Namrata Pandey

Operations professional with 8+ years of experience owning end-to-end process delivery, SLA governance, and daily throughput management for a large-scale, high-volume enterprise operations programme spanning 150+ locations and 2,000+ managed devices across the US and Canada. Skilled at turning manual handoffs into repeatable, measurable processes — building SOPs, governance frameworks, and delivery playbooks that keep cross-functional teams aligned and operations running to standard. Experienced in managing daily exceptions and escalations with accuracy, building operational dashboards and reports that track the metrics leadership cares about, and identifying bottlenecks to drive practical, measurable improvements.

Comfortable coordinating across distributed, multi-time-zone teams and acting as the operational link between clients, vendors, and internal delivery functions. Brings strong Excel-based reporting skills, meticulous attention to detail, and a process-first mindset suited to standing up and scaling new operating models.

Lead Analyst | Service Delivery Manager at HCL Technologies (2019-08 – Present)

Client: Xerox Corporation | Managed Print Services Programme | Fortune 500 Accounts | US and Canada

• Owned and continuously improved core operating processes and SOPs for a high-volume Managed Print Services network of 2,000+ devices across 150+ enterprise locations, ensuring consistent service quality and standardisation across sites.
• Managed daily throughput, exceptions, and escalations with accuracy — tracking and enforcing SLA/KPI adherence, consistently maintaining 98%+ compliance, while coordinating service transitions from implementation into live operations with zero disruption at go-live.
• Coordinated across internal delivery, engineering, procurement, and vendor teams to keep deliverables and SLAs on track, and built operational dashboards and customer-facing reports tracking usage trends and service performance for leadership visibility.
• Identified recurring bottlenecks and inefficiencies through QBR/MBR reviews and operational data analysis, recommending practical, measurable improvements to service delivery and client processes.
• Developed SOPs, delivery playbooks, and governance documentation that improved operational consistency, supported quality checks, reduced repeat incidents, and helped lift client satisfaction (CSAT) from 3.8 to 4.6 across a distributed enterprise portfolio.
• Acted as the primary link between enterprise clients (including Airbus Americas, Hertz Car Rental, and 7-Eleven) and internal delivery teams, owning post-sale relationships, driving root cause analysis, and coordinating bid management activities including RFQs, partner quotes, and SOW documentation.

Customer Experience Quality Operations at Amazon Go (2017-10 – 2019-08)

• Monitored operational systems and service quality for Amazon Go's AI-led cashierless retail platform — identifying defects, flagging exceptions, and coordinating with engineering teams to maintain service continuity.
• Validated system functionality through structured testing in Beta and Gamma environments, contributing feedback that improved platform stability and end-user experience.
• Maintained clear stakeholder communication throughout incident and resolution cycles, ensuring visibility and alignment across technical and operations teams.

Senior Practitioner at Concentrix (2016 – 2017)

• Delivered client support operations in a process-driven environment — recognised as Top Performer in 2016 for consistent client satisfaction and service quality.

Bachelor of Science in Information Technology – Kuvempu University (2010 – 2014)