Jaya Pandey in.linkedin.

com/in/jayap
+91-882666 0000 | jaya_pandey@hotmail.com | Gurgaon, Haryana

CUSTOMER SUPPORT, SERVICE QUALITY & VENDOR MANAGEMENT – SOUTH ASIA

Career Objective: Expand my leadership responsibilities, improve organizational ability to exceed corporate goals and help honor all
long-term commitments made to key stakeholders (customers, shareholders and communities)

Core Competencies
Vendor Management
Vendor Management  12+ yrs of experience in Customer Service, Quality & Vendor Management
 Proven engagement skills and ability to influence global stakeholders
Six Sigma Green Belt
Six Sigma Green Belt  Excellent customer management skills
Customer Satisfaction  Systematic problem solving and decision making capability
Customer Satisfaction
 Managing customer support strategy for multicultural regional environment
Service Delivery++  Process automation , Budget Planning, Cost reduction mechanism implementation
Service Delivery++
 Result oriented implementation of CTQ (Critical to Quality) / CTP (Critical to Process)
Outsourcing, Off shoring targets to drive process excellence
Outsourcing, Off shoring
 Excellent vendor negotiation skills, ensuring contractual adherence and maintaining
Operations Management
Operations Management audit compliance
Business Improvements
Business Improvements

Career Contour
Nov 2015 to Date [2 Years 9 month] || Reliance Jio Infocomm, Gurgaon, India

Achievements
 Awarded exceptional contribution certificate in achieving 1 million customers in Delhi NCR Mobile Business

Accountabilities as Sr. Manager- Customer Service Delivery (Quality)- Delhi NCR:

 As part of driving Service Quality, primary focus is on designing and establishing quality approach for Reliance Jio. This would
involve process audits, mystery visits, feedback management and NPS for the circle to name a few.
 Monitor and publish variance against set service SLAs / TATs and immediate escalation for any quality deficits and short falls in
performance.
 Driving project along with Service Operations team on call elimination and increasing penetration of self care.
 Publishing Reports on periodic assessments on quality parameters
 Detractor analysis and feedback sharing with process owners to drive C-Sat and NPS across all care channels.
 Compliance of regulatory targets and execution of audits at physical touch points as per plan
 Overall responsible of delivery of customer care activities across physical touch points (retail stores), Public WIFI hotspots and
distributor contact Points
 Monitor and publish variance against set service SLAs / TATs and immediate escalation for any quality deficits and short falls in
performance
 Handling the Customer Service Operations Center (CS-OC) for the state to manage and resolve operational issues and
escalations within the stipulated TAT.
 Execution of quality / Process audits across various sub – Functions to ensure promised customer experience across all care
channels including retail stores and Jio Centers.
 Supporting state leadership team on ad-hoc projects from time to time such as potential identification and recommendation of
service touch points basis existing inputs.
 Core member of the business launch war-room: directly interface with all the functions and geographies.

Oct 2006 to Nov 2012 [6 Years 1 month] || Motorola Mobility, Gurgaon, India
Growth Path:
Customer Care Vendor Operations Manager-South East & South West Asia Aug’09 – Nov’12
Customer Care Operations Manager, Region- South West Asia Oct’06 – Aug’09

Achievements
 Bagged 2 Bravo Awards in recognition and appreciation of exceptional contribution to Mobile Devices Customer Service
Business
 Motorola Customer support was rated among one of the best across industry for maintaining minimum wait time for the
customers on helpline in ‘08
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 Implemented process automation to save USD 50,000 using Six Sigma Green Belt methodology
 Implemented RNT (RightNow) CRM(customer relationship management) technology across all regional call centers

Accountabilities as Customer Services Vendor Operations Manager-South Asia:

 Managed outsourced vendors for South Asia (India, Singapore, Malaysia, Philippines, Australia, New Zealand, Thailand, Vietnam
and Indonesia)
 Experienced in negotiating contracts with various vendors and ensure adherence to all global compliance
 Created and implemented standard tools and processes across a large and globally diverse organization
 Captured and articulated the voice of customer (VoC) and actionable market insights to the appropriate business/ segment
stakeholder
 Identified opportunities and initiate process improvements in customer service to address current issues and make a positive
impact on critical KPI’s (Key performance Indicators) like CSAT (Customer Satisfaction), FCR (First Call Resolution)
 Contributed to company’s market share to increase sales leads by focusing on customer WoW scenarios and leverage Customer
Service assets to drive sales revenue through sales lead generation campaigns
 Implemented offshore, near-shore, or other low-cost sourcing alternatives to achieve delivery and cost objectives
 Managed call forecasting, resource planning and budget management for all delivery centers to meet or exceed CPC (cost per
call) & CPU (Cost per Unit) Targets
 Ensuring diversity of revenue and margin-contributing accounts, by new acquisition, lead generation, upselling, cross-selling
products to the existing customers.
 Responsible for managing and improving customer experience at all customer touchpoints including Service centers across
South Asia.
Accountabilities as Customer Care Operations Manager, South West Asia:
 Ensured contractual relationships adherence and timely renewals
 Monitored service standards and analyzed performance results
 Monitored the support content on the web support pages at Motorola website for India.
 Reviewed and verified the submitted invoices and processing them for payments.
 Ensured appropriate support documentation is in place and that the process complies with quality requirements.
 Facilitated a business review process with senior management in order to review performance of call centre activities, and
amend directional requirements and targets as appropriate.
 Published training/compliance dashboards and reports on a monthly basis, ensuring all internal process metrics with nil defects
 Improved customer-satisfaction ratings through suggestion, development, and implementation of new practices (Appreciation
Scheme)

Aug 2003 to Sep 2006 [3 Years 1 month] || Bharti Airtel Ltd., New Delhi
Growth Path:
Team Leader: AES (Airtel Enterprise Services) Team Oct’04 – Sep’06
Member of Caretouch, AIRTEL – UP (East) May’04 – Oct’04
Officer – Customer Services, Delhi Aug’03 – May’04

Achievements:
 Bagged appreciations for maintaining 4 hrs TAT (turn around time) for Platinum Customers of Airtel Enterprise Services across
India
 Received the award for the Best Team management and leadership
 Instrumental in laying out design structure & development of e-mail tracking system

Accountabilities as Team Leader: Query Resolution Team:

 Monitored agent performance along with ensuring SLA adherence in CSD function including service activation.
 Analyzed customer complaints and initiated a reduction in complaints in coordination with other Departments
 Compiled MIS reports & Dashboard and sharing information with other departments in Customer Care
 Participated in the Best Practices of SIX SIGMA-“Speed First, Quality always”
Accountabilities as Member of Caretouch:
 Provided online co-ordination with the technical and backend staff for online resolution of customer complaints
 Kept track of all customer interaction with the help of e-CRM (customer relationship management) software
Accountabilities as Officer – Customer Services:
 Responsible for up selling of services to the customers for revenue enhancement.
 Resolved and handled upset and angry customers with patience and poise and ensuring correct and timely solutions
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Projects Undertaken

Project: RightNow CRM deployment for South Asia call centers

Details: Deployment of RightNow CRM technology across vendor sites to bring efficiency in the data channel at call center.

Project: Sig Sigma Green Belt Project for Call Deflection to Lower Cost Channel (USD 50,000 Saving)
Details: Deflection of voice calls to a low cost channel to reduce cost but maintain/ grow customer satisfaction.

Project: MMS- Mail Management Software

Details: Requirement discussion, testing, implementing and following post Implementation activity of testing; also
performing report discussion & format creation.

Academia: B.Sc (Computer Science) from Delhi University (2001-04)

IT Skills
Language: C, JAVA, HTML
Operating Systems: Windows, DOS, UNIX
Package: MS Office, Adobe Photoshop, Adobe Illustrator
Personal Dossier

Date of Birth: 15th September 1983

Languages Proficiency English, Hindi
Marital Status Married
Current Address: 12A03, Tower K, The Palm Drive, Sector - 66, Gurgaon-122018, Haryana