Pankaj Pal
Customer Support Manager (US Stocks)@INDmoney | Transforming CX with AI, Automation & Data-Driven Insights | Driving Lower Costs & Higher NPS | Proven Impact Across EdTech, OTT & BPO | Ex-Lead School & Jio Cinema
- Role
- Assistant Manager (Us Stocks) at INDmoney
- Location
- Mumbai, MH, IN
- LinkedIn followers
- 500 followers
About Pankaj Pal
I help transform large outsourced or in-house Customer Support teams into lean and highly…
Experience
Assistant Manager (Us Stocks)
Feb 2025 — Present
Transition Leadership: Successfully led the transition of customer support operations from an outsourced vendor to an in-house model, ensuring a seamless shift with minimal disruption to customer experience- Team Building & Development: Spearheaded the hiring, onboarding, and development of a customer support team from scratch. Designed a competency-based structure, assigning tickets by expertise to improve efficiency and ownership- Process Optimization: Revisited and streamlined SOPs to enhance turnaround time (TAT), resolution accuracy, and other key performance metrics- Early Risk Identification: Proactively identified bugs and collaborated with the product team for timely fixes, reducing customer impact and improving overall experience- CX Innovation: Introduced a call-back feature that enabled instant customer engagement upon ticket creation, helping achieve KRAs such as resolution within 2 hours and improved first-time resolution (FTR)- Automation & Self-Service: Currently driving the implementation of a BOT-first approach, ensuring customers go through an AI-driven support layer before reaching agents. This is expected to improve efficiency, reduce ticket load, and enhance customer experience- Proactive Monitoring: Implemented real-time dashboards to track issues, enabling the team to connect with customers proactively and prevent escalations.
Education
Bombay Cambridge school
Graduate
Mumbai University Mumbai
BA - Bachelor of Arts
Find verified contacts for anyone on LinkedIn
Unifers gives sales teams verified emails and direct dials, enriched profiles, and outreach that lands in the inbox.
Free plan included · No credit card required
This profile is compiled from publicly available professional sources. Unifers is not affiliated with or endorsed by LinkedIn. Request removal of this profile.