ANIKET SUSGOHAR
Mumbai
Summary
Goal-oriented Associate Manager with over 2 years of experience in operations management and quality assurance. Proven track record in improving operational efficiency, enhancing quality standards, and driving customer satisfaction. Possess strong analytical, leadership, and problem-solving skills. Adept at implementing quality control processes, conducting audits, and managing cross-functional teams to achieve key performance indicators (KPIs) and ensure compliance with industry standards.
Overview
4
4
years of professional experience
Work History
ASSOCIATE MANAGER, CS OPERATIONS
TATA DIGITAL PVT LTD
05.2022 - Current
- Contact Center operations in outsourced environment (Voice / Chat/ Email/social media/ Backoffice) Mix of WFO & WFH
- Managed a team of 40 associates for Tata Neu Payment Croma operations, overseeing daily activities and ensuring alignment with business objectives
- Successfully handled manager-level escalation calls, resolving complex customer issues and complaints in a timely and professional manner, ensuring prompt resolution
- Developed and led a high-performing team, providing guidance, training, and mentorship to team members to enhance their skills and knowledge, resulting in improved team efficiency, productivity, and customer satisfaction
- Led quality assurance initiatives to enhance CSAT/NPS scores through ACPT audits, process improvements, and reduction of advisor errors
- Driving CSAT/NPS of agent interaction with help of ACPT audits to derive process & Technological opportunities along with identification of advisor errors which can help increase in CSAT/NPS
- Ideation for new process and improvement of current one's requirement gathering and balancing stake holders across business verse
- Identifying breakage like bugs and gaps reporting to tech and development team for seamless flow of processes with help of routine sanity checks
- SOP enhancements & improvisation in line with customer pulse which can reduce contacts
- Work closely with Loyalty, Marketing, Branding, Tech, Product & Category teams to build seamless journey for customer delight
- Contract negotiations with vendors for all outsourced services like CRM, Voice telephony, Tech Ops, knowledge management tools, social media tools
- Data analytics to identify process failure which leads to contacts at Customer support
LEAD GENERATION AND CUSTOMER SERVICE INTERN
OAKYARD REALTY PVT LTD
03.2021 - 08.2021
- Managed inbound and outbound customer calls, addressing inquiries and resolving issues promptly to ensure high levels of customer satisfaction
- Conducted lead generation activities, identifying potential customers and qualifying leads through detailed communication and needs analysis
- Assisted in the development and implementation of customer service protocols to improve response times and service quality
- Participated in client meetings, recorded minutes of meetings, and facilitated follow-up communications to ensure client requirements were met
- Handled customer queries, provided detailed information about property listings, and matched properties to customer requirements
- Collaborated with the marketing team to design and execute email campaigns and social media marketing strategies aimed at lead generation and customer engagement
Education
Master of Business Administration - MBA - Marketing/Marketing Management
MIT SCHOOL OF MANAGEMENT
04.2022
Bachelor of Business Administration - BBA - Finance, General
ARAHANT EDUCATION FOUNDATIONS ARTS, SCIENCE & COMMERCE COLLEGE
04.2019
Skills
- Team Management and Leadership
- Mentorship Skills
- CRM Software Proficiency
- Detail-Oriented Auditing
- Process Improvement Methodologies
- Data Analytics (Power BI and Excel)
- Performance Tracking and Improvement
- Customer Service Management
- Floor supervision
- Operations Management
Accomplishments
- CSAT improved from 46.15% in the month of 09/22 to 79.23% in 09/24.
- NPS improved from 53 in the month of 09/22 to 62 in 09/24.
- SL and abandonment rate improved from 88% in the month of 09/22 to 90.0% in 09/24.
- Chat AHT improved from 710 seconds in the month of 09/22 to 694 seconds in 09/24.
- Overall pendency improved from 4672 cases in the month of 09/22 to 1016 cases in 09/24.
- SLA adherence improved from 69.42% in the month of 09/22 to 82% in 09/24.
- Attrition rate improved from 45% in 2022 to 25% in 2024.
Timeline
ASSOCIATE MANAGER, CS OPERATIONS
TATA DIGITAL PVT LTD
05.2022 - Current
LEAD GENERATION AND CUSTOMER SERVICE INTERN
OAKYARD REALTY PVT LTD
03.2021 - 08.2021
Master of Business Administration - MBA - Marketing/Marketing Management
MIT SCHOOL OF MANAGEMENT
Bachelor of Business Administration - BBA - Finance, General
ARAHANT EDUCATION FOUNDATIONS ARTS, SCIENCE & COMMERCE COLLEGE
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