Anamika Sen

• Coached team of 12 technical specialists, achieving 18% productivity increase through targeted training.
• Designed refresher programs that lowered escalation rates by 22% in first quarter.
• Streamlined quality review processes, reducing review time by 30% and enhancing accuracy.
• Collaborated with leadership to align team objectives with organizational goals for optimal client experiences.

• Resolved 95% of escalated ADP Workforce Now cases within SLA, reducing resolution time by 27%.
• Implemented strategic fixes as escalation lead, enhancing system uptime and client satisfaction.
• Created over 150 custom reports and dashboards, facilitating data-driven decision-making.
• Presented critical insights to senior stakeholders, shaping business strategies and process enhancements.

Consistently achieved Club 100 Award nearly every month for three years, ranking in top 5% of performers.

• Recognized as Employee of the Quarter (Q3 FY23) for outstanding problem-solving and customer service.

• Led and managed multiple appointment generation campaigns, coordinating with cross-functional teams to ensure the successful execution of projects within deadlines and budget constraints.
• Provided leadership and direction to the team of analysts, ensuring clear communication of project goals, monitoring progress, and offering guidance to achieve desired outcomes.
• Developed and implemented strategic plans for appointment generation campaigns, focusing on optimizing prospecting techniques, cold calling strategies, and conversion rates.
• Conducted in-depth analysis of campaign performance, generating insights to improve targeting accuracy, lead quality, and overall campaign efficiency. Presented findings and strategic recommendations to senior management.
• Acted as the primary point of contact for clients, ensuring their requirements were met and addressing any concerns. Regularly updated stakeholders on campaign progress, milestones, and results.
• Ensured all campaign activities adhered to quality standards and compliance regulations, identifying areas for improvement and implementing corrective actions where necessary.
• Identified inefficiencies in the current processes and worked closely with management to propose and implement improvements that enhance campaign performance and team productivity.
• Organized and conducted training sessions for team members, focusing on best practices in research, data analysis, and appointment generation techniques to enhance team skills and performance.
• Anticipated potential risks within the campaigns and developed contingency plans to mitigate these risks, ensuring smooth project execution.
• Successfully managed and optimized monthly performance metrics, consistently delivering projects on time with zero quality defects and no client escalations.
• Honored with the 'Best Employee' award across all sites for outstanding performance and dedication.

• Leading and managing two teams of 15 members each. Overseeing the hiring, training, performance management.
• Fostering positive employee relationships, training and coaching team members on a regular basis, sharing the best practices across the floor.
• Allocating jobs and workloads to individual staff members based on their ability and skills.
• Promoting quality achievement and performance improvement.
• Continuously suggesting process improvements to improve the efficacy in terms of work flow, time taken, cost incurred and profitability.
• As a delivery leader, communicated and coordinated with multiple departments to ensure projects and campaigns are delivered on time with 100% quality.
• Conducting every stand up with the CEO of the company and providing him with status reports and discussing ways to overcome campaign challenges and process improvements.
• Played a pivotal role in creating and testing an in-house CRM to bring efficiency in the entire process across all departments.
• Have nurtured team members who went on to handle teams effectively.
• Received numerous top performing team awards for the month and quarter all throughout the year.
• Completed Leadership Training Program.

• Received Top Performer award in the First Month of joining.
• Been given an opportunity to manage 5 people team and their performance.
• Cold calling and pitching various IT Products to Potential Clients.
• Represented various top IT Brands and Fortune 500 Companies.
• Maintained high quality scores and received multiple appreciation emails from the quality team.
• Encouraged with a couple of Rewards and Recognitions.
• Well versed with all the geographies namely USA, UK, EMEA and APAC.
• Have a fair understanding of IT products and their usage.
• Used Salesforce and other CRMs as required.

• Responded to customer requests via telephone and email.
• Worked directly with [departments, clients, management] to complete tasks.
• Produced ad hoc reports and documents for Team Manager.
• Obtained documents, clearances, certificates and approvals from local, state and federal agencies.
• Maintained high quality score across the floor.
• Received recognition from higher management for job efficiency.
• Training new team members and sharing best practices to complete the work on time and with quality.