Dev Pandey
Kolkata
Summary
Client service manager with extensive experience in relationship management, stakeholder engagement, and service delivery improvement. Achieved high service level compliance and enhanced customer satisfaction through strategic thinking and effective problem-solving. Expertise in project management, successfully leading multi-disciplinary teams to timely project completion at BT Enterprise. Former senior IT analyst at HSBC with a strong background in technical support and system performance monitoring, aiming to leverage leadership skills for organizational success and client satisfaction.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Client Service Manager
BT
Kolkata, India
08.2024 - Current
- Ensured compliance with service level agreements and contractual obligations to uphold service quality and reliability.
- Facilitated operational governance to enhance cost-effective, resilient, and customer-centric service delivery.
- Monitored operational performance across support services to drive proactive identification of issues, risks, and trends.
- Align client requirements with organisational strategic direction and transformation objectives to enhance service delivery and client satisfaction.
- Assisted in conducting service reviews to evaluate performance.
Delivered performance reports to relevant stakeholders.
Engaged with stakeholders using effective communication strategies for transparency. - Facilitated cross-functional improvements and operational initiatives through strategic service optimisation activities that elevate managed service priorities.
- Cultivated strong customer relationships to enhance satisfaction and promote organisational success.
Project Coordinator
BT Enterprise
Kolkata, India
07.2022 - 07.2024
- Developed detailed project documentation, including scope of work, project schedules, and financial reports.
- Coordinated multi-disciplinary project teams, facilitating communication and resource allocation for timely project completion.
- Liaised between project teams and clients, maintaining open lines of communication to meet project requirements.
- Led weekly project status meetings, presenting updates to stakeholders and adjusting project plans as needed.
- Implemented quality control procedures, ensuring deliverables met or exceeded client expectations.
- Managed stakeholder expectations through regular updates, reports, and presentations on project progress.
- Analysed project data to identify trends, making recommendations for process improvements to enhance efficiency.
- Cultivated relationships with external partners and service providers to support project execution.
Senior IT Analyst
HSBC
Kolkata, India
02.2014 - 09.2017
- Managed the resolution of technical issues, providing timely support to minimise downtime.
- Facilitated training sessions for staff on new software applications and technology tools.
- Assessed user feedback to identify areas for system enhancement and refinement.
- Gathered and defined user requirements for system updates.
- Contributed to the creation of user manuals and training materials to support system implementations.
- Monitored system performance to identify weaknesses, bottlenecks and inefficiencies.
Technical Support Associate
Wipro
Kolkata, India
06.2011 - 02.2014
- Responded to customer emails, calls and live chat regarding technical malfunctions and issues to fix remotely.
- Utilised diagnostic tools and software to swiftly identify the root cause of technical issues, expediting problem resolution.
- Provided technical support to customers via phone, email, and live chat, swiftly diagnosing and resolving issues.
- Diagnosed and resolved technical issues for customers via phone, email, and remote access tools, improving client satisfaction and reducing downtime.
- Maintained compliance with service-level agreements with fast, knowledgeable resolution for diverse issues.
- Conducted tactical troubleshooting to identify faults.
Education
Bachelor of Computer Application - Computer Application
Sikkim Manipal University
Kolkata, WBSkills
- Client relationship management
- Stakeholder engagement
- Project management
- Service level compliance
- Creative thinking
- Customer Service
- Customer relationship management
- Client communication
- Service delivery improvement
- Critical-thinking
- Project coordination
- Strategic thinking
- Project leadership
- Crisis management
Languages
English
Advanced
C1
Certification
- ITIL V4 Foundation Certified
Hobbies and interests
- Driving
- Travelling
- Gaming
- Music
Timeline
Client Service Manager
BT
08.2024 - Current
Project Coordinator
BT Enterprise
07.2022 - 07.2024
Senior IT Analyst
HSBC
02.2014 - 09.2017
Technical Support Associate
Wipro
06.2011 - 02.2014
Bachelor of Computer Application - Computer Application
Sikkim Manipal University