Anmol Chaudhary
N. Delhi
Summary
Strategic Vice President with 17+ years of experience known for productivity and efficient task completion. Possess in-depth knowledge in Customer Service, Contact Center, Order Management, SCM, Finance. Excel in communication, problem-solving, and strategic planning to drive organizational success. Handled and served various Indian and overseas customers in telecom projects and e- commerce with proven abilities in relationship, people management and leadership skills.
Overview
2025
2025
years of professional experience
Work History
Vice President
Sleep Management Pvt Ltd
New Delhi
10.2020 - Current
- Developed and implemented customer-centric strategies to improve customer experience.
- Managed a team of customer service representatives to ensure quality assurance.
- Established processes to track customer feedback and analyze trends in order to develop better strategies for improving customer experience.
- Analyzed data from surveys, interviews, focus groups. to identify areas of improvement in the customer journey.
- Collaborated with marketing teams to design campaigns that drive customers towards desired actions or outcomes.
- Created reports summarizing key insights into the performance of existing initiatives related to customer experience management.
- Formulated policies and procedures for creating an exceptional customer experience across all channels.
- Identified opportunities to reduce costs and improve efficiencies across all areas of operations.
- Managed daily operations, including budgeting, forecasting, resource planning, and scheduling.
- Ensured compliance with applicable laws and regulations related to operations.
- Provided direction to staff on all aspects of operational processes.
- Monitored performance metrics to ensure that established objectives were met or exceeded.
- Collaborated with other departments in order to achieve organizational goals.
- Coordinated with vendors to obtain goods and services at competitive prices.
- Negotiated contracts with vendors, suppliers, customers, and other stakeholders as required.
- Analyzed data from various sources to identify trends in customer demand or operational efficiency issues.
- Maintained relationships with external organizations such as government agencies, regulatory bodies.
- Created reports summarizing operational results for management review.
<ul> <li>Setting up the complete process of Warehouse operation</li> <li>Handling and setting up the complete Logistic process</li> <li>Setting up complete Supply Chain operation</li> <li>Maintaining the P/L for operations</li> <li>Managing the inventory for shoots, consignment and MTO orders</li> <li>Managing the inventory and order fulfillment for our products on different marketplaces like Amazon.in, Amazon.com, Flipkart, Myntra, Jabong etc</li> <li>Set up the Inward and QC process</li> <li>Set up complete production process</li> <li>Vendor management</li> <li>Ensuring timely delivery of the orders to the customer</li> <li>Setting up KRA's for the team</li> <li>Hiring and manpower planning</li> <li>Daily Reporting</li> <li>Setting up the complete end to end process of Customer interactions</li> <li>Building in house team for customer service</li> <li>Timely response on all the customer communication channels like whatsapp, Instagram, email and etc</li> <li>Implementing and the new policy in order to give effective customer experience</li> <li>Integrating the new software to increase the productivity and efficiency</li> <li>Ensuring less cancellation and returns</li> <li>Daily Reporting</li> </ul>
Pipabella Accessories Private Ltd
03.2017 - 10.2020
- Setting up the complete process of Warehouse operation
- Handling and setting up the complete Logistic process
- Setting up complete Supply Chain operation
- Maintaining the P/L for operations
- Managing the inventory for shoots, consignment and MTO orders
- Managing the inventory and order fulfilment for our products on different maketplaces like Amazon.in, Amazon.com, Flipkart, Myntra, Jabong etc
- Set up the Inward and QC process
- Set up complete production process
- Vendor management
- Ensuring timely delivery of the orders to the customer
- Setting up KRA's for the team
- Hiring and manpower planning
- Daily Reporting
- Setting up the complete end to end process of Customer interactions
- Building in house team for customer service
- Timely response on all the customer communication channels like whatsapp, Instagram, email and etc
- Implementing and the new policy in order to give effective customer experience
- Integrating the new software to increase the productivity and efficiency
- Ensuring less cancellation and returns
- Daily Reporting
<ul><li>Company Overview: Website Process - AZAfashions.com</li></ul>
Aza Fashion Private Ltd
11.2016 - 02.2017
- Company Overview: Website Process - AZAfashions.com
<ul><li>Company Overview: Website/ Process: Exclusively.com</li><li>Set up the complete process of CS inhouse and outsourced</li><li>Managed in house & outsourced customer service process</li><li>Setup KPIs for both inhouse and BPOST</li><li>Ensuring timely response to the customers</li><li>Ensuring less cancellation and returns</li><li>Daily Reporting</li><li>Set up the complete process of Seller relationship and Order Management</li><li>Ensuring timely sharing of purchase orders (PO) with sellers</li><li>Implementation of the seller panel for the sellers</li><li>Streamlined the seller onboarding process</li><li>Managing and tracking the customers orders till the fulfillment</li><li>Giving feedback to internal departments regarding sellers issues</li><li>Ensuring timely seller payments, seller score card and regular meetings with seller</li><li>Timely payments to seller</li><li>Streamlined customer refunds</li><li>Ensuring Prices To Be Uploaded as per "Standard Margins" on the website</li><li>Monthly Reconciliation between seller and jasper accounts</li><li>Maintaining the legal agreements of the Seller</li><li>Correctness of Purchase orders (PO)</li></ul>
Jasper InfoTech Private Ltd (Snapdeal)
- 10.2016
- Company Overview: Website/ Process: Exclusively.com
- Set up the complete process of CS inhouse and outsourced
- Managed in house & outsourced customer service process
- Setup KPIs for both inhouse and BPOST
- Ensuring timely response to the customers
- Ensuring less cancellation and returns
- Daily Reporting
- Set up the complete process of Seller relationship and Order Management
- Ensuring timely sharing of purchase orders (PO) with sellers
- Implementation of the seller panel for the sellers
- Streamlined the seller onboarding process
- Managing and tracking the customers orders till the fulfillment
- Giving feedback to internal departments regarding sellers issues
- Ensuring timely seller payments, seller score card and regular meetings with seller
- Timely payments to seller
- Streamlined customer refunds
- Ensuring Prices To Be Uploaded as per "Standard Margins" on the website
- Monthly Reconciliation between seller and jasper accounts
- Maintaining the legal agreements of the Seller
- Correctness of Purchase orders (PO)
<ul><li>My job responsibility is to manage and motivate a team of 20 to 30 CSAs, regularly monitoring the calls and providing the feedback to the associates with regard to the quality and compliance standards</li><li>Organizing the timely sessions about the quality programs and also arranging the workshops to update the associates about the ongoing changes in the SLA, coordinating with the training department and imparting process training to new hires, generating MIS reports and achieving assigned targets in Customer Service, Customer Care and MIS</li><li>Responsible for end-to-end operational excellence of the assigned processes</li><li>Setting and meeting performance targets of speed and efficiency</li><li>Bring about sustained improvement in processes on an on-going basis</li><li>Leading and motivating Customer Service Associates</li><li>Preparing and maintaining all MIS report related to the Process</li><li>Monitoring the Quality and effectiveness and handling escalated complaints & Enquiries</li></ul>
Sparsh-Intelenet BPO Services Ltd
05.2005 - 07.2009
- My job responsibility is to manage and motivate a team of 20 to 30 CSAs, regularly monitoring the calls and providing the feedback to the associates with regard to the quality and compliance standards
- Organizing the timely sessions about the quality programs and also arranging the workshops to update the associates about the ongoing changes in the SLA, coordinating with the training department and imparting process training to new hires, generating MIS reports and achieving assigned targets in Customer Service, Customer Care and MIS
- Responsible for end-to-end operational excellence of the assigned processes
- Setting and meeting performance targets of speed and efficiency
- Bring about sustained improvement in processes on an on-going basis
- Leading and motivating Customer Service Associates
- Preparing and maintaining all MIS report related to the Process
- Monitoring the Quality and effectiveness and handling escalated complaints & Enquiries
<ul><li>Company Overview: Process: QRC, SR Management (non voice / Voice) PAN India, Airtel Prepaid/Postpaid - Telecom</li><li>Monitoring overall functioning of processes through maintaining KPIs</li><li>Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level</li><li>Coordinating integration with support functions viz</li><li>Quality & Compliance, Training and HR</li><li>Managing Team functions, performance appraisal, etc</li><li>Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets</li><li>Coordinating and ensuring meetings/ feedback sessions happen on a regular & consistent manner, skill based & refresher trainings happen regularly</li><li>Ensuring 100% revenue to maximize the process profitability</li><li>Ensuring maximum seat utilization through steps like rotating process 24</li><li>7 to increase the portability</li><li>Ensuring no overhead cost in order to deliver better P&L</li><li>Responsible for taking steps to ramp process if necessary</li><li>Responsible for smooth migration and transitioning of process</li><li>Maintaining excellent professional relations with clients to generate avenues for additional business</li><li>Handling customer centric operations & ensuring customer satisfaction by regular analysis and up gradation of delivery & service quality norms</li><li>Team Leader from 10th July'2009 to 31st April'2011</li><li>Process: QRC, SR Resolution (non voice) PAN India, Airtel Prepaid - Telecom</li><li>Span: 30 agents and 4 Circle</li></ul>
Aegis BPO Services Ltd
05.2011
- Company Overview: Process: QRC, SR Management (non voice / Voice) PAN India, Airtel Prepaid/Postpaid - Telecom
- Monitoring overall functioning of processes through maintaining KPIs
- Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level
- Coordinating integration with support functions viz
- Quality & Compliance, Training and HR
- Managing Team functions, performance appraisal, etc
- Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets
- Coordinating and ensuring meetings/ feedback sessions happen on a regular & consistent manner, skill based & refresher trainings happen regularly
- Ensuring 100% revenue to maximize the process profitability
- Ensuring maximum seat utilization through steps like rotating process 24
- 7 to increase the portability
- Ensuring no overhead cost in order to deliver better P&L
- Responsible for taking steps to ramp process if necessary
- Responsible for smooth migration and transitioning of process
- Maintaining excellent professional relations with clients to generate avenues for additional business
- Handling customer centric operations & ensuring customer satisfaction by regular analysis and up gradation of delivery & service quality norms
- Team Leader from 10th July'2009 to 31st April'2011
- Process: QRC, SR Resolution (non voice) PAN India, Airtel Prepaid - Telecom
- Span: 30 agents and 4 Circle
Skills
- Training Methodology
- Management Information Systems
- Financial Management
- Planning
- People Management
- Training Methodology
- Management Information Systems
- Financial Management
- Planning
- People Management
Projects
Fraud Management for Airtel., ID Reconciliation for Airtel., Project Change, Automation Of Purchase Order (PO) Creation, Implementation of Seller Panels
Accomplishments
- Achieved more than 100% growth within a year in various processes.
- Achieved the highest NPS score ever
- Made SCM and Customer experience a cost effective Department
- Initiated a special project of Fraud Management to reduce fraud waiver.
- Ensuring maximum performance output and motivation through regular R&R.
References
Available on Request
Experience
- Worked In Different Process as below -:
- 1) Airtel (Landline and Broadband) – Customer service Inbound and Outbound.
- 2) Reliance General Insurance - Backend
- 3) Barclays Welcome - Welcome Calling
- 4) Aircel - Customer service (Inbound)
- 5) Airtel (Mobility) - Backend and Calling.
Timeline
Vice President
Sleep Management Pvt Ltd
10.2020 - Current
<ul> <li>Setting up the complete process of Warehouse operation</li> <li>Handling and setting up the complete Logistic process</li> <li>Setting up complete Supply Chain operation</li> <li>Maintaining the P/L for operations</li> <li>Managing the inventory for shoots, consignment and MTO orders</li> <li>Managing the inventory and order fulfillment for our products on different marketplaces like Amazon.in, Amazon.com, Flipkart, Myntra, Jabong etc</li> <li>Set up the Inward and QC process</li> <li>Set up complete production process</li> <li>Vendor management</li> <li>Ensuring timely delivery of the orders to the customer</li> <li>Setting up KRA's for the team</li> <li>Hiring and manpower planning</li> <li>Daily Reporting</li> <li>Setting up the complete end to end process of Customer interactions</li> <li>Building in house team for customer service</li> <li>Timely response on all the customer communication channels like whatsapp, Instagram, email and etc</li> <li>Implementing and the new policy in order to give effective customer experience</li> <li>Integrating the new software to increase the productivity and efficiency</li> <li>Ensuring less cancellation and returns</li> <li>Daily Reporting</li> </ul>
Pipabella Accessories Private Ltd
03.2017 - 10.2020
<ul><li>Company Overview: Website Process - AZAfashions.com</li></ul>
Aza Fashion Private Ltd
11.2016 - 02.2017
<ul><li>Company Overview: Process: QRC, SR Management (non voice / Voice) PAN India, Airtel Prepaid/Postpaid - Telecom</li><li>Monitoring overall functioning of processes through maintaining KPIs</li><li>Identifying improvement areas and implementing adequate measures to maximize customer satisfaction level</li><li>Coordinating integration with support functions viz</li><li>Quality & Compliance, Training and HR</li><li>Managing Team functions, performance appraisal, etc</li><li>Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets</li><li>Coordinating and ensuring meetings/ feedback sessions happen on a regular & consistent manner, skill based & refresher trainings happen regularly</li><li>Ensuring 100% revenue to maximize the process profitability</li><li>Ensuring maximum seat utilization through steps like rotating process 24</li><li>7 to increase the portability</li><li>Ensuring no overhead cost in order to deliver better P&L</li><li>Responsible for taking steps to ramp process if necessary</li><li>Responsible for smooth migration and transitioning of process</li><li>Maintaining excellent professional relations with clients to generate avenues for additional business</li><li>Handling customer centric operations & ensuring customer satisfaction by regular analysis and up gradation of delivery & service quality norms</li><li>Team Leader from 10th July'2009 to 31st April'2011</li><li>Process: QRC, SR Resolution (non voice) PAN India, Airtel Prepaid - Telecom</li><li>Span: 30 agents and 4 Circle</li></ul>
Aegis BPO Services Ltd
05.2011
<ul><li>My job responsibility is to manage and motivate a team of 20 to 30 CSAs, regularly monitoring the calls and providing the feedback to the associates with regard to the quality and compliance standards</li><li>Organizing the timely sessions about the quality programs and also arranging the workshops to update the associates about the ongoing changes in the SLA, coordinating with the training department and imparting process training to new hires, generating MIS reports and achieving assigned targets in Customer Service, Customer Care and MIS</li><li>Responsible for end-to-end operational excellence of the assigned processes</li><li>Setting and meeting performance targets of speed and efficiency</li><li>Bring about sustained improvement in processes on an on-going basis</li><li>Leading and motivating Customer Service Associates</li><li>Preparing and maintaining all MIS report related to the Process</li><li>Monitoring the Quality and effectiveness and handling escalated complaints & Enquiries</li></ul>
Sparsh-Intelenet BPO Services Ltd
05.2005 - 07.2009
<ul><li>Company Overview: Website/ Process: Exclusively.com</li><li>Set up the complete process of CS inhouse and outsourced</li><li>Managed in house & outsourced customer service process</li><li>Setup KPIs for both inhouse and BPOST</li><li>Ensuring timely response to the customers</li><li>Ensuring less cancellation and returns</li><li>Daily Reporting</li><li>Set up the complete process of Seller relationship and Order Management</li><li>Ensuring timely sharing of purchase orders (PO) with sellers</li><li>Implementation of the seller panel for the sellers</li><li>Streamlined the seller onboarding process</li><li>Managing and tracking the customers orders till the fulfillment</li><li>Giving feedback to internal departments regarding sellers issues</li><li>Ensuring timely seller payments, seller score card and regular meetings with seller</li><li>Timely payments to seller</li><li>Streamlined customer refunds</li><li>Ensuring Prices To Be Uploaded as per "Standard Margins" on the website</li><li>Monthly Reconciliation between seller and jasper accounts</li><li>Maintaining the legal agreements of the Seller</li><li>Correctness of Purchase orders (PO)</li></ul>
Jasper InfoTech Private Ltd (Snapdeal)
- 10.2016
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