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Prajjwal Pandey

Experienced Operations Specialist with over 4 years of dedicated service, my name is Prajjwal Pandey. I am a user-centric professional, committed to enhancing operational efficiency and ensuring a seamless user experience. Proven expertise in troubleshooting and resolving issues, coupled with a keen focus on process optimization. Ready to contribute my skills and insights to drive positive impact in dynamic operational environments.

Key Skills

Salesforce
MS Suite
Account Management
Troubleshooting
Logical and CriticalThinking
TaxJar
Leadership
Customer Centric
Communication skills
Process-Oriented
Power BI
Operations Management

Professional Experience

Jul 2024
Present
Customer Experience Operations Specialist
Litmos India Private Limited Bengaluru, IN
Litmos India, a key subsidiary, supports global LMS success with software development, customer support, and operations.
 Streamlined customer experience (CX) operations through data-driven strategies.
 Analyzed customer feedback and behavior to optimize support workflows.
 Collaborated with cross-functional teams to ensure seamless customer onboarding and retention.
 Managed and optimized CRM systems to improve customer tracking and service efficiency.
 Conducted training sessions to enhance support team proficiency in handling complex inquiries.
 Monitored and reported on key performance indicators (KPIs) to drive continuous improvement in customer service.
 Developed and implemented standard operating procedures (SOPs) for customer support functions.
 Led initiatives to improve customer satisfaction and reduce churn rates.
Sep 2023
Present
Operations Specialist
Stripe Bengaluru, IN
Stripe is a leading global technology company specializing in online payment processing and financial technology services.
  • Enrollment and Tax Filing: Lead seamless user enrollments through TaxJar. Manage and execute US Sales Tax filings diligently on a regular basis, overseeing submissions for over 12 states in the US.

  • Collaboration and Team Synergy: Facilitate a culture of collaboration within the team. Contribute actively to building a new team, shaping an environment that fosters positive operational culture. Collaborate with global operations specialists and business process owners to efficiently run critical workflows.

  • User Issue Resolution: Efficiently troubleshoot and resolve external user issues, ensuring a positive customer experience through exemplary support.

  • Process Analysis and Improvement: Analyze existing processes to pinpoint inefficiencies and bottlenecks. Implement changes to streamline workflows and optimize operational efficiency.

  • Collaboration with Stripe Teams: Collaborate closely with various Stripe teams to enhance product offerings. Contribute to crafting clear and compelling messaging for new products and features.

  • Insights and Impact: Gain unique insights into the operations of numerous businesses on Stripe. Play a pivotal role in shaping the organization's future through substantial contributions to its growth and development.

  • Learning Opportunity: Embark on a comprehensive learning journey into Stripe's operations. Contribute to the establishment of a new team and influence the operational culture at Stripe.
Feb 2023
Jun 2023
Customer Operations Specialist
Papaya Global Bengaluru, IN
Papaya Global is an end-to-end people and payroll management solution for global enterprises.
  • Creating dashboard for newly onboarded clients and projects.
  • Inviting workers on our platform to enroll themselves for their Payroll Management.
  • Troubleshooting 
  • Updating Cost Plan and Payment Variables of new and existing employees.
  • Generating marketing emails through Hubspot for new project or clients.
  • Updating Information on Salesforce and using existing information to create dashboard on our Papaya Platform.
  •  Account management of different organisations like Agoda, Branch, CSS, and Procolz for EOR & Payroll projects.
  • Handling daliy meetings with all the internal teams like Finance, Customer Success and Implementation team.
Feb 2022
Feb 2023
Senior Product Compliance Associate
Amazon Bengaluru, IN
Amazon.com, Inc. is an American multinational technology company focusing on e-commerce, cloud computing, online advertising, & digital streaming.
  • Worked with the SERP Team and Contributed towards a safe and Trustable place for Seller and customers.
  • Worked as a Product Risk Management Associate to eliminate Payment and fraud related Risk 
  • Audited various products on daily basis.
  • Trained new people for different process which I have worked for.
  • Documentation on different project and provided training to my team for and update.
  • Managed Top Tier seller account and compliance update to the sellers like Puma, Samsung and OnePlus and also helped sellers in troubleshooting and Compliance Updated 
Sep 2020
Feb 2022
Operations Representative
Concentrix (Google Playstore) Bengaluru, IN
IT Service Management Organization
  • Reviewed apps on Playstore to maintain compliant and User friendly environment for the users.
  • Supported the team in terms of training and proactively participated in many projects and Delivered a positive outcome.
  • Daily meetings with Developers and updating them about the compliance check and Risk Management.
  • Account Management of Various developers Like Netflix, Prime Videos, Tiktok, and Moj app.

Education

Aug 2021
Jul 2022
Post Graduate Program in Operations Management in Welingkar Institute of Management Deve & Research.
Welingkar Institute of Management Deve & Research.
Jul 2016
Jun 2020
B.Tech in Civil Engineering in Karunya University
Karunya University

Certifications

2021
Foundation of Project Management
Google
2021
Business Finance Foundation
Great Learning
2017
Cambridge English language Assessment Test
Cambridge University
2022
Risk Management Analytics
Coursera

Achievements

2020
Secured 1st Rank in Engineering Final Year
Secured 10 CGPA and also got the Chancellors award.

Hobbies & Interests

  • Cooking
  • Traveling
  • Reading Books
  • Reading Articles
  • Watching Documentaries

Languages

Hindi
(Native)
English
(Native)

Get in touch with Prajjwal