Pramod Pathak

Results-driven Operations & Logistics Leader with 20+ years of experience across Road Freight Operations, Shared Services, Customer Service, and Service Delivery Management. Proven expertise in managing import, export, and cross-trade freight operations, driving SLA compliance, process optimization, stakeholder management, audit readiness, and team leadership. Recognized with the prestigious DHL Freight STAR Award (2022) for operational excellence.

Strong background in continuous improvement methodologies, automation initiatives, KPI management, and leading high-performing teams in global service environments.

Team Manager – Road Freight (Import / Export / Cross Trade) at DHL Global Forwarding Freight Shared Services (India) LLP (2019-07 – Present)

• Led end-to-end Road Freight operations (Import, Export & Cross Trade) managing 300,000 monthly shipments, achieving 98% SLA compliance and ensuring operational excellence and customer satisfaction.
• Successfully managed operational readiness and audit compliance during the 2024 Corporate Audit, resolving all observations and supporting successful closure.
• Drove Digital Transformation and Change Management initiatives covering governance, process standardization, training, skill development, automation, and virtual FTE conversion.
• Conducted Gemba Walks to identify automation and process improvement opportunities across operations.
• Managed customer escalations, stakeholder communication, and stakeholder management to maintain service standards.
• Improved process governance reducing revenue leakage by $50,000 in 2024, while minimizing claims and operational risks across all Road Freight sub-services.
• Led employee engagement, performance management, coaching, succession planning, and leadership development initiatives.
• Ensured compliance with customer requirements, customs regulations, and freight operational standards.

Team Leader – Road Freight (Import / Export / Cross Trade) at DHL Global Forwarding Freight Shared Services (India) LLP (2016-04 – 2019-06)

• Managed daily operational delivery and process stabilization activities.
• Ensured timely shipment processing and adherence to operational KPIs.
• Improved business partner satisfaction through proactive coordination and issue resolution.
• Conducted performance coaching and quality improvement initiatives.
• Supported workforce planning and service delivery optimization.

Senior Team Leader – Customer Service & Upselling at Lester Info Services Pvt. Ltd. (GuruAid – US Process) (2013-10 – 2016-04)

• Managed revenue generation and upselling performance for US-based technical support operations.
• Delivered Tier-1 KPIs including sales conversion and revenue targets.
• Managed Tier-2 KPIs including FCR, AHT, Quality, and Customer Satisfaction.
• Maintained attrition below 5% and shrinkage below 12%.
• Designed electronic process handbooks and quality frameworks to improve operational consistency.

Team Leader / Customer Service Representative – Optus Australia at Convergys India Services Pvt. Ltd. (2006-06 – 2013-10)

• Led customer service operations for a major Australian telecom client.
• Managed CSAT, NPS, VOE, CSI, FCR, and AHT performance metrics.
• Leveraged customer analytics to improve customer experience and satisfaction scores.
• Controlled attrition through coaching, workforce planning, and employee engagement initiatives.
• Collaborated directly with client stakeholders to drive process improvements.

Customer Service Representative – Mortgage Sales (USA) at Choice Connex (2005-03 – 2006-05)

• Generated qualified mortgage leads for loan officers through outbound customer engagement.
• Assisted with mentoring, escalation management, and performance tracking.
• Consistently achieved sales and lead-generation targets.

Customer Service Representative – Airtel Prepaid at Page Point Services (2004-09 – 2005-03)

• Managed inbound customer support and escalation handling.
• Served as Subject Matter Expert (SME) supporting process accuracy and customer service quality.

Post Graduate Diploma in Business Administration in Human Resources – Welingkar Institute of Management Studies (2008 – 2009)

Advanced Diploma in Business Administration – Welingkar Institute of Management Studies (2008)

Bachelor of Science in Chemistry – S.I.E.S. College of Arts, Science & Commerce (2004)