Anant Kumar Anand
Chander Nagar
Summary
Service Operation and Customer Care Senior Manager with extensive experience in process improvement and data analysis at Ozone Overseas Pvt Ltd. Proven expertise in crisis management and vendor negotiation, resulting in enhanced operational efficiency and customer satisfaction. Skilled in training development and team leadership, consistently achieving high performance and compliance standards. Proficient in reporting, budgeting, and compliance, with a strong ability to collaborate with executive leadership and drive continuous process improvement.
Overview
12
12
years of professional experience
Work History
Service Operation and Customer Care Sr. Manager
Ozone Overseas Pvt Ltd
05.2022 - Current
- Oversaw service team of 62 technicians across Pan India, managing four zone managers and 16 support staff.
- Implemented strategies that enhanced operational efficiency and reduced costs.
- Generated comprehensive reports on project progress for executive leadership review.
- Analyzed competitor activities to adapt strategies according to industry changes.
- Negotiated contracts with external vendors to align with company requirements while minimizing expenses.
- Led annual budgeting efforts, focusing on resource optimization through financial analysis.
- Evaluated performance metrics regularly, identifying opportunities for individual and team improvement.
- Maintained quality assurance protocols to ensure excellence in service delivery.
Assistant Manager Customer Care and Customer Service
Ozone Overseas Pvt Ltd
01.2021 - Current
- Managed service team of 38 technicians to deliver nationwide support across India.
- Oversaw inbound customer care team of four agents, addressing calls and complaints.
- Directed overall operations for end-to-end processes, ensuring efficiency.
- Designed processes to enhance workflow and service delivery.
- Analyzed data for product and process improvements to drive quality enhancements.
- Coordinated training sessions on product knowledge and arranged cross-team training.
- Highlighted IVR issues to facilitate prompt resolutions and improve user experience.
- Handled escalation matrix to effectively resolve complex customer concerns.
Manager Operations
MBA CONSULT Noida
11.2021 - 05.2022
- Oversee workforce of 250 call center professionals
QA
Snapdeal
06.2020 - 12.2020
- Audited EOS team calls to enhance call quality aligned with Snapdeal standards.
- Conducted coaching sessions addressing error scenarios and clarifying product and process doubts.
- Monitored improvement trends to assess effectiveness of implemented changes.
- Provided feedback based on audit results to drive continuous performance enhancement.
Lead
Snapdeal
04.2019 - 06.2020
- Monitored team performance and productivity to enhance CSAT.
- Collaborated with Team Manager to achieve key result areas including AHT and call quality.
- Resolved escalated customer scenarios by guiding team members through effective solutions.
- Conducted audits of live and recorded calls to identify improvement opportunities.
- Developed new scripts and SMS content tailored to specific customer scenarios.
- Contributed to business success by efficiently managing customer service operations.
RTM Executive (Real Time Monitoring)
Snapdeal
06.2016 - 12.2018
- Managed service levels according to defined targets through coordination with in-house and outsourced teams.
- Monitored abandonment rates, ensuring maximum call response during peak hours.
- Oversaw occupancy by enforcing adherence to login, logout, and break protocols.
- Identified and resolved technical issues in real-time with IT team collaboration.
- Developed trackers for tech issues, training duration, and quality feedback for downtime validation.
- Prepared detailed root cause analyses on tech issues, assessing business impact.
- Managed average response time by efficiently assigning email cases to meet 80%-85% ART within two hours.
- Highlighted process gaps to enhance efficiency while balancing costs and customer experience.
Senior Executive
Snapdeal
10.2014 - 02.2016
- Handled inbound calls and emails to address queries, complaints, and escalations.
- Achieved customer satisfaction goals while maintaining high call quality and AHT.
- Monitored order verification tool to manage placed orders and reduce fake, duplicate, and bulk orders.
Executive
Home Shop18
01.2013 - 06.2014
Education
Graduated -
Delhi University
01.2005
12th Pass -
Delhi
01.2001
10th Pass -
Delhi
01.1998
Skills
Project management and process improvement
- Data analysis and reporting
- Customer service and operations
- Training and development
- Crisis and escalation management
- Budgeting and compliance
- Vendor negotiation and performance evaluation
- Operational efficiency strategies
- Strategic planning and execution
- Microsoft Office proficiency
- Adaptability and time management
- Prioritization and SOP design
- Team leadership skills
Professionalcompetencies
- Comfortable working on Windows with sound knowledge of MS Word, MS Excel, MS PowerPoint.
- Excellent adaptability to varied work environments
- Competent in managing time and utilizing skills to priorities deliverables
Accomplishments
- Promoted to L2 Senior Executive at Snapdeal in February 2016
- Promoted to RTM Executive at Snapdeal in June 2016
- Won an award in RNR for managing RTM of partner management (01/2017)
- Promoted to lead at Snapdeal in April 2019
- Joined Ozone Secutech as assistant manager (06/2020)
- Promoted to Sr Manager at Ozone Overseas Pvt Ltd (2023)
Career Forte
I am a results-driven professional with a strong foundation in service operations, post-sales support, network management, and process optimization. With hands-on expertise across technical support, CRM systems, partner enablement, training, and compliance, I bring a sharp focus on enhancing customer satisfaction, improving service efficiency, and driving business outcomes.
My forte lies in: ✅ Building and scaling robust service networks (internal and external) ✅ Designing and implementing SOPs that ensure quality, consistency, and accountability ✅ Leading cross-functional teams through complex service transitions and handovers ✅ Leveraging digital tools and data to deliver actionable insights and continuous improvement ✅ Fostering strong customer relationships through proactive communication, issue resolution, and value delivery
I thrive in dynamic environments where strategic thinking, operational discipline, and people leadership come together to transform challenges into success stories.
Personal Information
- Father's Name: Late Mr. Krishan Lal Anand
- Date of Birth: 01/09/82
- Gender: Male
- Nationality: Indian
- Marital Status: Married
Languages
- English
- Hindi
Timeline
Service Operation and Customer Care Sr. Manager
Ozone Overseas Pvt Ltd
05.2022 - Current
Manager Operations
MBA CONSULT Noida
11.2021 - 05.2022
Assistant Manager Customer Care and Customer Service
Ozone Overseas Pvt Ltd
01.2021 - Current
QA
Snapdeal
06.2020 - 12.2020
Lead
Snapdeal
04.2019 - 06.2020
RTM Executive (Real Time Monitoring)
Snapdeal
06.2016 - 12.2018
Senior Executive
Snapdeal
10.2014 - 02.2016
Executive
Home Shop18
01.2013 - 06.2014
Graduated -
Delhi University
12th Pass -
Delhi
10th Pass -
Delhi
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