ANUGRAHA THEO JOHN
Dehradun
Summary
MBA-qualified people and operations professional with over 8 years of experience in team leadership, training, stakeholder engagement, client communication, and program coordination. Experienced in facilitating training sessions, conducting knowledge checks, developing learning materials, managing escalations, and building strong relationships with diverse stakeholders. Strong communication, presentation, documentation, and organizational skills, with fluency in English and Hindi. Seeking to apply these transferable strengths to community engagement, educational outreach, and awareness programs.
Overview
11
11
years of professional experience
Work History
TEAM MANAGER
WIPRO LIMITED
Gurgaon
03.2024 - 09.2025
- Led and coached a team of 20+ professionals, conducting regular discussions, feedback sessions, and performance support.
- Managed client and stakeholder relationships across APAC, ensuring alignment on requirements and enhancing service satisfaction.
- Reduced employee attrition by 80% through active listening, conflict resolution, regular engagement, and a supportive team environment.
- Supported the team in maintaining client satisfaction scores above 95%.
- Developed and delivered comprehensive onboarding and training plans, achieving a 100% successful training and onboarding outcome.
- Created cross-training framework to enhance team knowledge, confidence, and capability.
- Conducted client visits to represent organization and effectively communicate expanded service offerings.
TEAM MANAGER
WIPRO LIMITED
Gurugram
12.2020 - 07.2021
- Led people management activities, enhancing coaching, development, performance management, staffing planning, engagement, and retention.
- Coordinated resource planning and workload allocation to maintain schedule adherence and ensure uninterrupted service delivery.
- Planned and managed training initiatives, facilitating smooth process, tool, and client transitions.
- Worked closely with stakeholders and internal counterparts to resolve issues, meet turnaround times, and support service improvement.
ASSISTANT MANAGER / DOMAIN LEAD
WIPRO LIMITED
Gurugram
06.2018 - 11.2020
- Led the domain as a subject matter expert in US health benefits, retirement plans, payroll, and HR.
- Managed client escalations by tracking action items and communicating progress, resulting in timely resolution and improved client satisfaction.
- Conducted root cause analysis and shared findings and recommendations with stakeholders to inform preventive measures and enhance service quality.
- Identified training needs through customer feedback and case trends; facilitated targeted training and assessments to address knowledge gaps.
- Created and maintained knowledge materials and question banks and conducted monthly knowledge checks to support continuous learning.
SENIOR ASSOCIATE
WIPRO LIMITED
Gurugram
01.2016 - 06.2018
- Managed complex escalations and coordinated timely resolutions, fostering strong client relationships.
- Provided subject matter guidance in healthcare and payroll domains and supported knowledge sharing across the team.
- Trained new hires on procedures and best practices, enhancing role readiness and contributing to team performance.
ASSOCIATE
WIPRO LIMITED
Gurugram
07.2014 - 12.2015
- Utilized enterprise systems including Workday, PeopleSoft, Oracle, and Salesforce to maintain accurate records and streamline operations.
- Collaborated with cross-functional teams to enhance project delivery and efficiency.
- Analyzed data trends to support decision-making and strategic planning initiatives.
- Developed process documentation to streamline operations and improve consistency.
- Provided customer support, addressed inquiries, and resolved issues to enhance customer satisfaction.
Education
Master of Business Administration - Human Resource Management
Sikkim Manipal University
Directorate Of Distance Education07-2021
Bachelor of Science - Information Technology
HNB Garhwal University
Dehradun07-2014
Skills
- Stakeholder management
- Training & Facilitation
- Program Coordination
- Outcome analysis
- Event coordination
- Time & Schedule Management
- Documentation management
- Microsoft Excel
- Microsoft PowerPoint
- Microsoft Word
- Conflict Resolution
- Team mentoring
- Audience Engagement
- Public Speaking & Presentation
Accomplishments
- Increased CSAT by 30% and reduced repeat contacts by 25% through targeted coaching and improved issue resolution.
- Certified as a trainer and successfully delivered 3 training programs with a 100% success rate.
- Led a team of 15 employees and contributed to a 20% increase in productivity through effective delegation and collaboration.
Languages
- English, Full Proficiency
- Hindi, Full Proficiency
- Malayalam, Basic
- Punjabi, Basic
Timeline
TEAM MANAGER
WIPRO LIMITED
03.2024 - 09.2025
TEAM MANAGER
WIPRO LIMITED
12.2020 - 07.2021
ASSISTANT MANAGER / DOMAIN LEAD
WIPRO LIMITED
06.2018 - 11.2020
SENIOR ASSOCIATE
WIPRO LIMITED
01.2016 - 06.2018
ASSOCIATE
WIPRO LIMITED
07.2014 - 12.2015
Master of Business Administration - Human Resource Management
Sikkim Manipal University
Bachelor of Science - Information Technology
HNB Garhwal University