Om Prakash Pandey
@omprakashpandey
Customer Operations Expert at Teleperformance supporting HM Passport Office, resolving complex cases and improving response times by up to 20%.
NepalWhat I'm looking for
At Teleperformance, I support HM Passport Office customers across calls, email, and web chat. I resolve complex and sensitive cases, maintain 95%+ SLA adherence, and have reduced response and resolution times by up to 20% through case prioritisation and workflow optimisation.
I also support colleagues as a subject matter expert and contribute to process improvements. My work includes appointment changes, interviews, assisted digital services, and phone payments through Trust Payments, while maintaining GDPR compliance.
Previously, at Arghakhanchi Cement Ltd and Shakti Minerals Pvt. Ltd, I managed operations, improved processes, and developed client relationships. I hold an MBA in Leadership and am seeking a remote Customer Support, Customer Success, or Customer Operations role based in Nepal.
Experience
Work history, roles, and key accomplishments
Handle customer operations across calls, email and web chat within a regulated government service environment. Consistently achieve 95%+ SLA adherence while resolving complex and sensitive customer cases.
Healthcare Assistant
Flexible Healthcare One Solutions Ltd
Dec 2024 - Dec 2025 (1 year)
Delivered person-centred support while maintaining safety, wellbeing and service standards. Monitored client conditions and reported changes to clinical staff.
Room Attendant
Hotel Care – citizenM Glasgow
Jun 2024 - Jul 2025 (1 year 1 month)
Maintained high operational standards and customer satisfaction in a fast-paced hospitality environment. Supported inventory management and quality-control processes.
Assistant Manager – Operations
Arghakhanchi Cement Ltd
Sep 2018 - Mar 2024 (5 years 6 months)
Led cross-functional teams across production and sales operations. Managed projects focused on operational efficiency and cost reduction.
Assistant Manager
Shakti Minerals Pvt. Ltd
Apr 2014 - Aug 2018 (4 years 4 months)
Managed daily operations and implemented process improvements. Developed client relationships to improve customer satisfaction.
Education
Degrees, certifications, and relevant coursework
University of the West of Scotland
MBA, Leadership
2024 - 2025
MBA in Leadership with relevant areas including Strategic Management, Leadership, and Organisational Behaviour.
University of Delhi
Bachelor of Business Administration, Business Administration
2010 - 2013
Bachelor of Business Administration (BBA) degree from the University of Delhi.
University of Cambridge
GCE A Level, General
GCE A Level from the University of Cambridge.
Tech stack
Software and tools used professionally
Availability
Location
NepalAuthorized to work in
Salary expectations
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