Pramod Kumar C

Manager, Customer Operations

bswift

Aug 2025 - Current (1 year)

Managing a data analyst team of 30+ FTEs, including 03 supervisors.Manage customer operations with a focus on benefit administration in Audits, EOI, COBRA & direct bill services, ensuring seamless service delivery across client portfolios.Oversee specialty services and electronic data interchange (EDI) processes to drive operational efficiency and data accuracy.Lead audits to ensure compliance with service standards and contractual obligations, contributing to continuous improvement and risk mitigation.

P

Manager, Global Services

Paychex IT Solutions

Aug 2018 - Jun 2025 (6 years 11 months)

Managed a global team of 180+ FTEs, including 07 supervisors and process leads, ensuring efficient operation across multiple service lines.Create and maintain performance dashboards, SLA reports, and WFM KPISAnalyze key metrics such as AHT, shrinkage, adherence, occupancy, and service levels to drive operational efficiencyLead and mentor the WFM team, including analysts, schedulers, and real-time analysts for India & US.Collaborate with Operations to share insights and improve staffing efficiency and agent utilizationCommunicate proactively with stakeholders to provide staffing updates, explain variances, and present workforce management strategiesDirected comprehensive client onboarding processes for various insurance lines including Prope

A

Team Leader, Operations

Aegis Associates

Mar 2016 - Aug 2018 (2 years 6 months)

Led daily operations for a team of 60 FTEs across three critical business lines, ensuring seamless workflow and achievement of operational goals.Implemented strategies that consistently exceeded VPH, TAT, and quality benchmarks, enhancing service delivery and client satisfaction.Developed and executed initiatives to reduce attrition and absenteeism, fostering higher team engagement and improved overall performance.Coordinated cross-team collaboration to streamline operational workflows and resolve bottlenecks in real-time, improving delivery efficiency.Monitored and analyzed key performance indicators to proactively address performance gaps and implement corrective measures.

Unit Manager, Operations

Mphasis

Apr 2012 - Mar 2016 (4 years)

Managed end-to-end unit operations, overseeing a team of 30+ employees to ensure adherence to SOPs and achievement of performance targetsPreparing reports with a view to monitor the performance & efficiency of team members, ensuring compliance with pre-set quality parameters so that the business can achieve the key metricsKeeping a track of the Bottom performers and executing Corrective Action Plan and Performance Improvement Plan whenever required in order to bring up the Monthly scores

G

Team Leader, Operations

Genisys Software

Sep 2009 - Feb 2012 (2 years 6 months)

Directed operational workflows for a 20-member team, optimizing queue management to consistently meet and exceed SLA targets.Handling Team of 20 executives Achieving the targets, Managing the Queue as per the Floor Requirement SLA managementFacilitated regular training sessions and coaching for team members to improve operational efficiency and quality standards.

CSR, Operations

Hinduja Global Services

Mar 2008 - Aug 2009 (1 year 6 months)

Delivered high-quality customer service, exceeding targets and enhancing customer satisfaction.Telecom cold calling

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