Overview
Work History
Education
Skills
Work Preference
Timeline
AdministrativeAssistant
Anurag Sharma

Anurag Sharma

Assistant General Manager
Bengaluru, anurag,KA

Overview

9
9
years of professional experience

Work History

Employment Assistant General Manager

PVR INOX Cinemas
09.2023 - 09.2024
  • Oversee end-to-end operations for 200+ seat inbound/outbound contact centre, providing support to key clients
  • Managed operational budgets, ensuring optimal resource allocation to support strategic goals and maximize ROI
  • Negotiated with suppliers and vendors, optimizing contracts and reducing costs as part of strategic operational planning
  • Ensured sales targets were met and exceeded, currently overseeing a $20 million annual business
  • Collaborated with cross-functional teams (HR, IT, Compliance & Pre Sales) to streamline onboarding and training processes, reducing employee onboarding time by 25%
  • Developed and implemented strategic plans to enhance operational efficiency and achieve long-term business objectives
  • Led a team of 7 managers and 150+ associates to achieve SL A targets, driving 19% improvement in first call resolution (FCR), 23% in Net Promoter
  • Score (NPS) and reducing average handling time (AHT) by 14%
  • Led cross-functional teams in the creation of actionable strategic roadmaps, aligning operational initiatives with organizational goals
  • Acted as the primary point of contact for client escalations, ensuring prompt resolution and maintaining a 95% client satisfaction rate
  • Ensuring
  • Led, mentored, and developed staff to ensure peak performance for the Sales & Operations team across the entire South India Region.

Associate Manager

MPOWER
10.2022 - 06.2023
  • Financing
  • Set up the entire contact Centre for the organization
  • Managed daily operations for 125+ team members, handling customer success and back-office support
  • Supervised and mentored a team of 4 Team managers and 100+ agents, driving performance improvements and achieving 98% adherence to SLA metrics
  • Spearheaded implementation of a performance analytics system to track KPIs such as CSAT, NPS, and AHT, resulting in a 15% increase in customer satisfaction
  • Designing schedules and capacity planning for operation and also working on forecasting with historical data support
  • Achieved the highest sales target for the organization by getting $4 million and attaining a stretch goal of $6.5 million monthly
  • Introduced multiple LOBs for customer channels- Voice, Chat and Email
  • Designed the entire IVR system for the organization by collaborating with all departments-Sales, Marketing, and Strategy
  • Enhanced team productivity by implementing efficient project management strategies.

Assistant manager

OPTUM GLOBAL SOLUTIONS
10.2020 - 05.2022
  • Managed operations by handling customer service and back-office support for clients in the healthcare sector
  • Led a team of 50 agents, providing coaching and training on product knowledge and customer handling skills
  • Lead escalation department for claims
  • Managing inventory planning for multiple Line Of Business (LOB).

Assistant Manager

British Telecom
01.2016 - 09.2020
  • Concentrix
  • Led and supported pilot batches for Telecom Clients-Orange,
  • EE & T-Mobile
  • Managing Different LOB -Chat, Voice & Backend with over 45+ team size
  • Assisted in recruiting, interviewing, hiring, and onboarding of new employees to maintain adequate staffing levels.

Education

Bachelor of Science - undefined

IIM
2023

Bachelor of Science -

Sunrise University
2010

Skills

  • Operations Management
  • Business Development
  • Budgeting and Financial
  • Planning
  • Customer Success
  • Client Relationship
  • Management
  • Quality Assurance
  • Risk Management &
  • Compliance
  • Strategic planning skill
  • Cross-functional
  • Collaboration
  • Profile
  • Experienced Operations Manager with 9 years of expertise in the sales and
  • Operations industry Recognized for consistently enhancing performance
  • Optimizing service delivery, and ensuring exceptional customer success and client
  • Satisfaction Skilled in leading large teams, executing strategic initiatives, and
  • Improving operational efficiency to meet business objectives Proven track record
  • Of managing cross-functional projects and delivering top-tier service to global
  • Clients, resulting in transformative results for Fortune 500 companies and startups

Work Preference

Work Type

Full Time

Work Location

RemoteOn-SiteHybrid

Timeline

Employment Assistant General Manager

PVR INOX Cinemas
09.2023 - 09.2024

Associate Manager

MPOWER
10.2022 - 06.2023

Assistant manager

OPTUM GLOBAL SOLUTIONS
10.2020 - 05.2022

Assistant Manager

British Telecom
01.2016 - 09.2020

Bachelor of Science - undefined

IIM

Bachelor of Science -

Sunrise University

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Anurag SharmaAssistant General Manager