# shailesh pandey

shailesh pandey is a remote worker on Himalayas, Key Account Manager at MachineMax India Pvt Ltd, based in India.

Source: https://himalayas.app/@shaileshpandey1

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Key Account Manager at MachineMax India, managing ₹6+ Crores in annual customer accounts and reducing escalations by 30%.
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| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 30k+ USD |
| Job categories | Customer Support Specialist, Customer Support Manager, Customer Operations Manager, Product Operations Manager, Technical Support Specialist, Recovery Specialist |
| Skills | Key Account Management, Customer Support, Customer Operations, Customer Experience, Technical Troubleshooting, Customer Inquiry Resolution, Payment Disputes, Payment Negotiation, Account Reconciliation, Escalation Management, Incident Management, SLA Management, KPI Management, Process Improvement, performance reporting |

## What I'm looking for

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I'm open to fully remote, asynchronous roles.
```

## About

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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

### Key Account Manager

MachineMax India Pvt Ltd. Aug 2024 - Apr 2026

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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%.
```

Skills: Customer-Relationship-Management, SLA-Management, Escalation-Management, performance-reporting, Team-Leadership, Process-Improvement

### Team Lead – Customer Operations

FIS Global (Teleperformance). Nov 2022 - Dec 2023

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Managed daily operations and performance of a customer service team, tracking KPIs and handling escalated cases to ensure timely resolution.
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Skills: Team-Management, KPI-Tracking, Escalation-Handling, Coaching, Process-Improvement

### Manager – Product Operations & Customer Experience

WhiteHat Jr. Jun 2020 - Aug 2022

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Managed product operations and customer experience initiatives in a fully remote team, coordinating with product, technology, and support teams.
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Skills: Zendesk, Customer-Feedback-Analysis, Process-Improvement, Remote-Collaboration, Stakeholder-Management

### Service Desk Analyst

Allied Digital Services Pvt Ltd. Dec 2019 - Jun 2020

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Provided technical support for enterprise customers, resolving hardware, software, and network incidents, and managed tickets in a ticketing system.
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Skills: Technical-Support, Ticketing-Systems, Incident-Management, hardware-troubleshooting, Network-Troubleshooting

### Recovery Specialist

Altisource Business Solutions Pvt Ltd. Feb 2018 - Dec 2019

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Resolved customer account and payment disputes, negotiated payment arrangements, and maintained accurate customer records and reporting.
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Skills: Dispute-Resolution, Payment-Negotiation, Client-Communication, Record-keeping, Reporting

### Senior Technical Support Officer

Convergys India Services Pvt Ltd. Jun 2011 - Dec 2017

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Provided advanced technical support to Optus Australia customers, diagnosing and resolving network and connectivity issues, and coordinated with field technicians.
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Skills: Technical-Support, Network-Troubleshooting, Incident-Management, Mentorship, Client-Communication

### Sales Representative

Tulip Edge Pvt Ltd. Sep 2006 - Jun 2011

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Managed customer relationships, handled complaint resolution, and generated new business with domestic and international clients.
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Skills: Customer-Relationship-Management, Complaint-Resolution, Sales, Business-Development

## Education

### Jaipur National University

Bachelor of Science, Chemistry

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Bachelor of Science in Chemistry from Jaipur National University.
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## Tech stack

- Zendesk
- Microsoft Excel

To contact shailesh, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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