Service delivery Manager
Resume:
CURRICULAM VITAE
Pulak Pandey
Lookerganj,
Prayagraj-220011
Mob: +91-959*******
E-mail: addnly@r.postjobfree.com
Self-Appraisal:
Highly energetic
Self-confidant and creative to come up with solutions and make it work.
Ability to work in High Stress and fast-paced environments.
Dedicated and self-motivated team member.
PROFILE SUMMARY
• Offering 10 years of experience in Operations Management & Support, Process Management and Service Delivery, Possess strong communication and leadership skills.
• Expertise in Operations Management with accountability of Customer Satisfaction, Process Compliance and Quality Management
• Spearheaded project operations and stabilizing processes for smooth operations; steered process improvement initiatives to achieve maximum efficiency in various operations
• Deft in delivery of Managed Services in adherence with set SLAs and KRAs; adept at developing procedures, service standards and effective control measures to reduce costs. CORE COMPETENCIES
• Steered efforts to improve processes, identify strengths/weaknesses and implement company policies
/standards /changes in operations and systems for productivity optimization
• Reviewing, managing and taking customer satisfaction survey feedback
• Managing complete day-to-day operations with accountability of systematic identification & categorisation of resources and development of effective plans for achievements of SLA & quality norms
• Serving as end point of contact for customer escalations; developing essential business service offerings and building customer relationships to accelerate growth; addressing client priorities through keen customer centric approach thereby attaining client delight and high compliance scores.
• Presenting various weekly/monthly/quarterly MIS reports on processes and productivity. 1. ORGANISATIONAL EXPERIENCE
• Growth Path: Joined as Customer support Eng. and currently working as Branch Manager. DATE (FROM: TO)
COMPANY
POSITION
July 2013 to Till Date AFORESERVE.COM.LTD.
SERVICE DELIVERY MANAGER
(Branch Ops.) for HP Project.
SEP 2009 TO June 2013 TVS-E
1.REGIONAL LEADER
(PARTNER MANAGEMENT- UP)
2.RC & SLC.
JUNE 2008 TO SEP 2009 ALLIED DIGITAL SERVICES LTD
SR. CUSTOMER SUPPORT
ENGINEER
1.AFORESERVE .COM LTD. (BRANCH MANAGER) (JULY 2013 TO TILL DATE) Working as Service Delivery Branch Manager (Allahabad ) in HP OPERATION Role:
Managed 25 employees for HP Field Service Delivery - Engineering Department
Involved in:
Directing and motivating employees
Coordinating customers for providing HP support
Successfully increased productivity while managing corporate wide headcount reduction
Coordinated daily operational service delivery
Served as a focal point for handling operations escalations for HP customer
Evaluated, tracked & deployed workload drivers for adequate shift cover at all times
Maintaining the TAT for Open calls.
Maintaining the Part Return Efficiency for each month.
Maintaining the customer satisfaction level as per HP matrix continue by online survey feedback in the base service delivery.
Ensured that the:
New comers are put through a dedicated training program.
Operators maintain full knowledge of their metrics by providing weekly feedback Highlights:
Best BM Award – HP Awarded North2 Best Manager service delivery in June 2014.
Best SVC Award – HP Awarded Best Service Center Allahabad in Feb. 2015.
Best BM Award – HP/AFS Awarded North2 Best Branch service delivery in Feb. 2020 2.TVS ELECTRONIC LTD. (R.C. / TEAM LEADER) (SEP 2009 TO JUNE 2013) Working as Regional Leader – Partner Management (Lucknow & UP Tier-2) in Dell Project with TVS-E
Assigning tasks to Partner, Handling escalations of Team and OEM
Following up on the pending calls and taking necessary action to minimize with Partner.
Preparing various reports on daily, weekly & monthly basis and review with Partner.
Forcing to Partner to achieve all the matrix (Parts Return/CnT/CE etc.) of service delivery.
Providing Technical support to engineers. Providing Training to New Hire Eng. Working as RC & SLC (Service Level Co-ordinator) in Dell Project with TVS-E.
Checked the break fix and installation calls on web based tool named SAP.
Stellar role in allocating the calls to engineers.
Updated the activities performed by engineers on SAP.
Responsible to scheduling new calls and closing all schedule calls in SAP
Maintain the all our target which is providing by DELL
Handling all team member of UP Location.
Handling all escalated calls related hardware and software of engineers.
Providing process, soft skill & Tech skill trainings to team members as per requirement. Highlights:
Bagged Best:- Best RC Award – TVSE Awarded Best RC in North. 3. ALLIED DIGITAL PVT. LTD. (CUSTOMER SUPPORT ENGINEER IN DELL PROJECT) -JUNE 2008 SEP 2009
Responsible to maintain Dell Systems (Laptops, Desktops and Workstations).
Troubleshooting and hardware installation of Laptops and Desktops and Workstations.
Configuration & troubleshooting of E-mail clients (MS-Outlook 2000, 2003 & Outlook Express).
Working with the team in carrying out installations, upgrades, research and changes as required.
Operating system up gradation and maintenance.
EDUCATIONAL QUQLIFICATION
Qualification
Board
Institute/University
Year
MBA UPRTOU UPRTOU Perusing
Post-Graduation Kanpur University Kanpur University 2008 Graduation Kanpur University Kanpur University 2006 10+2
U.P.Board
U.P. Board
2003
PROFESSIONAL CERTIFICATIONS
• DCSE (Dell Certified System Expert)
• Microsoft Certified System Administrator (MCSA) .
• 12th Month Advance Diploma in Computer Hardware and Networking. ACHIVEMENT
• HP Awarded Best Manager in North 2.
• TVS-E Awarded Best RC in North.
PERSONAL INFORMATIONS
Date of Birth : 20 May. 1988
Marital Status : Married
Father` s Name : Late Sh. Rajesh Pandey
Nationality : Indian
Language fluency : Hindi, English
Expected CTC : Industry Standards
Date: (Pulak Pandey)
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