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Pranesh Pandey

@praneshpandey

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Operations and service delivery leader driving performance, process improvement, and CX.

India

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What I'm looking for

I seek a leadership role focused on performance management, continuous improvement, and team coaching in a collaborative, growth-oriented company.

I am a results-driven operations and service delivery leader with 11+ years of experience in BPO and customer experience management. I specialize in leading large high-performing teams, resolving escalations, and maintaining strong client relationships to deliver measurable outcomes.

Throughout my career I have driven process improvements and operational efficiencies—leading 80+ associates, reducing response and resolution times, and improving customer satisfaction and retention metrics. I routinely prepare and present business reports and translate data trends into strategic recommendations.

I combine advanced Excel and reporting skills with hands-on experience in Power BI, CRM/ticketing tools, WFM systems, and Jira/Confluence to support workforce planning, capacity management, and service delivery. I also focus on coaching and mentoring teams to sustain performance gains.

I am seeking a leadership role such as Quality Manager or Operations Manager where I can apply my skills in performance management, continuous improvement, and cross-functional collaboration to drive organizational growth and enhanced customer experience.

Experience

Work history, roles, and key accomplishments

Current

Senior Team Lead

Current

Gear Inc

Dec 2023 - Present (2 years)

Served as primary client escalation contact and led a team of 80+ associates, driving a 20% improvement in overall performance through quality, productivity, and response-time initiatives.

Operations Management Team Leadership Process Improvement Performance Monitoring Workforce Planning Stakeholder Management Project Coordination

Team Lead

Cuvesk Business Solutions Pvt. Ltd

Aug 2020 - Sep 2023 (3 years 1 month)

Generated and analyzed performance metrics and implemented process improvements that reduced response time by 25% and increased customer satisfaction by 15%.

Process Optimization Reporting KPI Tracking Workforce Planning Ticketing Systems Customer Experience Staffing

Senior Customer Care Executive

Cuvesk Business Solutions Pvt. Ltd

Mar 2017 - Jul 2020 (3 years 4 months)

Delivered high-quality customer support, escalated priority issues, and was recognized as a top performer with multiple rewards for exceeding targets.

Customer Support Escalation Management Quality Assurance Communication Problem Solving CRM Performance Improvement Recognition Programs

Customer Care Executive

Logixene Labs Pvt. Ltd

Jan 2015 - Oct 2016 (1 year 9 months)

Implemented a problem-resolution framework that reduced escalations by 50% and improved team efficiency by 30% while handling customer inquiries professionally.

Customer Service CRM Communication