Pankaj B PatelB-44, Flat # 702, Chintamani Society, Sector 1, Shanti Nagar, Mira Road East, Mumbai – 401107

Mobile: 9920118199Email Id – pankaj_patel86@yahoo.com

Location Preference: Mumbai

CAREER OBJECTIVE:To secure a challenging position within an organization that allows me to utilize and enhance my skills and work experience in a manner that truly offers “added value” to the Company

CAREER SKETCH: Post Graduate Diploma in Business Administration (PGDBA) from Welingkar’s Institute

(Specialization - Operations) Currently associated with Accenture Services Pvt. Ltd. since August’ 2013 as Business

Intelligence Delivery Lead (Project Manager) Having 7+ years of International BPO experience in Operations and Quality Department

(Customer Service) Having 1+ year of IT Consulting experience in Quality An effective communicator with excellent training & presentation skills. Good analytical,

problem solving & organizational abilities Domain expertise at Customer Care & Soft Sales, Quality & Project Management

EXPERIENCE:Accenture Services Pvt. Ltd - Since August’13 (Current)

Senior Project ManagerAccenture as a company is driven by high performance and high performance starts with people. Currently working for the Client Canon Europe since July’16, Managing End-to-End Digital Project Management of new Products launched in Canon EuropeWorked for Client Proctor & Gamble from August’13 to June’16, Managed US and North America Portfolio for P&G as a Business Intelligence Delivery Lead (Project Manager)

Key Deliverables Work with Product Managers and Third Party Agencies to create digital assets for the process. Control Quality, on time delivery of agreed deliverable & contribute to the company knowledge

base and process improvements Identify and manage Risks to avoid delay in creation of assets to ensure timely launch of

Products. Comprehensive project management experience in Project Initiating, Planning, Execution,

Controlling and Closures Manage New Set-ups, Changes and Issues related to reports Drive standardization and simplification in the reports delivered Deliver Quality of Service aligned with client and maintain Customer Satisfaction Vendor Management (Manage multiple Partners in E2E process) Sustain On-going user satisfaction and business engagement Prioritize, identify, asses and manage risks related to report delivery Cost Avoidance/Client Savings – Work towards avoiding cost for the business by working with

Infosys to simplify the delivery process. Analyze Adoption data and provide suggestions to the business to Update/Discontinue reports with low usage over a period of time.

Key Accomplishments Worked on RPM Skill Management Project which helped improve process knowledge of team

members and ensured that RPM’s follow the same process irrespective of their Work Location or Region that they support.

Prepared Process Flows for the RMS Team Developed a Quarterly Utilization tracker that reduced the time and effort spent by RPM’s in

updating the same.

UNBOUNDED SOLUTIONS INC - April’12 – July’13Value Chain Supervisor / Quality Supervisor

Unbounded Solutions Inc (Microsoft Gold Partner) is an IT consulting firm providing training and consulting services for SharePoint, iPhone, Documentum, Exchange, SAP, Siebel, and TIBCO practices

Key Deliverables Reviewing & managing the metrics & reporting at program level Ensuring to enhance productivity, concentrate on core business Preparing 360 degree report on technical team to understand the requirements & portray the

performance by the technical team Preparation of Business Dashboard reviewed by the Executive Team RCAs on the Performance of Consultants Management of Daily/Weekly/Monthly Interviews Report Ranking the Support team as per their performance weekly and monthly Monitoring the performance of the Consultants on Client Site Providing feedback and suggestions to improve the performance of Technical Team Preparing Trend Analysis Report to reflect the performance of each Technical Support Member Conducting Audits to ensure adherence of SOP’s Assisting Executive Team in monitoring the new consultants on project to ensure Client

Satisfaction Ensuring to enhance productivity, concentrate on core business, generate more revenue for the

company Organize, Control & Oversee the various project processes & estimating the cost (revenue for the

company), time, managing risks & issues related to the process Also controlling & over spotting the issues related to ‘recruiting’ & monitoring the trend for the

process

SERCO BPO - July’05 to March’12Trans Union - Quality Coach

Trans Union is one of the three major Credit Bureaus in USA; it’s a leading global provider of business intelligence services supported by more than 3600 employees, in more than 24 countries worldwide.

Key Deliverables as Quality Coach Responsible for conducting call and data monitors for Operations Teams and provide appropriate

feedback on their performance Attend Calibration calls with clients Prepare & analyze quality related reports and provide suggestions to bring down the error rate Establish innovative systems and procedures for handling data & reports and continuously

improvise on them Carry out trend analysis based on CSE’s performance for every batch on the floor Conduct briefings for the teams Resolve issues/ disagreements, if any with the Client Responsible for Updating Process Updates on Help Site Meet and exceed process deliverables as per the mentioned SLA’s

Key Deliverables as ‘Escalation Desk Executive’ Assisting new agents on floor and providing assistance for OJT batches Part of a project which involved in improving the performance of agents who are unable to attain

their KRO’s Assisting Irate Consumers with their Issues and giving feedback about the errors made by agents

in the team

Key Accomplishments Voice QA of the month for May’11, June’11 and July’11 I-Sparkle Award for the period July’10 to Sept’10 Best Escalation Desk Executive for the period May’10 to Sept’10 SME of the Quarter for Apr’09 to June’09 Associate Team of the Quarter for April’08 to Dec’08

WIPRO BPO AUGUST’04 – MARCH’05America Online (AOL) - Technical Support Associate

AOL is a brand company, committed to continuously innovating, growing, and investing in brands and experiences that inform, entertain, and connect the world. The Company’s business spans online content, products and services, which it offers to consumers, publishers and advertisers

Key Deliverables Assisting consumers with troubleshooting their login issues with broadband, DSL and telephone

connections and also with the features of the latest software launched in the market. Meet and exceed process deliverables as per the mentioned SLA’s

EDUCATIONAL QUALIFICATION: Post Graduate Diploma in Business Administration (PGDBA) from Welingkar Institute

(Specialization - Operations) Bachelor of Computer Applications from Chennai University in 2009 HSC (Science) from Mumbai University in 2004 SSC from Mumbai University in 2002

INTERESTS: Sports : Cricket, Volleyball & Football Listening to Music, Watching Movies (English & Bollywood)

PERSONAL DETAILS:

Marital Status: MarriedNationality: IndianDate of Birth: 06th August 1986Languages Known: English, Hindi, Marathi and GujaratiPassport No: G3886308

DECLARATION:I hereby declare that all the information furnished by me in my application and the documents submitted in support of my application are true and correct to my knowledge. I also undertake that if I am selected, I shall abide by the rules and regulations by your organization.

Pankaj

B Patel