---
title: "Samar Kumar Panda - Sr Program Manager (Customer Support | Ops | Business) in Bengaluru | Tal"
description: "Meet Samar Kumar Panda, Sr Program Manager | Customer Experience, Sales Ops & Category Management | Building High-Performance Teams | Driving Revenue, CSAT, NPS & Operational Efficiency based in Bengaluru. AI stack includes claude, codex, and gemini."
image: "https://tal.club/meet/samar-kumar-panda/share-image"
---

# Samar Kumar Panda on Tal

## Headline

Sr Program Manager \| Customer Experience, Sales Ops & Category Management \| Building High\-Performance Teams \| Driving Revenue, CSAT, NPS & Operational Efficiency

## About

As a Senior Program Manager at Connect and Heal, I oversee enterprise\-wide operational transformation initiatives, collaborating with cross\-functional teams to drive efficiency in Inside Sales, customer support, revenue operations, and workforce management\. My efforts include strategic cost optimization, process redesign, and automation with AI supported by executive dashboards that enhance transparency across performance metrics\. I leverage insights from vendor management, strategic partnerships, and operational governance to contribute to business excellence\. My goal remains to foster organizational growth through streamlined operations, data\-driven strategies, and a commitment to delivering exceptional customer experiences\.

## Location

Bengaluru

## AI stack

claude

codex

gemini

ChatGPT

## Work experience

Sr Program Manager \(Customer Support \| Ops \| Business\) at Connect and Heal \- CNH Care, Apr 2024 \- Present · 2 yrs 6 mos, ● Govern enterprise\-wide operational transformation programs across Customer Experience, Revenue Operations, Workforce Management, and Business Excellence functions, leading a 110\+ member organization including Assistant Managers, Team Leads, and Specialists\. ● Drive strategic cost optimization initiatives through automation, workforce utilization improvements, process redesign, and operational governance frameworks\. ● Partner with Product, Technology, Engineering, and Business stakeholders to improve operational efficiency, service delivery, and resource optimization\. ● Developed executive dashboards providing visibility into SLA performance, productivity trends, workforce utilization, forecasting, and operational governance metrics\. ● Led outbound engagement transformation initiatives contributing 1\.5X incremental revenue growth YOY\. ● Reduced call drop rates from 10% to 2% through workflow optimization, call routing enhancements, and operational redesign\. ● Improved customer response times by over 70% through automation\-led service transformation initiatives\. ● Established KPI governance frameworks supporting leadership decision\-making across Quality, Training, Workforce Management, and Operations functions\. ● CSAT improved from 88% to 94% with 40% increase in response rate QA score improved from 90 to 93%

Program Manager at Connect and Heal \- CNH Care, Feb 2023 \- Mar 2024 · 1 yr 2 mos, ● Delivered ₹1 Cr\+ annual infrastructure cost savings through strategic migration from Zendesk to an internally managed customer engagement platform\. ● Led business case development, cost\-benefit analysis, implementation governance, and stakeholder alignment throughout platform migration initiatives\. ● Reduced workforce dependency by 20% through automation, workflow optimization, and operational redesign while maintaining service quality benchmarks\. ● Improved outbound productivity by approximately 40% through process automation and resource optimization initiatives\. ● Implemented IVR optimization programs reducing operational dependency equivalent to five full\-time employees\. ● Built leadership reporting dashboards providing visibility into productivity, cost performance, utilization, and customer experience metrics\. ● Improved customer ratings from 2\.9 to 4\.7 through structured customer experience transformation and service quality programs\. ● Partnered with Product, Operations, and Business teams to execute scalable transformation programs

Category Manager \(PNL \| Growth \| Fulfilment Ops \| Vendor Management \| Business & Strategy\) at Clear, Mar 2020 \- Feb 2023 · 3 yrs, Bangalore Urban, Karnataka, India, ● Managed category operations, automation initiatives, vendor governance, partner growth programs, and business transformation initiatives supporting business scale and operational efficiency\. ● Led cross\-functional programs involving Product, Sales, Customer Success, Marketing, and Operations teams to improve customer acquisition and revenue performance\. ● Reduced operational costs by 20% through vendor negotiations, process optimization, and workflow redesign\. ● Built automation\-led lead management, chatbot, and reporting frameworks reducing manual effort by 35%\. ● Contributed to 1\.4X revenue growth through market analysis, operational reporting, business intelligence, and opportunity identification in offseason\. ● Achieved 1\.8X revenue in ITR season YOY through Automated Lead Engagement system\. ● Developed executive dashboards and business reporting frameworks providing visibility into funnel performance, conversion metrics, operational KPIs, and partner productivity\. ● Established governance mechanisms for vendor performance management, SLA adherence, and partner engagement programs\. ● Expanded partner ecosystem through strategic onboarding, activation, and partner re\-engagement initiatives\. ● Improved customer retention and conversion through lifecycle engagement, funnel optimization, and customer journey enhancements\. ● Conducted capacity planning and demand forecasting activities to support seasonal business requirements and operational scalability\. ● Partnered with technology teams to implement workflow automation initiatives improving operational efficiency and service delivery\.

Category Operation \(Vendor Management \| Business Analytics\) at Clear, Apr 2018 \- Feb 2020 · 1 yr 11 mos

Operations Lead at Flipkart, Feb 2017 \- Apr 2018 · 1 yr 3 mos, Bengaluru, Karnataka, India, ● Managed Flipkart Seller Support operations, supporting/guiding a team of 20–25 associates while maintaining 95% SLA adherence and 90% customer satisfaction scores\. ● Monitored operational performance through KPI tracking, workforce planning, and service delivery governance frameworks\. ● Reduced seller escalations by 30% through proactive issue resolution, root cause analysis, and process improvement initiatives\. ● Improved productivity by 15% through performance analytics, coaching programs, and workforce optimization initiatives\. ● Maintained 98% quality compliance through structured training, quality governance, and performance management practices\. ● Supported workforce planning, scheduling, and capacity management activities to ensure optimal resource utilization\. ● Developed daily and weekly operational reports providing visibility into productivity, SLA performance, customer satisfaction, and escalation trends\. ● Collaborated with quality, training, and operations leadership teams to drive continuous improvement initiatives\. ● Conducted performance reviews and coaching interventions to improve team effectiveness and operational outcomes\. ● Contributed to process automation and operational enhancement initiatives that improved service efficiency and customer experience\. ● Supported new hire onboarding and training programs achieving 85% Certification success rates\. ● Ensured compliance with operational policies, quality standards, and customer service guidelines\.

## Education

Bachelor's degree, Electronics and Tele\-Communication, Biju Patnaik University of Technology, Odisha

Bachelor of Technology, Electronics, Biju Patnaik University of Technology, Odisha

[View the original profile](https://tal.club/meet/samar-kumar-panda)

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