Looking for a job

shailesh pandey

@shaileshpandey1

Key Account Manager at MachineMax India, managing ₹6+ Crores in annual customer accounts and reducing escalations by 30%.

India

Message

What I'm looking for

I'm open to fully remote, asynchronous roles.

At MachineMax India Pvt Ltd, I managed enterprise accounts generating ₹6+ Crores in annual revenue across onboarding, adoption, renewals, and issue resolution. I achieved a 98% customer satisfaction score and reduced escalations by 30% by introducing structured service management processes.

Earlier, I supported Optus Australia customers with network and connectivity issues at Convergys India Services Pvt Ltd, and resolved account and payment disputes at Altisource Business Solutions Pvt Ltd. My experience also includes customer operations leadership, product operations, and technical support, working with engineering and support teams to investigate issues and improve processes.

Experience

Work history, roles, and key accomplishments

Key Account Manager

MachineMax India Pvt Ltd

Aug 2024 - Apr 2026 (1 year 8 months)

Owned the full customer lifecycle for enterprise accounts generating ₹6+ Crores in annual revenue, achieving a 98% customer satisfaction score and reducing escalations by 30%.

Customer Relationship Management SLA Management Escalation Management performance reporting Team Leadership Process Improvement

Team Lead – Customer Operations

FIS Global (Teleperformance)

Nov 2022 - Dec 2023 (1 year 1 month)

Managed daily operations and performance of a customer service team, tracking KPIs and handling escalated cases to ensure timely resolution.

Team Management KPI Tracking Escalation Handling Coaching Process Improvement

Manager – Product Operations & Customer Experience

WhiteHat Jr

Jun 2020 - Aug 2022 (2 years 2 months)

Managed product operations and customer experience initiatives in a fully remote team, coordinating with product, technology, and support teams.

Zendesk Customer Feedback Analysis Process Improvement Remote Collaboration Stakeholder Management

Service Desk Analyst

Allied Digital Services Pvt Ltd

Dec 2019 - Jun 2020 (6 months)

Provided technical support for enterprise customers, resolving hardware, software, and network incidents, and managed tickets in a ticketing system.

Technical Support Ticketing Systems Incident Management hardware troubleshooting Network Troubleshooting

Recovery Specialist

Altisource Business Solutions Pvt Ltd

Feb 2018 - Dec 2019 (1 year 10 months)

Resolved customer account and payment disputes, negotiated payment arrangements, and maintained accurate customer records and reporting.

Dispute Resolution Payment Negotiation Client Communication Record keeping Reporting

Senior Technical Support Officer

Convergys India Services Pvt Ltd

Jun 2011 - Dec 2017 (6 years 6 months)

Provided advanced technical support to Optus Australia customers, diagnosing and resolving network and connectivity issues, and coordinated with field technicians.

Technical Support Network Troubleshooting Incident Management Mentorship Client Communication