of the Director, delivering top-tier experiences across diverse channels (Email, Chat & Voice).
- Responsible for the smooth functioning of the entire customer support team by ensuring that best customer experience is delivered to Jio Cinema users.
- Collaborated intimately with Sprinkler, our CRM partner, to sculpt a state-of-the-art CRM tailored exclusively for our stellar customer support team.
 - Prepared Standard Operating Procedures (SOPs) to harmonize and streamline customer support operations.
- Using historical data to provide valuable insights to product, engineering, and other unit. Prepared weekly and monthly reports spotlighting the support team's impact.
- Conducted harmonious collaborations with multifarious stakeholders, including the content and engineering teams, to obliterate operational hiccups.
- Created a chatbot presence on our app and website, enabling seamless omnichannel support.
- Ensured that intricate product and pricing updates reached the contact center, guaranteeing customers received accurate information.
- Identifying issues at the very initial stage so that they can be fixed and the impact is minimal

Assistant Manager - CRM, Digital Ventures (JioCinema)

LEAD School

- Reported directly to the Head of Customer Experience, spearheading the development and execution of customer experience strategies aligned with the founders' vision.
- Led onboarding project for new school partners, optimizing their journey by identifying and addressing obstacles. This initiative significantly reduced dropout rates, leading to increased revenue. 
- Oversaw the governance and operations of the outsourced contact center & inhouse teams ensuring smooth functionality.
- Led initiatives to address escalations and complaints more effectively.
- Dedicated efforts to boost Customer Satisfaction (C-SAT) scores across all support channels.
- Proactively drove operational efficiency through automation initiatives.
- Established processes for accurate and real-time transmission of updates from the head office to the contact center.

Operations Excellence Manager - Customer Support

- Responsible for the performance of the entire outsourced customer support team. Ensuring that vendor delivers as per expectations. 
- Hiring & Training the customer support executive 
-Ensured the consistent delivery of exceptional customer experiences across a spectrum of support channels, including email, contact center, chat, WhatsApp, CRM, and BOT.
- Collaborated extensively with various stakeholders to identify and eliminate process bottlenecks, ensuring a friction-free operation.
- Provided invaluable insights to the leadership team by analyzing reports from diverse audits, such as calls, chat interactions, complaint assessments, BOT transactions, and C-SAT data, highlighting what's effective and what needs improvement.

Operations Manager - Customer Support

Tech Mahindra Business Services

Quality leader

Quality Coach

Customer Service Representative

- Good understanding of customer experience & customer support operations management
- Hired & built the entire customer support team from scratch
- Preparing reports for the leadership team 
- Contact center management 
- Customer Journey Mapping   
- NPS champion. Knows implementation of customer service strategy to improve NPS & C-SAT
- Complaints & Escalation Management
- Getting insights out of very complex journeys  
- Reducing customer effort by identifying opportunities for automation/BOT/FAQs 
- Excellent vendor management, hence driving efficiency and reducing the cost of operations

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Pankaj Pal's Linkedin Analytics

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Pankaj Pal's Linkedin Analytics