1. PavenjitSingh Minhas
Cell: +918420461466, Email: pavansingh19@gmail.com
Address: Dunlop Estate, F/U-4 , Sahaganj , Hooghly 712104.
CustomerRelationshipManager,CustomerServiceManager,AssistantManager
Goal-driven performer in BUSINESS DEVELOPMENT, OPERATIONS MANAGEMENT CLIENT,
HANDLING & SERVICING, CUSTOMER RELATIONSHIP MANAGEMENT & TEAM MANAGEMENT
who has executed organizational assessment and capacity-building plans to achieve improved
performance benchmarks while collaborating with cross-functional staff teams, senior managers,
board members, representatives, and consultants.
To work in a challenging position for an esteemed organization that provides the best opportunities
to utilize my talent and leadership skills for professional and personal development. Motivated
achiever who is recognized for combining program excellence, integrity, and innovation with best
practices and disciplined attention to achieving immediate and long-term goals and objectives
Professional Summary
• A seasoned professional with Almost 5 years of experience in Operations Management,
Process Management, Customer Relationship Management, Outlier Management & Team
Management
• Provenskills in managing teams in Telecom domains
• An effective communicator with excellent relationship building & interpersonal skills.
Strong analytical, problem solving & organizational abilities
Professional Experience
Wipro BPO Ltd, India 22nd
Assistant Manager - UK-Based Internet Service Provider Customer ServiceProcess
PositionsHeld:
Acting Operations Manager : November 5th till date
Assistant Manager : Aug 4th, 2015 till Nov 5th, 2015
Team Leader : June 14th, 2013 till Aug 4th, 2015
CCP (VoiceProcess) : July 22nd 2011 till 14th June 2013
Responsibilities:
• Responsible for managing team of 60 associates, with 4 Team leads and 5 SME reporting
directly to me
• Ensuring commercial targets are met
• Ensuring no-penalty situation so that profitability is not impacted negatively
• Support service delivery teams - onsite - in process stabilization
• Handling end to end functioning of the business, including hiring, staffing, client interaction,
risk management.
• Service Delivery efficiency,knowledgemanagement
• Process standardization in Tech support Domain
• Key driver for achievement of revenue and margins; internal & external reporting
• Work with multiple functions, i.e. Finance, Corporate Logistics, HR, Admin etc to meet
customer needs with a focuson business process improvement and customer relations

2. • Handling and leading client interactions on behalf of the site
• Mentoring new Team Leads in their role
• Strategically planning and scheduling trainings for employee development within the process
liaising with the Strategic Leadership Development team
• Compile and analyze statistical data relative to productivity and communicate with
management regularly regarding apparent trends in relation to the team/queue
• Outlier management and new hire induction, orientation and converting them into BAU
• Managing BCP situations for the floor
Education, Affiliations & Continuing Development Coursework
BurdwanUniversity,India
Graduationwith a Bachelor in Commerce (Accountancy Honors) - 2010.
Initiatives:
• Leading Vitality trainings knowledge management for site
• Core team member of the C-sat Improvement Projectin Kolkata
• Successfully completed GB project on Complaints, reduction of which was the top most priority
for the customer.
• Core participant in all Fun and Engagement related activities including R&R and Josh for
Kolkata
• Handled the Grad Bay (OJT)teams for Kolkata and improved E2E throughout from58% to 89%
• Outlier management in care bay teams and improving the throughput from 55% to 85%
Trainings:
• Operational Knowledge of Microsoft WindowsOperating System and AVAYA CMS.
• Team Leaders Readiness Program certified.
• SLD training for Effectivecoachingand feedback program.
LanguagesKnown : English, Hindi, Bengali and Punjabi .