Pushkar Pathania

Background

About Pushkar Pathania

Experienced professional skilled in optimizing operations, driving customer satisfaction, and enhancing performance. Notable achievements include: Recovered Average Speed to Answer (ASA) SLA from 77.52% to 93.30% through strategic staffing schedule optimization. Improved customer satisfaction from 97.4% to 98.8% by analyzing C-SAT metrics and implementing targeted process enhancements. Monitored and reported on key metrics (Average Handling Time, First Call Resolution, Customer Satisfaction) for operational effectiveness and SLA compliance. Developed and tracked specific KPIs for incident management, change management, problem management, and other ITIL core functions. Conducted training sessions and workshops to address process deficiencies and drive performance improvements. Achieved cost savings of $1.313M, delivering a Gross Margin (GM) of $3.627M with a GM% of 61.0% through innovative process streamlining. Monitored revenue goals and forecasted performance with less than 5% variance, targeting $5.948M in revenue. Utilized Kaizen methodology to improve SLA compliance by 3% and drive operational excellence. Implemented lead metrics to track progress towards goals, including SLA adherence, ticket resolution time, and cost savings. Evaluated efficiency improvements through metrics such as process cycle time reduction, error rate reduction, and optimized resource utilization. Identified and resolved execution bottlenecks, ensuring timely and successful project delivery. Optimized work distribution, developed performance tracking systems, improved communication channels, and implemented training programs to drive productivity and efficiency. Orchestrated strategies for revenue growth, brand loyalty, and category engagement. Leveraged data analytics, customer insights, and cross-functional collaboration to enhance customer satisfaction and retention. Successfully managed a large team, ensuring compliance with SLAs, while fostering employee retention and productivity through innovative initiatives.