Anshu Pathania
Gurgaon
Summary
Experienced and dedicated team leader with a passion for enhancing employee satisfaction and driving business success. With over 10 years of high-quality experience in the retail industry and expertise in Google Ads, brings a diverse knowledge base to effectively navigate the ever-evolving landscape. A hardworking team player, equipped with the necessary experience and knowledge to tackle any operational demand that comes the way.
Overview
10
10
years of professional experience
Work History
Team Leader
Cognizant
09.2023 - Current
- Handled an average team of 20+ employees including executives and SME's
- Managing the day to day activities of the team and motivating them to achieve organization goals
- Empowering team members with skills to improve their confidence, product knowledge and communication skills
- Conducting monthly/quarterly performance reviews
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
- Developed team members' skills through targeted coaching sessions, resulting in improved individual performance
- Conducted regular reviews of operations and identified areas for improvement
- Conducted training and mentored team members to promote productivity and commitment to friendly service
- Devised and implemented processes and procedures to streamline operations
- Handled Operations for Google Ads for different markets
- Work closely with the client on various projects (Skill Guide)
- Ensuring that the daily/weekly and monthly targets are met by the team
- Developed strong relationships with key clients, resulting in increased customer satisfaction and retention
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Streamlined workflows for increased efficiency, reducing turnaround times for critical tasks.
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
- Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly.
- Managed conflict resolution among team members, fostering a positive and collaborative work environment.
Quality Analyst
Cognizant
02.2022 - 09.2023
- Queue/ Team Management, Reports Handling using the internal tools and other systems to assess the requests and cases handled by the associates
- Improved quality scores from 65% to 85% by implementing a system of detailed and regular case reviews, ensuring consistent accuracy and high standards.
- Provided regular updates and quality framework changes to team leadership on quality metrics by communicating consistency problems or production deficiencies
- Updated Quality Framework by regularly inspecting forms for defects, making necessary adjustments as needed.
- Initiated measures to drive the Customer Satisfaction (CSAT) score to 85% on standard emails by incorporating a quality parameter into the Quality Guidelines, specifically focusing on respecting the email or phone preferences as outlined in customer requests.
- Conducted mock calls and led training sessions for both onboarding and tenured teams, focusing on the updated Quality and Compliance guidelines to ensure adherence and alignment with organizational standards.
- Managed and maintained Google Sheets for data reporting, capturing key quality metrics. Additionally, contributed to the preparation of weekly and monthly Weekly Business Reviews (WBRs), ensuring accurate and timely insights across different regions.
- Successfully reduced the escalation rate to less than 2% through the implementation of the Account Manager (AM) ping process, fostering proactive intervention and resolution.
- Proposed and worked on the integration of live audits for both the Email and Live channels, enabling real-time assessment and continuous improvement of quality metrics.
- Evaluated team performance by conducting regular audits, ensuring adherence to established quality standards and requirements.
- Focusing on improvement areas, refresher needs and compliance practices to aim 0% error rate and coordinate sessions of training with the required team.
- Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions.
- Created and revised procedures, checklists and job aids to reduce errors.
- Enhanced customer satisfaction by addressing and resolving complaints in a timely manner, demonstrating commitment to exceptional service.
Business Operations Specialist
Amazon
01.2021 - 02.2022
- Monitoring record of delivering results, processing large amount of data and report generation & management
- Reviewing and performing quality checks for the multiple Amazon marketplaces and teams through internal Audit
- Updated change in policies, procedures and guidelines for the QA operation team to reduce the issues/defects in a timely manner
- Developed new tool 'Rubix Guided Workflow' as Co-developer (non-technical)
- Introducing this tool helped to achieve 100% controllable decision accuracy and reduce auditors AHT saving 3 FTE for RA FNR program
Senior Analyst
Amazon
03.2015 - 01.2021
- Accountable for reviewing and performing print quality checks for Kindle and Paperback books
- Monitor vendor account details and identify and investigate non-payments, delayed payments and other irregularities
- Handling High Level Disputes, escalations and trouble tickets by Accounts Payable and ECR team
- Worked closely with Accounts payable team in order to reduce SLA
- Looking into Payments received through Check, Wire and ACH, identifying if any unapplied cash and handling those payments accordingly
- Suggested new insights and recommendations for process development which has increased more than 300$ revenue for business
- Worked as Subject Matter Expert (SME)
- Assessed customer needs and utilized suggestive selling techniques to drive sales
- Provided positive first impressions to welcome existing, new, and potential customers
- Boosted customer satisfaction levels through exceptional service, addressing concerns promptly, and providing a welcoming store environment
Education
MBA - Finance And HR
Punjab Technical University
PunjabSkills
- Teamwork and Collaboration
- People management
- Performance improvement
- Quality improvement
- Leadership
- Team motivation
- Client Relationship Management
- Team supervision
- Team building
- Problem-solving
Personal Information
Title: Team Leader
Timeline
Team Leader
Cognizant
09.2023 - Current
Quality Analyst
Cognizant
02.2022 - 09.2023
Business Operations Specialist
Amazon
01.2021 - 02.2022
Senior Analyst
Amazon
03.2015 - 01.2021
MBA - Finance And HR
Punjab Technical University
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