Summary
Overview
Work History
Education
Skills
Certification
Timeline
Projects
AssistantManager
Shashank Mishra

Shashank Mishra

Pune

Summary

Customer Experience Leader with 7+ years of expertise in managing operations (Voice, Email, Chat, chatbots & Social Media), driving customer satisfaction, and leading high-performing teams. Proven track record in SLA/KPI management, escalation handling, and process optimization using Six Sigma DMAIC methodologies. Adept at coaching, mentoring, and developing teams to exceed business goals, while collaborating cross-functionally to deliver continuous improvement, automation, and digital-first customer experience transformation. Recognized for building strong stakeholder relationships and delivering strategic results in high-pressure environments.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Manager - Debt Management Services

Bajaj Finance Limited
05.2023 - Current
  • Led multi-channel operations (Voice, Email, DMS application, Social Media) ensuring SLA and KPI adherence.
  • Resolved DMS-related grievances across India, improving customer satisfaction scores (CSAT from 62% → 93%).
  • Designed and executed training & audit frameworks for service operations, building high-quality standards.
  • Implemented AI-powered workflow automation, reducing application reopen rates from 10% → 3% and repeat email cases from 19% → 12%.
  • Contact Center Leadership: Manage 2 outsourced partner contact centers supporting the IVR process, with 70+ agents handling over 40,000 customer calls monthly. Lead a team of 5 people including 2 SLA Managers.
  • DMAIC Projects: Led multiple Six Sigma (DMAIC) initiatives to reduce repeat calls, improve insurance cancellation retention, and institutionalize WOW call frameworks in contact centers.
  • Escalation Management: Lead a separate team dedicated to handling escalations, including high-priority cases raised to RBI, Senior Management Teams (SMTs), and regulators on social media, IVR & Email Channel.

Officer

TeamLease Services Ltd
10.2021 - 04.2023
  • Managed high-level escalations across email and social media channels, ensuring 100% resolution within SLA.
  • Oversaw end-to-end ticket lifecycle using Salesforce CRM, ensuring process transparency for leadership.
  • Developed issue trackers & dashboards to provide real-time insights for performance monitoring.
  • Acted as first-level escalation point, improving turnaround time and reducing unresolved escalations.
  • Collaborated with cross-functional teams to implement resolution workflows & process improvements.

Team Leader - Health Insurance Domain

Ison Xperiences
01.2021 - 08.2021
  • Led a 55-member customer service & sales team, driving policy conversions and customer engagement.
  • Conducted daily monitoring, sales audits, and coaching sessions to enhance productivity and compliance.
  • Facilitated onboarding and product training for new hires, reducing ramp-up time by 25%.
  • Designed recognition programs and contests, boosting team morale and improving revenue outcomes.
  • Delivered daily & monthly performance reports to management, highlighting improvement areas.

Sr. Quality Analyst

Tech Mahindra Private Limited
08.2018 - 10.2020
  • Led transactional quality audits for Vodafone/Idea postpaid services to ensure compliance and customer satisfaction.
  • Delivered actionable insights from trend analysis and operational data, driving process optimization.
  • Conducted internal/client calibrations to align service standards with contractual obligations.
  • Implemented continuous improvement initiatives, strengthening quality governance and service delivery.
  • Recognized with multiple Bravo Awards for excellence in performance and quality initiatives.

Education

BCA -

RAJIV GANDHI INSTITUTE OF MANAGEMENT AND TECHNOLOGY
MH
2021

12th - Science (PCM)

S.V. Union High School & Junior College
Pune, MH
2015

Skills

  • Customer Experience & Multichannel Operations (Voice, Email, Chat, Chatbot, Social)
  • IVR & Digital Journey Optimization
  • SLA & KPI Monitoring Escalation Management (RBI & SMT)
  • Team Leadership & People Development Coaching
  • Strategic Thinking Digital Transformation
  • Stakeholder & Cross-functional Collaboration
  • Six Sigma Continuous Improvement & Process Optimization
  • Data Analytics, Dashboards & Automation
  • Cost Optimization & Performance Tracking
  • QMS Audit Frameworks Compliance
  • CRM & Telephony Platforms: Salesforce, Customer360, Avaya
  • Root Cause Analysis Communication & Relationship Building

Certification

  • Excellence Award – Top Performer (FY 2024–25, 2023–24), Bajaj Finance Ltd
  • Hero with a Tie – Q4 2022, Bajaj Finance Ltd
  • Performance of the Month – May & June 2022, Bajaj Finance Ltd
  • Best Team Leader – Employee of the Month, iSON Xperiences Ltd
  • Bravo Award – Nov 2019, Dec 2019 & May 2020, Tech Mahindra Ltd

Timeline

Manager - Debt Management Services

Bajaj Finance Limited
05.2023 - Current

Officer

TeamLease Services Ltd
10.2021 - 04.2023

Team Leader - Health Insurance Domain

Ison Xperiences
01.2021 - 08.2021

Sr. Quality Analyst

Tech Mahindra Private Limited
08.2018 - 10.2020

BCA -

RAJIV GANDHI INSTITUTE OF MANAGEMENT AND TECHNOLOGY

12th - Science (PCM)

S.V. Union High School & Junior College

Projects

Key Projects (Six Sigma DMAIC)


  • Application Reopen Reduction: Root cause analysis & process improvements cut reopen rates from 10% → 3%.
  • Repeat Contact Minimization (Email & IVR): Workflow redesign improved first-contact resolution; email repeats 19% → 12%, IVR repeats 10% → 1%.
  • C-SAT Improvement: Voice-of-customer analysis & journey mapping enhanced service; C-SAT rose 62% → 93%.
  • Social Media Optimization: Escalation filters & validation checks reduced incorrect handle creation 10% → 3%.

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