Anubhav Lugun

Work History

American Express India Pvt Ltd

Gurgaon

09.2021 - Current

Core merchant marketing data analysis and consultation
Sharing data driven merchant campaign sizing and target segmentation to client and marketing management team
B2B campaign life cycle from conceptualization till market deployment
Working out Marketing channel strategies, creating data ﬂow tests and control population for analytics
In-depth knowledge of RedPoint Interaction and Salesforce
Stakeholder management
Created automated Quality Assurance tool for the team using Selenium/VBA
Trusted in the entire team for handling problematic stakeholders to completion
Reduced operational risks while organizing data to forecast performance trends
Trained and guided team members to maintain high productivity and performance metrics
Trained and helped in successful on-boarding of a new B35 this year (2023)

American Express India Pvt Ltd

Gurgaon

10.2018 - 09.2021

Sales practice monitoring for high risk behaviours, regulatory and/or procedural errors
Recommended process enhancement opportunities
Worked on self initiated 21 Excel/VBA projects during this tenure that includes area of improvement such as BAU
Reporting and Analytics, automated Team a endence tracker
Team eﬃciency reporting solutions for management and more
Partnered with PMA/BST teams for alignment on value generating sales practice and behaviours
Partnered with compliance team to develop and execute new automated target testing
Call driver identiﬁcation to ﬁnd optimum areas of error on a value genera on call
Created Automated call distribution tool for T3 teams (Test the Tester)
Tested functional and compatibility of new programs or updates in comparison to existing applications.
Authored and maintained well-organized, efficient and successful manual test cases for entire team.
Gathered data on integration issues and vulnerabilities, reported findings and recommended improvements.
Monitored resolution of bugs, tested fixes and helped developers tackle ongoing problems by providing QA perspective.
Gained strong leadership skills by managing projects from start to finish.

Teleperformance India Pvt Ltd

Gurgaon

10.2016 - 10.2018

Training certiﬁcation received from AT&T and Adobe
SOP, Training module development and design
Product, Service Knowledge and System Training facilitation
Performance Assessment and Evaluation
New hire Coaching and Feedback
Content gamiﬁcation, team building and delivery
Compliance Training
Explaining key performance indicators (KPIs) to new hires
Interim Team leading experience for new batch
Mentored team members to enhance professional development and accountability in workplace.
Made hiring recommendations to increase company's productivity and profitability with quality workers.
Increased employee performance and job satisfaction to strengthen retention and engagement.
Monitored security to protect employees, customers and property.
Supervised day-to-day operations to meet performance, quality and service expectations.
Assisted in organizing and overseeing assignments to drive operational excellence.
Defined clear targets and objectives and communicated to other team members.
Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

Teleperformance India Pvt Ltd

Gurgaon

06.2014 - 10.2016

Call Monitoring Scoring and Evaluation
Compliance Assurance
Agent Feedback loop and Coaching
Collaborating with training teams to develop and deliver training modules
Taking process quality sessions with new batches
Performance and Trend Reporting
Root cause Analysis for Identifying chronic issues found during call audit
Knowledge of Six Sigma Quality tools implementation for process improvement
Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
Collaborated with management to provide training on improved processes and assisted with creation and maintenance of quality training.
Developed and maintained quality assurance procedure documentation.
Developed training materials, SOPs and work instructions to supplement new team member onboarding.
Recorded findings of inspection process, collaborating with quality team to implement corrective actions.
Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
Performed standard first article inspections and random sampling inspections to verify adherence to customer standards.