Anurag Bhatia
Pune
Summary
Extensive experience exceeding 20 years in various organizations, specializing in tech support, mortgage operations, customer retention, sales strategies, and escalation management.
Dynamic Escalation Manager at Cohesity with over 7 years of experience in conflict resolution and technical communication. Proven track record in driving client satisfaction and resolving critical issues. Adept at analytical thinking and data analysis, consistently delivering effective solutions that enhance operational efficiency and strengthen client relations.
Overview
20
20
years of professional experience
1
1
Certification
Work History
Escalation Manager
Cohesity
Pune
12.2019 - Current
- Managed escalations for clients and internal teams globally.
- Engage with clients and internal teams to evaluate circumstances and steer initiatives in desired direction.
- Challenge and dispute handling.
- Exhibited strong communication skills through precise articulation of technical challenges and their implications for business
- Demonstrated strong analytical and comprehensive problem-solving abilities
- Displayed capabilities in directing and energizing individuals by formulating and executing solutions for complicated challenges.
- Bring over 7 years of escalation management background, encompassing account escalation and proven track record in addressing critical customer circumstances.
- Familiarity with data center, storage, networking, and virtualization technologies.
Customer Care Coordinator
Symantec Software Ltd.
Pune
06.2015 - 12.2019
- Joined as customer care coordinator, facilitating a smooth onboarding process.
- Managed renewals for one year, ensuring client retention and satisfaction.
- Served as duty manager since June 2018, overseeing daily operations.
- Handled escalations effectively while preparing detailed reports to track performance.
Customer Care Coordinator
Homeward Residential India Pvt Ltd (An Ocwen Company)
Pune
08.2013 - 06.2015
- Coordinated inbound and outbound calls for US-based mortgage company.
- Assisted customers with mortgage-related inquiries and concerns.
- Negotiated payment arrangements for overdue accounts to facilitate resolution.
- Discussed modification and settlement options with clients facing foreclosure.
CRA
Hutchison 3 Global Services
07.2009 - 07.2012
- Worked for Customer Options team as a CRA from July to December 2009.
- Worked for Direct Upgrades as a CRA from December 2009 to July 2012.
- Won the best advisor award of the month for four times.
- Was awarded the Iphonatic winner and was appreciated by Dave Dyson.
- Besides managing my own performance have helped new members in the team to improve on key metrics like their conversion and AHT.
- Have taken the responsibility of conducting briefings to discuss updates, set targets and managing the team in absence of Team leader/Team coach.
Team Leader
P2G Solutions
Indore
09.2007 - 07.2008
- Handled a team of 14 agents
- Worked with three different international outbound processes
- Was trained on different accents (U.S, U.K, Aus)
Level II Tech Support
NIPUNA (Satyam)
Hyd.
10.2006 - 04.2007
- Acted as senior team member for ISP technical assistance at AT&T.
- Developed website to facilitate collaboration among colleagues.
- Assisted team members with various technical issues.
Subject Matter Expert
SITEL INDIA
Hyd.
09.2005 - 09.2006
- Partnered with two varied international ISP process integrations.
- Advanced to SME role within five months
- Provided technical support for Dialup and broadband services at Earthlink and Bell Canada
Education
Bachelor's - Commerce
Correspondence
01.2017
Skills
- Escalation management
- Conflict resolution
- Technical communication
- Analytical thinking
- Data analysis
- Client relations
Hobbies and Interests
Listening to songs and watching movies.
Affiliations
- love listening to music and travelling to new places.
Certification
- I completed certification for hardware and networking
- I have done training for project management
Disclaimer
Signature
Professional Qualification
JCHNP a thirteen month course from Jetking India Ltd., Indore. MP
Timeline
Escalation Manager
Cohesity
12.2019 - Current
Customer Care Coordinator
Symantec Software Ltd.
06.2015 - 12.2019
Customer Care Coordinator
Homeward Residential India Pvt Ltd (An Ocwen Company)
08.2013 - 06.2015
CRA
Hutchison 3 Global Services
07.2009 - 07.2012
Team Leader
P2G Solutions
09.2007 - 07.2008
Level II Tech Support
NIPUNA (Satyam)
10.2006 - 04.2007
Subject Matter Expert
SITEL INDIA
09.2005 - 09.2006
Bachelor's - Commerce
Correspondence
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