Hi, I’m
Anitha Dayanand
Learning Support Manager/Project Manager
Bengaluru
Summary
I am a resourceful Project Manager with over 15 years of expertise in Edtech business operations, retail banking, customer retention and business development. With a dynamic blend of project management expertise and a deep understanding of effective communication strategies, I excel in delivering client-centric solutions that drive satisfaction and loyalty. My track record includes successfully managing challenging projects, fostering strong client relationships, and implementing innovative communication techniques that enhance client engagement and retention. I am also a Communication fitness coach to corporate clients and have coached clients from SBI mutual funds, L&T, Mahindra Holidays, Makeen Energy, Aditya Birla Group etc.
Overview
22
years of professional experience
4
Languages
Work History
Vani. coach
Project Manager - Learning Experience
7 2022 - Current
Job overview
- Develop and manage projects, including timelines, resources, and deliverables
- On boarding the client to Vani digital platform - including HR, Managers and the participants
- Responsible for alignment of coaches with participants of the program
- Understand learning needs of the batch and overlooking content creation and playbook curation
- Periodic meeting with the HR and L&D professionals to appraise them on the progress
- Mentor and support the Coaches as and when required
- Publishing of daily and weekly progress reports to clients
- Devise workshops, learner engagement activities, panel and focus group discussions
- Responsible for ensuring maximum learner attendance throughout the program and delivering an excellent learning experience for both learner and the client
- Ensure successful project delivery within agreed upon timelines
- Manage client expectations and foster positive client relationships
- Clients handled - SBI Mutual Funds, Pidilite Industries, Aditya Birla Group, YES Bank, Mahindra Holidays Etc
Dubai First
Credit Analyst
03.2014 - 05.2015
Job overview
- Served as Credit Analyst; held accountable for processing credit proposals and credit card applications for approval or within the stipulated turnaround time
- Ensured consistent application of credit policy and quality of underwriting decisions to minimize risk and avoid possible loss by proactive fraud detection
- Performed all necessary system checks and pre-screened for cases logged in
- Validated information given by customer seeking credit facility
- Completed evaluation & analysis of creditworthiness through financial statements, cash flows and profile analysis
Dubai First
Supervisor - Business Development Unit
01.2008 - 03.2014
Job overview
- Supervised, guided & mentored team of Customer Service Executives managing business development functions like selling loans, balance transfers, insurance products, and customer base retention
- Oversaw critical measurement parameters of the channel encompassing Call Productivity, Call Flow, call Efficiency and Conversion
- Ensured achievement of targets & objectives that are set out for the year to enhance revenue build-up of portfolio
- Took appropriate action to improve and highlight representative statistics viz
- Base available, calls made, total sales and conversion rates
- Oversaw calls to improve call quality, minimize errors and track performance; maintained Scorecards; impart feedback and training to the team on an on-going basis
Dubai Bank
Customer Loyalty Officer
09.2004 - 12.2006
Job overview
- Contacted potential or existing customers to inform them about a product or service using scripts; communicated with customers applying for their account closure
- Played a key role in ensuring and maintaining 80% of customer retention rate
- Efficiently & effectively managed upgrade of cards and x-sell of loans and balance transfer
- Provided training and guidance to the team on product, systems & credit policies
Citibank
Customer Retention Officer
07.2002 - 08.2004
Job overview
- Managed all closure requests from account holders & retained them with an aggregate retention rate of 80%
Education
Mangalore University
Bachelor of Arts from English Literature & Psychology
Aptech InstituteMangalore, India
Diploma from Computer Applications
Skills
Highly experienced in Customer Relationship Management
Special Highlights
- Fetched a team award (As part of the Credit and Risk Team) for securing highest and fastest number of credit card approvals
- Known for expanding a 20 member telesales team to a team of 50: responsible for recruiting, training and mentoring team members during the merger process of Dubai First with First Gulf Bank, Dubai UAE
- Leadership Attributes: Driven to succeed and excel, Innovative in thought and solutions, Problem-solving, Persuasive Communicator
References
References available on request
Training
- Certified in NLP (Neuro-Linguistic programming)
- Certified Communication fitness Coach - by Coacheque, Vani.coach
Timeline
Credit Analyst
Dubai First
03.2014 - 05.2015
Supervisor - Business Development Unit
Dubai First
01.2008 - 03.2014
Customer Loyalty Officer
Dubai Bank
09.2004 - 12.2006
Customer Retention Officer
Citibank
07.2002 - 08.2004
Project Manager - Learning Experience
Vani. coach
7 2022 - Current
Mangalore University
Bachelor of Arts from English Literature & Psychology
Aptech Institute
Diploma from Computer Applications
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