Anusheela Gohain

Project Manager (Jan 24 - present)

Served as a strategic anchor for 2 leads and a team of 20 coaches, reducing non-responsive client rate from 16.3% to 5.6%, increasing retention rate from 5% to 11%, improving product rating from 3.8 to 3.91, and achieving an NPS of 56.7 by helping the team meet and exceed their targets.

Escalations Manager (June 23 - December 23)

As Escalations Manager, reduced ticket inflow from 1012 to 414 and escalations from 218 to 125 by implementing regular follow-ups and daily pendency closures, increasing retention rate from 72.31% to 87.67% through team collaboration and post-resolution satisfaction tracking.

Senior Quality Auditor (Aug 22 - May 23)

Pioneered the framework and score parity parameters for testing coaches, improving coaching quality by providing actionable feedback, and reducing coaching-related escalations by 20% within 3 months.

Transform Habit Coach (Jun 21 - Jul 22)

Guided over 70 clients toward healthier lifestyles through personalized coaching on exercise, sleep, stress, and nutrition, helping them achieve weight loss or management goals while maintaining consistent 3-4 PMS scores, and contributing to initiatives like serving as a coaching buddy.

Created personalized training plans, motivated clients to achieve fitness goals with positive reinforcement, and ensured safety by enforcing proper procedures.

Onboarded major corporates, including Coca-Cola, to support farmer causes through CSR initiatives (www.sponsorafarmer.org), implemented feedback mechanisms to gather community insights, and contributed to Farmguide's mission of empowering farmers through data-driven agritech solutions.

Provided exceptional customer service, ensuring a positive flight experience for passengers, while demonstrating expertise in airline systems and procedures to ensure smooth operations and compliance.

Led customer acquisition and relationship management, boosting customer loyalty and web traffic, while overseeing vendor onboarding and ongoing management to ensure seamless operations.

Managed choreography assignments for dancers at beginner, intermediate, and competitive levels, and coordinated multiple wedding choreography events across various locations and scales.

Assisted senior management in achieving sales goals, directly contributing to sales operations and engaging with potential customers.

Contributed to acquiring new customers by pitching language programs, including Mandarin, and counseled potential clients on the benefits of language learning, securing, and extending registrations.