Anurag Sharma
Ghaziabad
Overview
8
8
years of professional experience
Work History
Global Care Officer
Global Indian International School
Noida
02.2024 - Current
- Ensure seamless transition and integration for newly admitted students into the school system.
- Coordinate with various departments to facilitate the smooth enrollment process, including documentation and orientation.
- Act as a primary point of contact for parent inquiries, concerns, and complaints.
- Address parental grievances promptly and effectively, striving to achieve satisfactory resolutions.
- Receive and handle escalations from teachers regarding student-related issues or administrative matters.
- Oversee the procurement process for student materials, including uniforms, textbooks, and supplies.
- Track and analyze the school's Net Promoter Score (NPS) to gauge parent and student satisfaction levels.
- Identify areas for improvement based on NPS feedback and implement initiatives to enhance overall satisfaction and loyalty.
- Supervise and lead the call center team responsible for handling inbound and outbound communication.
- Provide guidance, training, and support to call center staff to ensure professional and efficient service delivery.
- Monitor call center performance metrics, such as response times and customer satisfaction, and implement strategies for improvement.
Community Manager
Cuemath (Cuelearn Pvt Ltd)
11.2020 - 05.2021
- Successfully led and managed a team of 6 Teacher Mentors, fostering a collaborative and high-performing work culture
- Implemented a robust monitoring system to ensure effective delivery of learning outcomes by teachers
- Partnered with senior management to identify training needs and developed and executed impactful training sessions
- Conducted engaging classes on the Cuemath platform, resulting in a thorough understanding of the company's offerings
- Demonstrated expertise in effectively troubleshooting teacher queries, resulting in enhanced teacher satisfaction
- Contributed significantly to achieving the company's NPS goals by providing responsive and effective support to teachers
- Built strong and productive relationships with teachers, leveraging them to achieve desired outcomes
- Enthusiastically managed the day-to-day operations of teachers, ensuring efficient and seamless operations.
Trainer
Jubilant Food Works (Dominos Pizza)
01.2019 - 10.2020
- Conducted comprehensive process training for Crew Members and Safe Delivery Riders, ensuring adherence to company standards and guidelines
- Organized engaging career development sessions for Associate Managers and above, promoting career growth and development
- Provided soft skill training to Front Line Order Takers and Hosts, enhancing their customer service and communication skills
- Implemented initiatives to enhance guest service and experience, resulting in improved customer satisfaction
- Successfully conducted new hire induction and training, ensuring seamless integration into the company culture and operations
- Delivered effective on-the-job training, enabling employees to acquire and improve relevant job skills
- Demonstrated proficiency in working with new restaurant openings, ensuring successful launch and smooth operations.
Practitioner
IBM India Pvt Limited
05.2016 - 12.2017
- Provided L1 voice, email, and chat support for Etihad Helpdesk, ensuring prompt and efficient resolution of customer queries and issues
- Demonstrated a keen focus on customer satisfaction by ensuring high CSAT scores on every ticket handled
- Displayed excellent communication skills in handling customer queries through various channels, such as phone, email, and chat
- Showcased strong problem-solving skills by identifying and addressing customer issues in a timely and effective manner
- Possessed expertise in providing B2B service desk support, enabling smooth operations and effective resolution of complex customer issues
- Fostered productive relationships with cross-functional teams, resulting in seamless coordination and effective resolution of customer issues.
Customer Care Executive
iEnergizer
12.2015 - 04.2016
- Excelled in the role of an Inbound Customer Care Executive at Domino's Pizza, providing exceptional customer service and support
- Demonstrated expertise in handling customer queries and issues through various channels, including phone and email
- Successfully mentored new hires, providing on-the-job training and guidance to ensure their seamless integration into the team and the company culture
- Possessed strong communication and interpersonal skills, enabling effective collaboration with cross-functional teams and ensuring timely resolution of customer issues.
Sales Manager
Cuemath (Cuelearn Pvt Ltd)
- Successfully mentored and motivated a team of 4 Sales Executives to achieve and exceed their sales targets
- Demonstrated strong leadership skills in leading the team to efficiently complete the sales cycle
- Served as a single point of contact for parents, students, and teachers, providing exceptional customer service and support.
Education
Bachelor Of Computer Applications -
MBU, Shimla
11.2015
References
References available upon request.
Hobbies and Interests
- Photography: Passionate about capturing the beauty of the world through the lens of a camera. Enjoy experimenting with different photography techniques and styles to create visually appealing images.
- Traveling: Love exploring new cultures and destinations, and have traveled extensively to various countries and cities across India. Appreciate the diversity of the world and enjoy immersing myself in new experiences.
Timeline
Global Care Officer
Global Indian International School
02.2024 - Current
Community Manager
Cuemath (Cuelearn Pvt Ltd)
11.2020 - 05.2021
Trainer
Jubilant Food Works (Dominos Pizza)
01.2019 - 10.2020
Practitioner
IBM India Pvt Limited
05.2016 - 12.2017
Customer Care Executive
iEnergizer
12.2015 - 04.2016
Sales Manager
Cuemath (Cuelearn Pvt Ltd)
Bachelor Of Computer Applications -
MBU, Shimla
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