Anand Kunwar
New Delhi
Summary
Results-oriented operations professional with experience in MIS, volunteering, and data reporting, currently working as a Senior SME in a high-volume contact center environment. Part of the operations team, handling live escalations, complaint resolution, and floor management while ensuring data privacy, process compliance, and strong customer experience Accomplished Senior SME with expertise in customer experience, escalation handling, and performance management. Proven ability to drive quality assurance and foster a culture of continuous improvement.
Overview
5
5
years of professional experience
Work History
Senior SME
Concentrix
Gurgaon
04.2025 - Current
- Handled live escalations across chat and voice channels, resolving issues to maintain customer satisfaction.
- Conducted complaint callbacks, negotiating resolutions to enhance customer satisfaction.
- Drove BQ improvement through targeted coaching and constructive feedback.
- Shared performance metrics and feedback with teams, fostering a culture of continuous improvement.
- Managed floor operations, supporting multiple teams to ensure seamless service delivery.
- Provided process training to aligned groups, ensuring uniform understanding of protocols.
- Coordinated leave planning in absence of team lead to maintain operational continuity.
- Ensured strict adherence to data privacy and compliance with process standards.
Sr Representative
Concentrix
Gurgaon
11.2023 - 03.2025
- Maintained high customer satisfaction through accurate resolutions
- Resolved customer queries using structured probing techniques.
- Provided technical support for cable services.
MIS & Volunteer Assistant
ETASHA Society
New Delhi
07.2022 - 09.2023
- Managed donor and beneficiary databases, ensuring data integrity and accessibility for effective decision-making.
- Coordinated with centers to improve accuracy of data collection, strengthening overall reporting processes.
- Trained teams on effective data entry and reporting procedures.
- Prepared monthly operational and funder reports, facilitating informed stakeholder reviews.
- Collaborated with employed volunteers from BT Group, TCS, Accenture, and various institutions such as Pearly Global Academy, UPES to name a few
MIS Assistant
ETASHA Society
07.2021 - 07.2022
- Coordinated data collection across teams to streamline information gathering processes.
- Prepared performance and activity reports to provide insights for team evaluation.
- Maintained attendance and operational records to ensure accurate tracking of team activities.
Education
Bachelor of Commerce - Commerce
School of Open Learning
Delhi University01-2023
Senior Secondary -
Vidya Niketan Sr. Sec. School
New Delhi, India01-2019
Secondary -
Vidya Niketan Sr. Sec. School
New Delhi, India01-2017
Skills
- Customer experience
- Escalation & Complaint Handling
- Performance management
- Coaching training
- Quality assurance
- Data Privacy and Compliance
- Process Improvement
- Data analysis
- Microsoft Office and Google Workspace
- Operations & Floor Management
- Negotiation & Conflict Resolution
Accomplishments
SME of the Month for two consecutive months.
Timeline
Senior SME
Concentrix
04.2025 - Current
Sr Representative
Concentrix
11.2023 - 03.2025
MIS & Volunteer Assistant
ETASHA Society
07.2022 - 09.2023
MIS Assistant
ETASHA Society
07.2021 - 07.2022
Bachelor of Commerce - Commerce
School of Open Learning
Senior Secondary -
Vidya Niketan Sr. Sec. School
Secondary -
Vidya Niketan Sr. Sec. School