Anisha Khurana
Team Leader Operations
Gurugram
Summary
Working in Fortune 500 company as a professional expert with 8+ years of overall experience in Operations Management, Customer Experience, Employee Satisfaction and Knowledge Management. Gained expertise in executing full-funnel Marketing Programs through Google Ads. Worked with the Big Six Agencies and the Large Customer Sales (LCS) segment of North America in digital strategy planning. Identified training needs and imparted product and refresher training. Monitored, measured and reported on employee’s training and development plans. Experienced in conducting detailed operational interviews to ensure candidates meets role specific technical requirements. Adept at collaborating with leadership to align hiring with business goals. Currently leading Employee Engagement Team to cover 1000+ employees, responsible for ESAT, employee retention and work-life balance, conducting surveys and sharing insights for actions.
Overview
9
9
years of professional experience
Work History
Team Leader Operations
FIS Global & Teleperformance
08.2021 - Current
- Responsible and accountable for timely client deliverables e.g. FCR, Quality, AHT, Leakages, etc.
- Conducting one on one feedback sessions with the team w.r.t. their individual performance - identify and deliver training/coaching
- Create and implement an action plan every week that establishes distribution of expectations and responsibility across teams
- Working with Talent Acquisition Team - responsible for conducting Operations interview for Team Members
- Review hiring requirements and create plans for future batches
- Lead a team of employee engagement - responsible for E-SAT and employee up-skill on process related updates/changes
- Publish engagement calendar and ensure adherence
- Use digital packs for interactive sessions and collect feedback for process improvement
- Developing and executing engagement programs to boost employee satisfaction, retention and productivity
- Designing and facilitating company wide initiatives such as recognition programs, wellness events, etc.
- Collaborating with HR and Leadership teams to address employee feedback and improve company culture
- Spearheading employee communication strategies through newsletters, surveys and internal platforms
Team Coach Operations
FIS Global
08.2018 - 07.2021
- Identify relevant training needs for individuals and workflows - monitor, maintain and report on development plans
- Implement accurate and detailed improvement plans based on inputs from performance indicators
- Coach identified resources on product/process and track improvement
- Train individuals on new updates and process changes - measure training effectiveness
- To help execute, maintain and run Ad campaigns for the Big holding companies (Publicis, Aegis, IPG, Dentsu, WPP and Havas) and the Fortune 500 companies
- To evaluate client's business needs and help them implement appropriate analytical approach to maximize account profitability
- Cultivating online communities and improving the customer journey with thoughtful and innovative solutions
- Driving conversions through data-driven creation of content and experiences, mainly through Google Ads, Google Merchant Center and Google Analytics
Team Member Operations
FIS Global
07.2017 - 07.2018
- Campaign Implementation by creating online marketing strategies and developing digital advertising campaigns for small and large businesses using Google ads, keywords and auction pay-per click platform
- Optimising strategies across various channels i.e. Search, Display, Video, Social and improving the performances of online campaigns based on data report and analysis
- Expert in using web analytical tools like Google Analytics, Tag Manager, Merchant Center and Conversion Tracking - helped to analyse traffic trends and visitors behaviour
Intern
MAGICPIN- SAMAST TECHNOLOGIES
08.2016 - 10.2016
- Member of the Community Creator Programme and campus ambassador for promoting Magicpin app and user acquisition
- Responsible to strategise and perform target marketing
- Creating a network of professional vendors and onboarding them on the platform
Education
B.A - Programme (English & French)
DELHI UNIVERSITY, JESUS AND MARY COLLEGE
06.2014 - 6 2017
Diploma in Management Studies - undefined
SINGAPORE INSTITUTE OF MANAGEMENT
09.2013 - 5 2014
Skills
Leadership Skills
Analytical Skills
People Management
Crisis Management
Survey & Feedback Analysis
Employee Engagement & Connect
Competency Mapping
Accomplishments
- Asia Outsourcing Leadership Awards-2021 (Best Customer Experience delivery by Contact Centre)
- FAIM (FIS All Inclusive Management) Awards 2020- Be the change (Google-Olympus)
- President of Placement Cell in college (2016-2017)
- Former member of DE&I (Diversity and Inclusion) for FIS Global Solutions
- Conducting Work From Home Employee Engagement Activities for the team
- Worked as a volunteer in MANCH (A Media for Social Awareness) NGO in targeted intervention project sponsored by Delhi State AIDS control society
Personal Information
- Place of Birth: New Delhi
- Date of Birth: 03/25/95
Timeline
Team Leader Operations
FIS Global & Teleperformance
08.2021 - Current
Team Coach Operations
FIS Global
08.2018 - 07.2021
Team Member Operations
FIS Global
07.2017 - 07.2018
Intern
MAGICPIN- SAMAST TECHNOLOGIES
08.2016 - 10.2016
B.A - Programme (English & French)
DELHI UNIVERSITY, JESUS AND MARY COLLEGE
06.2014 - 6 2017
Diploma in Management Studies - undefined
SINGAPORE INSTITUTE OF MANAGEMENT
09.2013 - 5 2014
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