Umesh Pandiya
Senior Level Professional – Team Management, Assistant manager
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About
9 years of line management, leadership in contact centre operations providing outstanding BPO performance, servicing fortune 100 clients in healthcare, banking & telecommunication. Managed team with upwards of 20 FTE, guided team to pole positions in several champ challenger engagements, training and development. Ability to successfully manage multiple priorities and assignments.
Effective planning and organizational skills. Proven capacity to approach problems effectively and creatively. Able to direct and lead others to produce desired results. Articulate and creative, offering innovative and practical solutions.
An experienced team player, bringing enthusiasm and energy into group efforts. Possess effective presentations, verbal and written communication skills.
Experience
Sr. Team Leader – Operations at Allstate India Pvt. Ltd. (2019-07 – Present)
- Led a team of 17 claims MOIS & Core associates, driving performance and team engagement
- Resolved complex claims, ensuring compliance with company policies and industry regulations
- Streamlined claims processes, reducing handling time by 40% and increasing efficiency
- Collaborated with cross-functional teams to reduce compliance errors
- Analysing performance data, providing insights that drove operational improvements
- Aligned team goals with business objectives, contributing to department success
- Developed and delivered cross training programs, helped to absorb more work within same capacity also released 4 FTE to other work type
Team Leader – Operations at Tech Mahindra Business Services (2018-04 – 2019-07)
- Execute Action plan to meet Sales and Upgrades Target
- Managing Acquisition to retentions cycle of Customers
- Providing feedbacks to curb detractors and improvisation on Customer experience
- Daily reviews with TOM on all Major KPIs-Sales/Upgrades/NPS/Shrinkage/AHT/Schedule Adherence/Quality Score and follow improvement based on TOM review
- Managing Leakages to ensure Shrinkage targets are met
- Remote Monitoring/ Side by Side Barging for better traction on Performance
- Conducting Daily Team Briefs to educate Team members – Offers on latest products/Share over all view of previous day call listening/Detractor analysis
- Regular Call Calibration to improvise and enhance Advisor process knowledge and improvement on Call Quality
- Reviewing team performance regularly by viewing Daily Stats/Weekly Stats
- Identifying learning needs, create development Action plans with clearly defined measurable for improvements
- Track progress of plans
- Reviews and assessing impact of changes within department and other related functions / departments
- Providing necessary feedback to Process & Change Management and Stakeholders
- Check on Motivation levels and address grievances by conducting regular Team Meet
- Support, motivate staff members to achieve individual and team target
- Conducting Daily Audits to ensure Compliance is in check
Team Leader - Operations at BancTec TPS India Pvt. Ltd. (Now part of Exela Technologies) (2014-05 – 2018-04)
- Managed over $115 million in accounts receivable collectively for two major healthcare clients in the US
- Perform project support with all levels of management, non-operational personnel & staff to coordinate day to day operations, resolve problems and communicate project deliverables
- Revenue per FTE improved by 22% in 2015
- Helped BI in modifying performance dashboards & reports
- Lead client calls during monthly performance calls
- Accountable for developing and leading a team of 20 FTE, delivering best in class performance for a Leading health care and telecom clients in the US
- Rewarded team of the month 4 times
Senior Customer Service Executive at BancTec TPS India Pvt. Ltd. (A source HOV company) (2009-09 – 2014-05)
- Serviced telecom and healthcare accounts in AR management for Major US clients
- Awarded "Extra Miler Award" for exemplary performance
- Was given an opportunity to be a line trainer
Customer Service Executive at Zensar Technologies Ltd. (2008-03 – 2009-04)
- Serviced Telecom sales projects for two major Canadian clients
- Awarded best performer of the quarter
Education
BCom – Sunrise University of Distance Education (2014 – 2017)
HSC – Ascent High School (Delhi) (2006)
SSC – Ascent High School (Delhi) (2004)
