Nawal Pandey
@nawalpandey
Experienced IT and BPO operations leader driving service delivery and technical support.
IndiaWhat I'm looking for
I am an IT and BPO operations manager with nine years of progressive experience in service delivery, team supervision, and technical support. I have a strong track record leading teams to resolve escalations within SLA timelines, coordinating with IT support to minimize downtime, and improving customer experience through streamlined processes.
Throughout roles at Pulse Tech Pvt Ltd, Tech Mahindra and Tata Business Support Service, I have managed end-to-end IT operations and BPO service delivery for domestic and international clients, driven quality assurance, and maintained client relationships to support operational excellence and organizational growth.
Experience
Work history, roles, and key accomplishments
IT & Operations Manager
Pulse Tech Pvt Ltd
Jan 2025 - Present (10 months)
Manage end-to-end IT operations and BPO service delivery for multiple clients, leading teams to resolve escalated technical and operational issues within SLA timelines.
TMSupervised daily BPO operations for domestic and international clients, handled escalations, and coordinated with IT support to maintain smooth technical operations and minimal downtime.
Customer Support Team Leader
Tata Business Support Service
Provided technical and process support across telecom and service sectors and improved customer experience by streamlining escalation handling procedures.
Education
Degrees, certifications, and relevant coursework
Jamshedpur Cooperative College
12th Pass, Higher Secondary Education
Completed 12th grade (higher secondary) at Jamshedpur Cooperative College, passing in 2011.
Balwin High School
10th Pass, Secondary Education
Completed 10th grade (secondary school) at Balwin High School, passing in 2009.
Cooperative College
Graduation
Graduation completed from Cooperative College (degree and year not specified).
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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