Abhishek Pandey

Customer Service & Operations Analyst

I am a seasoned Operations Manager with a passion for optimizing processes, driving efficiency, and delivering results. With 2 years of
experience in diverse industries, I have consistently demonstrated my ability to lead and inspire teams to achieve operational
excellence.

pandey.abhi2215@gmail.com 8004597088 351 C Mahadevpuram, Raptinagar, Gorakhpur, India

EDUCATION SKILLS
Bachelor of Technology CRM (Freshwork,Jira,Servetal)
Indraprastha Engineering College
06/2017 - 06/2021, Ghaziabad NPS, customer retention,Customer satisfaction

Intermediate and Matriculation Microsoft Excel Empathetic & courteous

St.Paul's School
04/2013 - 04/2016, Gorakhpur

WORK EXPERIENCE
Cluster Operation Manager
NuShala
01/2022 - 09/2023, Noida
Achievements/Tasks
Ensure Management and employee's full understanding of
business needs,auditing compliance,tracking progress
toward goals,and measuring analytics on P&L and ROI.
Develop and implement performance metrics and key
performance indicators (KPIs) to evaluate the performance
of each unit by 75%.
Streamlined team operations and enhanced collaboration
between supervisors, coordinators, and support staff,
resulting in a 25% decrease in average response time and a
15% improvement in customer satisfaction ratings.
Prepare regular reports and presentations for senior
management, detailing the performance and progress of
each unit or department within the cluster and cut down
paperwork by 75%.
Customer Success Executive
CredFlow
03/2021 - 12/2021, New Delhi
Achievements/Tasks
Exceeded quantitative metrics on customer
satisfation,customer retention,and inquiry volume.
Grew existing customer accounts by 29% through
exceptional customer service and effective sales techniques.
Quickly triaged incoming calls,and escalated calls when
necessary,reduing the average time to resolution by 90%.
Actively worked to display a courteous and empathetic
attitude to customers,resulting in a net promoter score over
40.
CERTIFICATES
JP Morgan Chase & Co.-Excel Skills Job Simulation
This certification demonstrates an individual's ability to efficiently
navigate Excel's features, such as data manipulation, formula creation,
pivot tables, and charting, all crucial in financial roles. It confirms one's
capability to perform complex spreadsheet tasks accurately, improving
decision-making and productivity within the finance sector. Earning this
certificate from a renowned institution like JP Morgan Chase & Co. is a
significant accomplishment.
Custom Attribution Modeling with Google Analytics
This certification validates the ability to design and implement
personalized attribution models using Google Analytics, a critical skill for
optimizing marketing strategies. It demonstrates proficiency in
evaluating the true impact of various marketing channels and
touchpoints, enabling data-driven decision-making to maximize ROI.
Earning this certificate signifies a deep understanding of customer
journey analysis, conversion tracking, and data-driven marketing
attribution, making it a valuable asset for digital marketers and analysts
seeking to enhance their career prospects and drive more effective
marketing campaigns.
LANGUAGES
English Hindi
Native or Bilingual Proficiency Native or Bilingual Proficiency
INTERESTS
Yoga Art Listening to music