Anuj Manchanda
New Delhi
Summary
To be associated with a progressive organization that gives scope to apply my educational and professional skills and provides with advancement opportunities and knowledge empowerment. Highly keen to learn, grasp, and deliver both individually and as a proactive team member. Possess strong attention to detail and well-developed time management abilities.
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Operations Customer Care Associate
Webhelp
9 2022 - Current
- Data Analysis to identify common errors and implementing improvement
- Publishing reports on an excel such as Quality, AHT and chats count
- Completed AHT analysis of over 100+ resources and brought over 99% clearance in Supported Nesting batches
- Creating Process related reports
- Promptly handled average of 100+ chats and complaints per day and brought 15% increase in customer satisfaction rate
- Managed chat flow with up to 3 consecutive chats in queue
- Receive inbound customer service chats and provide world-class service in every interaction for optimal call Centre performance and customer satisfaction
- Process Internal Audit
- Making Training Plans for every team member to improve their skills & improvement
- Achievements: Awarded Employee of the Quarter.
Operations Revenue Customer Care Associate
Fareportal
04.2019 - 03.2020
- Received inbound customer service calls and provided world-class service in every interaction for optimal call centre performance and customer satisfaction
- Provided support and coaching to agents regarding the highest quality of customer service
- Made outbound calls to airline staff for end customer ticketing issues and followed up regarding flight changes
- Made new bookings/reservations for new customers and collected payments
- Handled customer travel disputes, resolving queries over the call
- Achievement: Increased sales by 20%, Top performer of the month for outstanding achievement in customer service
- Internal audit of the Process on regular basis.
Customer Associate
Jindal Intellecom Ltd
07.2018 - 02.2019
- Part of Tele-brands sector
- Attended escalation calls apart from normal calls
- Conveyed client requirements to team regarding sale process
- Attained daily, weekly, and monthly targets specified by the process
- Adhered to the schedule prescribed by the TL.
Education
10th - Accounting
New Era Public School
New Delhi 01.2008 - 04.2009
12th -
New Era Public School
New Delhi 03.2010 - 04.2011
Advanced Certification in Data Science and Artificial Intelligence -
IITM Pravartak Technologies Foundation
07.2023 - 04.2024
B.A in Tourism Studies (BTS) - undefined
IGNOU
Skills
SQL
Microsoft Excel
Python
AI
Reporting and analysis
Complaint Handling
Team Handling
Languages
Hindi
Bilingual or Proficient (C2)
English
Advanced (C1)
Interests
Watching Movies
Cricket
Defense related Video
Certification
Advanced Certification in Data Science and Artificial Intelligence, IITM
Timeline
Advanced Certification in Data Science and Artificial Intelligence -
IITM Pravartak Technologies Foundation
07.2023 - 04.2024
Operations Revenue Customer Care Associate
Fareportal
04.2019 - 03.2020
Customer Associate
Jindal Intellecom Ltd
07.2018 - 02.2019
12th -
New Era Public School
03.2010 - 04.2011
10th - Accounting
New Era Public School
01.2008 - 04.2009
Operations Customer Care Associate
Webhelp
9 2022 - Current
B.A in Tourism Studies (BTS) - undefined
IGNOU