Anoop U
Associate Director- Customer Experience
Bangalore
Summary
A competent professional with 6+ years of qualitative experience in Customer Experience, Sales & operations. Expert knowledgeable in customer insight,strategy formulation, managing customer journey touchpoints, contact centre management, complaints management, stake holder management, service improvement and policy development. Recognized throughout career for being a visionary in Customer Experience in depth professional.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
4
4
Languages
Work History
Associate Director
Zolostays Property Solutions Pvt Ltd
Bangalore
06.2021 - Current
- Took multiple initiatives to ensure pleasant stay of customers amidst COVID-19 challenges
- Involved in multiple projects such as "Dilse Zolo" and "Zolo Care", which aided to the customers as well as increasing the tenant occupancy during COVID Lockdown.
- Built and handled L&D department of MyXP (Initiative by Zolostays) a Job-tec provider which offer job-guaranteed programme.
- Handled a team of 22 members and focused on content development as well as training execution of Sales training and backend training program
- Focusing on customers learning experience with a par excellence
- Guiding the entire team to work towards the end objective "Getting Placed" in any reputed organization.
Senior Manager
Zolostays Property Solutions Pvt Ltd
Bangalore
04.2019 - 06.2021
- Handled the Central Support function- a team of 52, alongside Centralized Operations during pre-covid and post-covid successfully.
- Performed as an Interim City Ops Lead along side central support, for a short span of 6 months which up-skilled knowledge on acquisitions and ground maintenance of the property.
- Successfully scaled up the NPS of the city from "Negative 2" to "Positive 64.9"
- Successfully executed the Idea of CDEC- Customer Delight and Evangelism Centre- A team of 12 focusing on all operational issues of the cities related to a customer.
- Balanced efficiently as well as effectively of customer experience and cost optimization.
- Contributed to the set up of a Centralized Procurement Department which has helped in bringing up the average rate/ order and optimizing operations expenditure.
- Improved CSAT from "40% in May 2020 to 85% with an overall TAT of 2.5 days" (ops-2.5 days and non-ops- 1 day) in the month of Feb 2020.
Customer Delight Manager
Zolostays Property Solutions Pvt Ltd
Bangalore
06.2018 - 05.2019
- Created Customer Delight Team in Zolostays who became the eyes and ears of the organization and eventually the strong advocates of Customer experience.
- Developed and managed a team of 15 well-trained and highly dedicated employees with a key objective in mind- Customer Happiness.
- Consistently scaled the CSAT and reduced TAT on escalations through well-focused coordination between the operations team and the customer, there by adding up to SOPs
- Augmented play-store rating from 3.3 to 4.4 with only organic customer reviews within a timestamp of 1 month right from Aug'19-Sep'19 and kept on retaining it since then.
- Simultaneously handled centralized customer support team of 52 members and operations of the City of Hyderabad(3 months).
- Executed and maintained GMB rating above 4 throughout the period from Oct'19.
Inside Sales Manager
Zolostays Property Solutions Pvt Ltd
Bangalore
02.2018 - 05.2018
- Focused on acquiring more clients.
- Generate revenue through qualified lead calling.
- Assist/guide customers who are looking for a comfortable stay throughout their tenure with Zolostays.
- Ensured thorough followups to close the deal.
- Cultivated productive relationships and maintained quality communications with customers to maximize client retention.
Business Development Associate
Byju's, Edu
Bangalore
06.2016 - 11.2017
- Taken care of UPSC preparation program focusing on the sales.
- Connected with inbound/outbound leads to provide more information via calls.
- Organized and conducted several offline workshops across south India as part of lead generation and conversion.
Marketing Management Trainee
AVLA NETTOS Exports, Exports
05.2012 - 11.2013
- Worked with multiple departments especially purchase department, production as well as marketing department and understood the functions in detail.
- Focused on client relations and marketing activities of the frozen seafood for export, focusing on overseas leads.
- Day to day task also involved in documenting all the transactions related to the export of the goods.
Education
Master of Business Administration - Marketing & Human Resources Management
DC School of Management and Technology
01.2014 - 01.2016
Skills
Project management
Accomplishments
Recognized as one of the Impactful Employee of Zolostays(06/2021)
Featured in "Zolobuzz", an internal newsletter which Inspire people to stay motivated and improve productivity.
Highest NPS recorded by any City- 64.9, Hyderabad(01/2020)
Secured the highest NPS secured by a city during the year 2019-2020 with an overage tenant occupancy of 3500
Timeline
Associate Director
Zolostays Property Solutions Pvt Ltd
06.2021 - Current
Senior Manager
Zolostays Property Solutions Pvt Ltd
04.2019 - 06.2021
Customer Delight Manager
Zolostays Property Solutions Pvt Ltd
06.2018 - 05.2019
Inside Sales Manager
Zolostays Property Solutions Pvt Ltd
02.2018 - 05.2018
Business Development Associate
Byju's, Edu
06.2016 - 11.2017
Master of Business Administration - Marketing & Human Resources Management
DC School of Management and Technology
01.2014 - 01.2016
Marketing Management Trainee
AVLA NETTOS Exports, Exports
05.2012 - 11.2013
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