Kishor Pawar

Senior Leader with over 20 years of work experience. Proven success in optimizing Call Centre Operations, Procure to Pay (P2P), Finance operations & Shared Service Operations for fortune 500 clients. Recognized for leading cross-functional teams, improving KPIs, automating workflows, and driving measurable client satisfaction. Focused on scaling service delivery excellence and customer success transformation across global operations.

Sales and Retentions Specialist at Contactpoint360 (2026-06 – Present)

My role as a Sales and Retentions Specialist is to assist the customer with queries related to HVAC, Rental water heaters, Furnace, Water purification systems, and other products which they rent/ purchase from Enercare.

• C-Sat target met with a score of 89%
• Sales target met and exceeded (Avg. 5 target met and exceeded)
• Achieving Retentions target of 85%

Process Transformation Leader at Wipro Technologies Ltd (2024-09 – 2025-06)

• Analysed current processes and workflows using data analytics to identify improvement opportunities and drive operational value
• Redesigned and enhanced invoice approval workflows, reducing the approval cycle from 45 days to 10 days, enabling timely vendor payments and generating over $1.5M in early-payment discounts - COUPA
• Led E-Invoicing adoption among vendors, increasing portal submissions from 4% to 43% and delivering 4 FTE's in operational savings

Senior Service Delivery Lead at Concentrix Services Pvt (2022-06 – 2024-06)

• Directed onshore/offshore delivery operations, aligning KPIs and client Outcomes using calibration calls and constant supervision
• Managed key LOB's (Utility Payment, HOA Payment and Expense management) for the business
• Data Analytics and analysing historical trends on expense process helped implement and guide expense management process which resulted in reducing expense accruals from $7M to under $0.5M using CONCUR reporting through Analytics
• Revised KPIs to reflect realistic targets, improving efficiency and accuracy. Majorly done for Utility and HOA Payments processes
• Drove Leadership meeting through QBR and MBR review meetings platform ensuring key topics are addressed
• Strengthened audit readiness and client satisfaction through proactive issue resolution
• Built Tableau spend reports enabling cost control and transparency
• Managed and governed employee AMEX Corporate credit card programs

Senior Operations Manager at Accenture Solutions Pvt Ltd (2005-03 – 2020-07)

Successfully transitioned from L1 to Senior Manager role, working as Contact Centre Manager, Contract Lead, Risk and Issue Manager, Project Manager, Digital Operations and Finance, (Invoice Process & Payment, Vendor Management & Process Audit and Compliance).

• Led 150+ team member achieving 100% SLA compliance in metrics such as C-SAT, FCR, AHT, Quality, Invoice Processing & Payment, Vendor Onboarding & Process Audits
• Data analytics and payment audit helped identify duplicate/over payment for vendors
• Introduced duplicate payment identifier process which helped reduce overpayments from $1.5M to $0
• Prepared AWACS using key references from skip meetings, performance monitoring, engagement and activity dip, attendance behaviour. Implemented recognition and reward programs to attract retention which helped transform attrition from 24% to 6%
• Participated in implementation of automation and best practices techniques, reducing manual effort and boosting audit compliance
• Employee database Governance and management through Workday reporting

Earlier Roles at HDFC Bank, Tracmail, Alka Enterprises (2002 – 2005)

• Delivered sales and customer support excellence, consistently exceeding targets
• Customer Service agent resolving customer queries through web and chat

Bachelor of Commerce in Commerce – Mumbai University (2002)