Open to opportunities

gaurav pandey

@gauravpandey12

Message

I lead client operations, project delivery, and customer success teams.

India

Message

What I'm looking for

I'm looking for Team Lead, Project Coordinator, PMO/Delivery Coordinator, or Operations Lead opportunities where I can improve service delivery, lead client-facing teams, manage SLA/KPI performance, and drive operational improvements.

At Transneuron Technologies, I coordinate operations across multiple client engagements, managing delivery timelines, SLA compliance, escalations, and cross-functional dependencies.

I've reduced customer escalations by 25% through KPI monitoring and corrective action, while coaching teams and improving service consistency, retention, and onboarding.

Previously at Pine Labs, I led support operations for enterprise clients and merchant partners, including a client-facing team of approximately 150 associates. I improved operational efficiency by 20% through process optimisation and cut manual reporting effort by 40% through automated Power BI reporting.

I began in Tier 2/3 technical support at Iprof India Learning, where I managed incidents, built SOPs and runbooks, mentored support staff, and helped reduce average resolution time by 25%.

Experience

Work history, roles, and key accomplishments

Current

Project Coordinator / Team Lead / Customer Success Specialist

Current

Transneuron Technologies Pvt. Ltd.

Apr 2021 - Present (5 years 5 months)

Coordinate day-to-day operations across multiple client engagements, ensuring delivery timelines, service quality and SLA compliance. Act as primary escalation point for enterprise clients and track KPI dashboards to drive corrective actions.

Project Coordination SLA KPI Tracking Escalation Management Team Leadership Customer Success Process Improvement Onboarding Training Stakeholder Coordination

Client Support & Operations Specialist

Pine Labs Pvt. Ltd.

Dec 2016 - Mar 2021 (4 years 3 months)

Led support operations for enterprise clients and merchant partners, coordinating issue resolution and service delivery. Managed a team of approximately 150 client-facing associates, driving SLA adherence and KPI achievement.

Team Leadership SLA Management KPIs MIS Reporting Power BI Process Optimization Client Management Root Cause Analysis First Call Resolution

IT Analyst & Technical Support Specialist

Iprof India Learning Pvt. Ltd.

Dec 2012 - Dec 2016 (4 years)

Provided Tier 2/3 technical support and coordinated incident resolution for internal users and business stakeholders. Managed incident tracking, escalation workflows and SLA-driven resolution across the EdTech platform.

Technical Support Incident Management Escalation Management SLA Knowledge Base Training Edtech