Summary
Overview
Work History
Education
Skills
Certification
Timeline
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Anmol Arora

Anmol Arora

Operations Manager - Optimization Specialist, Digital Optimization And Analytics Specialist, Operation Delivery Expert
New Delhi,Delhi

Summary

Expertise in: Sales Management Recruitment Management P&L Management Operation Management Team Management Process Improvement Escalation Management Quality Assurance SLA / TAT Management Capacity Planning Service Delivery Dashboard / MIS Training /Mentoring Domain Expertise: Optimization & Analytical Skills, Technical/Non-Technical SALES & Customer Service (Inbound & Outbound Calls), Back office operations, Voice & Non-Voice expertise. Account Optimization, Analytics & Reporting

Overview

8
8
Certifications
18
18
years of professional experience

Work History

Manager Operations Optimization & Analytics Expert

Cognizant Technology Solutions
New Delhi, Delhi
12.2013 - Current
  • Served customers in a friendly, efficient manner following outlined steps of service.
  • Created Google spreadsheets using for daily, weekly and monthly reporting and Google Slides for Weekly and Monthly Reviews
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Performance Assessment on the following metrics i.e. Revenue+, Advertiser Retention, Shrinkage, Attrition, Customer Support Quality & Customer Response Rate.
  • Managing a team of Account Managers who support Google advertisers with their Account Optimization and technical troubleshooting for ANZ & IN markets, segment LCS & SMB customers. Current team size is 80+

Program Manager – Recruitment & Operations

V5 Global Services Pvt. Ltd.
New Delhi, Delhi
01.2013 - 12.2013

Senior Manager Operations

SITEL India Pvt. Ltd., CHENNAI
Chennai, Tamil Nadu
09.2011 - 09.2012
  • Managed the DELL SOLUTION STATION business with a headcount of 200 associates
  • Aim is to optimize cost and increase revenue for the process. i.e. Responsible for P&L management.
  • Achieved our CSAT, FCR & Margin per Call targets MoM
  • Managed a strong team of Assistant Managers, Team Leaders, SME’s, Sales Coaches, and led Business Unit to achieve SLA targets

Senior Project Manager Operations

Cybernet Slash Support Pvt. Ltd., CHENNAI
Chennai, Tamil Nadu
05.2008 - 09.2011

Team Manager Operations

Dell International Services, Hyderabad & Chandigarh
Chandigarh, Punjab
01.2004 - 01.2006

Senior Technical Support Specialist

Hughes BPO Services
Gurgaon, Haryana
01.2003 - 01.2004

Process Associate

GECIS I.e. GENPACT
Gurgaon, Haryana
04.2001 - 01.2003

Education

Bachelor’s Degree - Commerce

Delhi University

MBA - Human Resources

Ulyanovsk State University, Russian Government University

Skills

    Operations Improvement

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Certification

Google Ads

Timeline

Creativity, Design Thinking & Innovation for Business

05-2021

Excel Essentials Course Completion Certificate

04-2021

Conscious Listening Course Certificate

02-2021

The Data Science Course 2020

10-2020

Write Better Emails

05-2020

Critical Thinking

05-2020

Google Ads

01-2014

Google Analytics & Reporting

01-2014

Manager Operations Optimization & Analytics Expert

Cognizant Technology Solutions
12.2013 - Current

Program Manager – Recruitment & Operations

V5 Global Services Pvt. Ltd.
01.2013 - 12.2013

Senior Manager Operations

SITEL India Pvt. Ltd., CHENNAI
09.2011 - 09.2012

Senior Project Manager Operations

Cybernet Slash Support Pvt. Ltd., CHENNAI
05.2008 - 09.2011

Team Manager Operations

Dell International Services, Hyderabad & Chandigarh
01.2004 - 01.2006

Senior Technical Support Specialist

Hughes BPO Services
01.2003 - 01.2004

Process Associate

GECIS I.e. GENPACT
04.2001 - 01.2003

MBA - Human Resources

Ulyanovsk State University, Russian Government University

Bachelor’s Degree - Commerce

Delhi University

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Anmol AroraOperations Manager - Optimization Specialist, Digital Optimization And Analytics Specialist, Operation Delivery Expert