Devendra Pandey Email & Phone Number

Gurugram, Haryana, India

1.Working on strategies to enhance customer satisfaction and resolve escalated issues promptly.2.Customer Support Leadership - Leading a team of support representatives to deliver high-quality service and timely resolution of inquiries.3. Working with data to continuously improve process efficiency.4. Keeping all operations customer centric to satisfy client needs. 5.Cross-functional Collaboration - with product, technology, and sales to ensure a seamless customer experience and achieve business aligned goals.

Gurugram, Haryana, India

1. Process Improvement: Analyzed existing operational processes and implemented enhancements to improve efficiency and effectiveness. Developed and optimized workflows to ensure smooth operations and customer satisfaction.2. People Management: Led and managed a team of customer operations professionals. Provided coaching, training, and development opportunities to team members, fostering a collaborative and high-performance work environment.3. Customer Support Oversight: Ensured timely and effective resolution of customer inquiries and issues. Monitored customer feedback to identify areas for improvement and implemented solutions to enhance the customer experience.4. Operational Strategy: Developed and executed operational strategies aligned with business objectives. Collaborated with cross-functional teams to ensure seamless service delivery and support overall business growth.5. Performance Metrics: Tracked and analyzed key performance indicators (KPIs) to assess operational performance. Utilized data-driven insights to inform decision-making and drive continuous improvement initiatives.

New Delhi, Delhi, India

As the Customer Experience Manager at BeatO, I led initiatives to enhance customer satisfaction and streamline customer support processes. My responsibilities included managing the customer support team, analyzing customer feedback, and implementing process improvements.Key Responsibilities:1. Customer Support Management: Led a team responsible for handling customer inquiries, issues, and escalations. Ensured timely and effective resolution to enhance customer satisfaction.2. RCA (Root Cause Analysis): Conducted thorough analyses to identify the root causes of recurring issues and implemented corrective actions to prevent future occurrences.3. NPS (Net Promoter Score) Analysis: Analyzed NPS data to gauge customer satisfaction and loyalty. Developed strategies to address feedback and improve the overall customer experience.4. ORM (Online Reputation Management) Queries: Managed and resolved ORM queries promptly to maintain a positive brand image and improve customer trust.5. Process Improvement: Identified and implemented process enhancements to streamline operations, reduce response times, and improve service quality.

New Delhi, Delhi, India

1. Team Leadership: Supervised the customer support team to ensure high performance and effective handling of customer inquiries and escalations.2. Process Optimization: Implemented process improvements to increase efficiency and effectiveness in customer support operations.3. Customer Feedback Analysis: Conducted analyses of customer feedback and complaints to identify areas for improvement and implement corrective actions.4. Performance Monitoring: Monitored key performance indicators (KPIs) to assess team performance and identify opportunities for further enhancement.

Gurugram, Haryana, India

As the Assistant Manager Ops at MyAdvo.in, I was responsible for managing corporate licensing requirements and coordinating with a wide network of vendors, lawyers, and CAs across India to ensure timely completion of assignments.Key Responsibilities:1. Corporate Licensing Management: Oversaw the licensing requirements for all corporate clients, ensuring compliance with regulations and timely renewal of licenses.2. Vendor Coordination: Connected and collaborated with over 100 vendors, lawyers, and CAs across India to complete assignments within specified timelines.3. Timeline Management: Ensured all tasks and projects were completed on time by effectively managing resources and schedules.4. Quality Assurance: Monitored the quality of services provided by vendors and ensured adherence to company standards and client expectations.5. Problem Solving: Addressed any issues or obstacles that arose during the assignment process, implementing solutions to keep projects on track.

Gurgaon, India

My tenure at ShopClues was marked by a strong commitment to delivering exceptional support, driving operational excellence, and fostering positive relationships with merchants, contributing significantly to the company's growth and success in the e-commerce sector.1. Merchant Support: Addressed all merchant queries related to payments, panel issues, and orders, ensuring timely resolution and smooth transactions.2. Consumer Relations: Managed consumer returns efficiently, resolving disputes and ensuring high levels of customer satisfaction.3. Order Fulfillment: Educated merchants on fulfillment procedures, enhancing their understanding and compliance with platform requirements.4. Training and Development: Conducted comprehensive panel training sessions for merchants, empowering them with in-depth knowledge of platform tools and operational best practices.5. Dispute Resolution: Effectively managed disputes arising from return orders, facilitating fair resolutions and maintaining positive relationships with merchants.6. Billing and Payments: Ensured accuracy in billing processes, making adjustments to resolve any discrepancies promptly and efficiently.7. Product Verification: Implemented rigorous verification processes to authenticate product listings, safeguarding against counterfeit items and ensuring genuine merchant offerings.8. Cross-Functional Collaboration: Collaborated closely with product teams and technical support to streamline processes, improve platform functionality, and enhance overall seller experience.9. Process Improvement: Supported initiatives to reduce customer contacts and implemented new ticketing tools, contributing to enhanced operational efficiency and customer service excellence.

B.Tech, Electronics & Communication

Higher & Secondary Education, Science, First