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
Process optimization
Services optimization
Financial operations
Customer Relationship Management (CRM)
Fluent in English & Hindi
Staff Management
P&L Management
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