Pawan Kumar Ranglani is a business process lead with over 10 years of experience in customer service operations, skilled in team management and training. He has a proven track record of improving customer satisfaction, achieving performance benchmarks, and implementing effective business strategies in the BPO/KPO industry. He holds diplomas in computer applications and civil engineering and possesses Six Sigma Yellow Belt certification.

1. Pawan Kumar Ranglani
E-Mail: pawan_18580@yahoo.co.in
Phone: +91 9711897639
Address: B-47-48, 1st Floor, Mohan Garden, Uttam Nagar, New Delhi-110059
Result-oriented Professional, targeting challenging assignments in Business Process Operations / Customer Service
Operations with a growth-oriented organization of repute in BPO / KPO industry; preferably in North India
P R O F I L E S N A P S H O T
 Business Process Lead with 10 years of experience in Voice & Non-voice Process in Call Center Settings with skills in:
Customer Service Operations Team Management Training & Development
 Experienced in implementing competent business strategies to market a wide range of products; achieving pre-set
sales and profit targets
 Comprehensive experience in cementing healthy relationship with the clients for generating business and leading
workforce towards accomplishing business and corporate goals
 Skilled in managing teams to work in sync with the corporate set parameters & motivating them for achieving
business and individual goals
 Proficient in monitoring delivery of high-quality customer experience, elevating customer satisfaction, while adhering
to the SLAs and work processes and thus managing cost-effective operations
 Excellent interpersonal, communication and organizational skills with strength in team management and customer
relationship management
O R G A N I Z A T I O N A L E X P E R I E N C E
Since Nov’08 TCS, Gurgaon as Business Process Lead
Growth Path:
Nov’08 – Oct’11 Process Associate
Jan’12 – Jun’15 Senior Process Associate
Since Jul’15 Business Process Lead
Key Result Areas:
 Leading a team of 15 personnel
 Supervising operations for achieving increased growth and bottom-line profitability and initiating market
development efforts
 Conducting trainings program of the process and non-process for the new hires
 Managing service operations to render & achieve quality services; providing first line customer support by answering
queries & resolving customer’s issues for minimum TAT
 Designing & streamlining processes to ensure smooth functioning of the business operations; creating & sustaining a
dynamic environment that fosters development opportunities and motivates high performance amongst team members
 Analyzing the training needs and finding solution to problems & history of organisation regarding employee training
 Ensuring SPOK for health insurance scheme, food, transport and admin for company’s process
Highlights:
 Bagged Star Performance Award in Jan’13 for successfully completing audit tasks
 Received:
o DMOQ Award for exemplary service and successful performance in Jan’06
o Certificate of Appreciation for valuable contributions to Citi Financial Auto in 2010
 Resolved high workload of an average of 550 inquiries in any given week and consistently met performance
benchmarks in all areas (speed, accuracy, volume)
 Became the lead ‘go-to’ person for new reps and particularly challenging calls as one of the company’s primary
mentors/trainers of both new and established employees
 Contributed towards highest customer service ratings (as determined by external auditors); earned 100% marks in all
categories including communication skills, listening skills, problem resolution and politeness
 Officially commended for initiative, enthusiasm, tenacity, persuasiveness, intense customer focus and dependability in
performance evaluations
 Completed voluntary customer service training to learn ways to enhance customer satisfaction & improve productivity
 Steered productivity & delinquency optimization through a staffing & dialer strategy
 Measured employee satisfaction using methods such as Customer Satisfaction Survey and recommended inclusion of
CSAT scores in monthly scorecards to enhance efficiency levels
 Executed the Tiaa-Cref project to increase productivity of agents and contact rate for the team

2.  Ensured correct placement of training & compliance structure along with their proper documentation as a member of
the Audit Team
 Successfully implemented operational excellence plans, thereby leading to an increase in efficiency of process and
human resource over a period of years
Apr’07 – Jan’08 Vertex India Pvt. Ltd., Gurgaon as Business Associate
Key Result Areas:
 Managed incoming calls for telecom process, responded to queries, resolved problems and corrected billing errors
 Answered queries regarding number activation, payments over the phone, roaming activation, handset unlocking,
billing disputes, number port-in and out, explanation of plans to the customers according to their usage and so on
Highlights:
 Bagged ‘#1 Customer Service Rep’ position out of 20 reps in division in 2007 based on accuracy, customer service,
duration of calls and availability
 Worked in collaboration with manager for developing on-the-job training program which reduced training time from
8 weeks to 5
 Contributed towards an 8% increase in customer satisfaction scores in 2007 by improving on one-call resolution
P R E V I O U S E X P E R I E N C E
Jun’05 – Nov’06 Converges India services Pvt. Ltd., Gurgaon as Customer Care Officer
Nov’04 – Apr’05 Tele-Performance India Pvt. Ltd., Gurgaon as Tele Sales Executive
A C A D E M I C D E T A I L S
2001 Diploma in Computer Applications from ET&T Computer Education, New Delhi
2000 Diploma in Civil Engineering from G.B. Pant Polytechnic, New Delhi
1997 12th from L.B.S. Senior Secondary School, New Delhi
C E R T I F I C A T I O N
 Six Sigma Yellow Belt Certification

I T S K I L L S
 MS Office
 Windows OS
 Internet Applications
P E R S O N A L D E T A I L S
Date of Birth: 18th May 1980
Languages Known: English, Hindi & Punjabi