Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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Anusha Xavier

Anusha Xavier

Bangalore

Summary

Seeking a challenging and adventures position always. I am a Sr. Team Leader at Allstate India Pvt. Ltd. with a proven track record in enhancing team performance and driving operational excellence. Skilled in leadership and data analysis, I successfully implemented employee recognition programs, boosting morale and retention rates. Adept at fostering strong customer relationships and mentoring teams to achieve organizational goals.

Overview

18
18
years of professional experience

Work History

Sr. Team Leader Operation

Allstate India Pvt. Ltd
Bengaluru
12.2022 - Current
  • Prepare and support new employees to enhance onboarding experience.
  • Evaluate staff performance, providing coaching to address inefficiencies.
  • Deliver detailed reports for forecast analysis and ad-hoc decision-making support.
  • Monitor team performance, offering constructive feedback to boost productivity.
  • Develop improvement plans aligned with organizational goals and specifications.
  • Facilitate open dialogue and consensus-building to improve decision-making processes, with a collaborative approach.
  • Implement employee recognition programs, enhancing morale and retention rates.
  • Maintain an inclusive team culture, promoting respect and understanding among team members.

Team Leader Operation

Visionet Systems Pvt. Ltd
Bengaluru
11.2018 - 12.2022
  • Evaluated staff performance against established objectives, offering praise and identifying areas for improvement.
  • Developed targeted improvement plans aligned with organizational goals and specifications.
  • Provided comprehensive reporting for forecast analysis and ad-hoc needs to support decision-making.
  • Coached team members to address inefficiencies and enhance overall productivity.

Duty Manager Deployed in Microsoft PVT LTD

Concentrix Pvt Ltd
Bengaluru
08.2016 - 10.2018
  • Monitored email inbox for escalations, assigning skilled technicians to resolve issues promptly.
  • Conducted needs analysis and generated reports to enhance service delivery.
  • Ensured high-quality work across products and processes while meeting service level agreements.
  • Solicited customer feedback to identify weaknesses and implement improvements.
  • Organized and oversaw assignments to drive operational excellence.
  • Initiated strategies to enhance customer relations, quality standards, and service efficiency.
  • Established team priorities, maintained schedules, and monitored performance metrics.
  • Mentored junior staff in best practices, fostering adherence to procedures.

Customer Relationship Manager

Hewlett-Packard PVT LTD
Bengaluru
05.2010 - 09.2014
  • Handled HP Desktop Hardware for Small and Medium Business clients.
  • Supported prospective customer activities during contract phase through solution-oriented presentations.
  • Utilized data and analytics to drive business improvements and informed decision-making.
  • Ensured adherence to service level measures while maintaining high-quality work standards.
  • Oversaw activities of Junior Executives, formulating quarterly business plans and strategies.
  • Delivered exceptional customer care, fostering strong relationships with existing clients.
  • Managed resources and assets in compliance with industry standards and regulations.
  • Cultivated customer loyalty through personalized interactions and effective case management.

Technical Support Engineer

Dell International PVT LTD
Bangalore
11.2007 - 04.2010
  • Monitored ticketing system queues for incoming requests from customers.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
  • Provided remote assistance to end-users when needed.
  • Configured, maintained, and monitored computer systems for optimal performance.
  • Assisted customers with troubleshooting software and hardware issues.

Education

Bachelor of Arts - PUBLIC ADMINISTRATION, POLITICS

Gandhi Institute of Technology & Management-GITAM
Bangalore

Skills

  • Leadership and team management
  • Effective communication
  • Account management
  • Customer relations and support
  • Issue escalation handling
  • Microsoft Excel
  • Microsoft Word
  • Microsoft PowerPoint
  • Training and mentoring
  • ITIL V3 foundation 2016
  • AIDA L1 certification

Accomplishments

  • Best Leader Award for 2023-24, this award was given by the senior operations manager of the department
  • I got promoted to a senior team leader in the origination post after 18 months of tenure
  • Helped make several process enhancements to remove any redundant work done by the team & to improve efficiency.
  • Updated and maintained job aid and SOP to ease work for the employees

Timeline

Sr. Team Leader Operation

Allstate India Pvt. Ltd
12.2022 - Current

Team Leader Operation

Visionet Systems Pvt. Ltd
11.2018 - 12.2022

Duty Manager Deployed in Microsoft PVT LTD

Concentrix Pvt Ltd
08.2016 - 10.2018

Customer Relationship Manager

Hewlett-Packard PVT LTD
05.2010 - 09.2014

Technical Support Engineer

Dell International PVT LTD
11.2007 - 04.2010

Bachelor of Arts - PUBLIC ADMINISTRATION, POLITICS

Gandhi Institute of Technology & Management-GITAM

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Anusha Xavier