Pankaj Chopra
Customer Success Manager @Diebold Nixdorf
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WORK HISTORY
Customer Success Manager @Diebold Nixdorf
New Delhi, IN
Acted as the primary escalation point for operational issues, ensuring timely resolution within defined turnaround times.Delivered projects in strict adherence to SLAs by monitoring operations and ensuring contractual compliance.Mentored and guided teams to maintain SLA performance and improve service quality.Analyzed complex problems and implemented effective solutions to enhance customer satisfaction.Maintained strong relationships with internal and external stakeholders to resolve critical issues and uphold service norms.Managed field operations with executives to align territory-wise project activities for seamless execution.Preserved existing revenue streams while strategically upselling additional services to drive growth.Oversaw timely invoicing, payment collection, and site renewal activities to ensure financial accuracy.
EDUCATION
Panjab University, Chandigarh
Bachelor of Arts (BA), Major in English
Holy Path Senior Secondary School
Higher Secondary Certificate, English
SKILLS
ABOUT PANKAJ CHOPRA
As an Operations Leader with over 15+ years of experience in service delivery and customer relationship management, I am passionate about driving operational excellence and enhancing client satisfaction. I have consistently delivered 99.9% uptime and resolved 95% of service issues within 4 hours for major banking projects, while also implementing cost-saving measures that reduced operational expenses by 15%. Awarded Best Project Manager – North India, I excel in program management, strategic upselling, and SLA compliance. If you\'re looking for a dedicated leader to optimize processes and boost customer experiences, let\'s connect!
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