Pankaj Das Email and Phone Number

As an Assistant Contact Center Manager for a well-known hospitality client in the US, my primary responsibility was to oversee daily operations. This included managing controlled shrinkage, minimizing attrition rates, ensuring quality, and meeting service level targets.The key performance indicators (KPIs) I focused on were Shrinkage, Attrition, Quality, and Service Level (SL).Client KPI’s were CSAT, FCR and AHT.

As an Assistant Manager of Operations for a well-known automobile company. My role involved overseeing the planning, hiring process, training of agents and supervisors, and managing the day-to-day operations for their pilot campaign with Startek. I worked closely with different departments to address customer-related concerns and introduced new standard operating procedure (SOP) guidelines for the entire customer service operations. The key performance indicators (KPIs) were CSAT, FCR, Shrinkage, Attrition, Quality, and Service Level (SL).

As a Team Manager, my key responsibility was managing a team of CTSA's. It was IC role. Key KRAs include Rostering, Call auditing, Escalation handling and Performance management etc. Key KPIs were FCR, CSAT, SLA, AHT, NPS, Quality Scores, Shrinkage, Attrition, and Upselling revenue.Initially joined as a Senior Technical Support Advisor for the Dell Tech Concierge campaign/process. Our department provided premium technical support for various issues like booting, video, post, and hardware troubleshooting and replacement. We also offered sales of products and software/hardware support.

As an inbound tech sales executive, my role was to assist global customers with their technical issues and offer them annual/one-time paid subscriptions for their technical needs.

As a Senior Customer Service Associate in the Equifax Mortgage Solutions (EMS) campaign, I worked on edited credit reports for US consumers applying for credit with financial institutions in the US.