Analytics, ITIL, PMP, Marketing analytics,Service Delivery etc

Mayank Pandey

Contact: 072********; Email: **************@*****.***

Experience Summary

. Currently working with Prazas Learning India Pvt. Ltd. as Marketing

Manager after completion of Executive Management Program from Narsee

Monjee Institute of Management Studies (NMIMS), Bangalore

. Academically astute management professional offering sound experience of

6+ years in variety of roles including Operations, Marketing Management

including Service Delivery, Data Analytics,Marketing Analytics,Client

Management, Quality Management, Knowledge Management and Marketing

Management

. Current role involves Marketing Communications, Marketing Analytics,Knowledge Management, Alliances Management, Campaign Management,

Creation of Market Penetration Strategy & Organizing various contact

campaigns for Prazas through need assessment.

. Understand and identify the Segmental Requirements, perform Gap

analysis and set up the marketing plan for the activities.

. Have experience in terms of Team handling, Learning and Development and

mentoring the new joiner's.

. Professional competencies in Business Process Understanding, Client

Interaction, Technical and Operational support & documentation

. Prior experience with Convergys India & HSBC in various roles

Education

> Executive Post Graduate Diploma in Business Management (PGDBM) from

Narsee Monjee Institute of Management Studies (NMIMS), Bangalore- 2013

> B.Tech (E.C.) from BMAS Engineering College, Agra-2006

CERTIFICATE COURSES & OTHER TRAININGS ATTENDED: -

> Technical Training over Fighter Planes in HAL, Lucknow

> Summer Training in the Telecom Circle of BSNL Lucknow

> Participated in the Entrepreneurship development program

> Six Sigma Yellow Belt & Green Belt training completed

Employment

> Manager at Prazas Learning India Pvt. Ltd. from November 2013 till

present.

> Intern at PraZas Learning India Pvt. Ltd. from July 2013 till October

2013

> Team Leader Operations at Convergys India Services Pvt. Ltd. February

2011 till April 2012

> Senior Technical Support Officer at Convergys India Services Pvt. Ltd.

from July 2008 till Jan 2011

> Relationship Executive at HSBC Electronic Data Processing Private Ltd.

from July 2006 till June 2008

Work Experience

Marketing Manager at Prazas, Bangalore

Company name PraZas Learning India Pvt. Ltd.

Role/Designat Marketing Manager

ion

Duration November '13- till present

Business Area Marketing - End to end Campaign Management

Responsibilit Support the US team in Reporting,data analysis & online

ies campaigns as needed Develop and execute marketing

Campaigns, enable sales team with competitive

positioning, research insights and go-to-market

strategies.

Lead Marketing activities for Prazas focusing on schools,

communities and channel partners as well as online

Leading Collateral Planning and Design - Newsletters,

Client Presentations, Brochures, Blog Articles, Web

Content for India/US etc.

Help with data analytics on the data collected through

various campaigns to derive meaningful insights thereby

helping providing an edge.

Conducting e-mail campaigns and webinars to create brand

awareness evangelize offerings and generate leads.

Intern at PraZas: -

Company name PraZas Learning India Pvt. Ltd.

Role/Designat Marketing Intern

ion

Duration Jul'13- October '13

Business Area Marketing - End to end Campaign Management

Responsibilit Creating market penetration strategy for Tabtor

ies Organizing various contact campaigns in order to create

market awareness.

Initiating dip-study campaigns

Use of various tools and techniques required for

efficient and timely implementation of deliverables

Team Leader - Operations at Convergys: -

Company name Convergys India Services Pvt. Ltd.

Role/Designat Team Leader - Operations

ion

Duration February 2011 till April 2012

Business Area Operations - Service Delivery, Client Management, Quality

Management

Responsibilit Service Delivery: -

ies

Promoted and ensured that the customer service delivered

is of highest quality and that the standard bar continued

to be elevated as per the business plan for the year.

Maintained stringent Service levels (80% calls answered

within 20 seconds), ASA (average speed of answer), AHT

(average handle time), CSAT (customer satisfaction), and

Abandon Rate within permissible limits all across.

Ensured 100% compliance with SLA (service level

agreement) attainment and other internal guidelines as

per the Standard Operating Procedures (SOP's)

Improved on core metrics like "CSAT (from 78 to 80%) &

"AHT" (from 30 minutes to 25 minutes).

Quality Management

Continuously improved the quality of operations, products

and services so as to meet customer needs.

Participated in the yearly performance plan with the

manager based upon the Company goals and the key

accountabilities for the department.

Involved in defining training curriculums, writing

documentation, participating in system testing, and

working with Quality Assurance and Beta-Testing Team for

product releases.

Successfully implemented and brought down department CCR

(calls to cases closed ratio) from 1.37 to 1.20.

Quality Monitoring: Responsible for assisting the LOB

(line of business) in the drive towards 100% accurate

spreading, evaluation and tracking processes.

Created documentations to help improve quality and

process knowledge.

Knowledge Management

Actively involved in creating training curricula &

preparing documents

Participated in system testing, worked with quality

assurance and beta testing teams for product releases

Client Management

Worked closely with Microsoft (client) to address issues

on KPIs and adhering to the standards.

Regular interaction with the client over weekly

conference calls to understand their needs and manage

them effectively and efficiently.

Senior Technical Support Officer at Convergys: -

Company name Convergys India Services Pvt. Ltd.

Role/Designat Senior Technical Support Officer

ion

Duration July 2008 till Jan 2011

Business Area Technical Support

Responsibilit Closely worked with the Escalation Team of Microsoft

ies (Client), and provided profession level support to US

based customers that included both SOHO(small office

home-office) and corporates.

Provided subject matter expertise to the frontline agents

by working as their escalation medium

Technical assistance to customers by troubleshooting and

resolving issues in a timely manner. Acted as floor

support.

Acted as a mentor for new Joinees and was responsible to

help them go up the learning curve.

Created process documentation and assisted the training

team in developing training materials to facilitate

induction of new joinees

Substituted Team Leader on various occasions

Relationship Executive at HSBC Electronic Data Processing Private Ltd.: -

Company name HSBC Electronic Data Processing Private Ltd.

Role/Designat Relationship Executive

ion

Duration July 2006 till June 2008

Business Area Operations

Responsibilit Managed the mortgaged collections process

ies Assisted the customers in making timely payments so as to

prevent their account from getting overdue

Ensuring 100% Compliance target is met while pitching in

for collections.

Documented all calls with regards to participant inquires

accurately using Call Tracking System

Monitored Call Tracking for responses from administrative

team to facilitate the call returns being done in a

timely manner

Follow-up with the customers within a 24-hour period of

the initial phone call

Achievements

Convergys India Services Pvt. Ltd.

Recognized by Client for Going above and beyond Customer's Expectations and

Providing Exceptional Customer Service: -

> Got promoted as a Fast Tracker within 2 Years

> Took over a project in Operations to Increase Overall Performance

> Won Prizes for 100% retention of the team members

> Voted as the Star Team Leader for the Month of June 2010

> Won Award as Quarterly Champion for excellent performance and

contribution towards achievement of organizational goals for April-

June 2010

> Won the Quality Star award in the month of April 2010

HSBC Electronic Data Processing Private Ltd.

> Certificate of Recognition for the best overall performance in 2007

Additional Achievements:

> Presented papers over ITIL and PMP.

> Won 1st prize in Inter-College Non - Technical Quiz Competition.

> Won 2nd Prize in Inter College Chart Presentation.

> Participated in state Level Table Tennis Competition and represented

College.

> Participated in state Badminton Competition and represented College

Technical Skills

> Knowledge of MS-DOS, Windows 98/2000/XP/Vista/7, C/C++, Microsoft

Office 2000/Xp/2003/2006/2010, WINSPICE, MSDOS 6.22, WORDSTAR,

FoxBASE, FoxPro, Microsoft project 2003, Hub spot, Google analytics,Rjmetrics, Cognos, Mixpanel, Kissmetrics, Olark etc.

> Basic Knowledge of Windows Server, Active Directory & DNS/DHCP, SAS,

SPSS & Open stat, PeopleSoft, Navision, PMP, ITIL

Personal Information

> Marital Status: Single

> Hobby - Travelling, Photography & Playing Table Tennis[pic]

Contact this candidate