Vivek Kumar Pandey

FiveS Digital

• –Owned end-to-end processes, demonstrating accountability and strategic oversight.
• –Managed and de-escalated client issues with thorough Root Cause Analysis (RCA) reports.
• –Coordinated with clients for process requirements and identified process failure modes.

Aegis Pvt Ltd

• –Administratively managed and monitored team performance, providing coaching and mentorship.
• –Created rosters and scheduled agents based on process or client requirements.
• –Engaged with internal departments to ensure efficient query resolution within TAT.

Computer Age Management Services Ltd

• –Managed inbound and outbound activities, including abandon and escalation calls.
• –Initiated timely responses to emails, calls, and written correspondence.
• –Managed a team of 18 employees and resolved team member issues or conflicts.

Conneqt Business Solution Ltd

• –Provided end-to-end resolution for customer complaints with follow-ups.
• –Met team targets for AHT, Quality score, shrinkage, and attrition.
• –Achieved process KPIs and SLAs, audited calls, and identified training needs.

Conneqt Business Solution Ltd

• –Informed customers about new features and functionalities.
• –Followed up with customers to ensure technical issue resolution.