Pawanesh Kumar Email & Phone Number

Chandigarh, India

Chandigarh, India

Handling day to day operations for Florida and New York.Managing above 50 medical technicians’ availability, rostering andscheduling on daily and monthly basis.Ensuring Med Techs are getting their basic supplies beforehand toproceed with their work without any challenges.Managing training and onboarding process (Including on-jobtraining and providing real time guidance) for the Med Techs.Auditing their daily work, to verify if they are following the companynorms. We investigate the case on daily basis and report them to the seniormanagement.Providing bonus and compensation, whenever, we have a real timechallenge to make sure the job is done on time.Introduced Automation for scheduling and availability process toreduce day to day errors and ensure smooth functioning ofbusiness.Responsible for the onboarding and off-boarding process of the Medical Technicians.

Chandigarh, India

-Started working as a Senior Associate withtelecom company (AT&T Pilot Batch) where wedirectly interacted with the client on highpriority issues to deliver timely resolution.-Keep the end users informed about theirIncidents’ status at agreed intervals.-Escalate unresolved incidents to externalsupport.-Determines if an incident needs to be escalatedaccording to priority and severity of the issue.-Ensure that activities within a process are beingperformed at a high level of quality and that itmeets its associated Service Level Agreements.-Communicate clearly and effectively with endusers, network operations team to ensure quickresolution and client satisfaction.-Handling client calls on weekly basis andhelping employees towards the processimprovement.-Got an opportunity for transitioning newprocess for the organization (AT&T EnhancedTransport Services) as a SME where we used totroubleshoot DS1 and Ethernet circuits for giantenterprises.-Providing support to the team members and QA(Quality Team) to streamline the process.

Kolkata, West Bengal, India

-Started working as a senior associate (Tier 1Technical Support) with telecom company (TalkTalk UK).-Post two years got an appourtunity to work asfault manager (Tier 2 Technical Support), whereI have monitored team performanceand provided appropriate feedback to ensureindividual growth.-Imparting trainings as well as updating thebusiness and product knowledge of the team.-Got the opportunity to travel on-site (London)(United Kingdom) to learn the Telecom process(Talk-Talk, Internet service provider) to enhancethe customer service experience.-Ensuring adherence to SLAs; identifying staffingneeds and developing work plan based on workvolume.-Analysing current business processes as well asproviding suggestions for improvement.-Managing the customer centric operations &ensuring customer satisfaction and NPS byachieving delivery / service quality with clients,ensuring maximum customer satisfaction byachieving delivery & quality norms-Addressing & expediting escalations and CEOcomplaints.-Handling customer queries/escalations onpriority including reaching out to their accountmanagers proactively.-Moved to a new process - Nokia TechnologiesSupply Chain Management as an SME where weused to process (Customer purchase order,Sales order, Vendor purchase order, Shipmentsand Billing) in SAP.-Created SOPs for North America Market.

Kolkata, West Bengal, India

-Handled overseas customers for UK, US andCanada and provided technical support forvarious software products.-Provided support to our existing customers tomake sure their queries and issues are resolvedwithin the SLA.-Generated leads as a senior caller to retaincustomers.-Provided support to our existing customers tomake sure their queries and issues are resolvedwithin the SLA.-Generated leads as a senior caller to retaincustomers.

Bachelor'S Degree, Hospitality Administration/Management

Business/Commerce, General

Education record