Anjali Nangalia
Mumbai
Summary
Result Oriented AVP with a proven track record in Business Operations and Processes in Customer Excellence. Skilled in Business transformation through customer-centric and process solutions, P&L management, People leadership for large global teams across 15 delivery centers in US, UK, Europe and Asia. Driving business growth through Sr. Client Relationships, Conceptualizing and implementing target operating models. Working closely on CEO-based Complaint Management. Managing Contact Centre end to end, driving various projects like NPS, Upgrades, Acquisition, Upselling, and Process Excellence. Strategic leader in management field known for high productivity and efficient task completion. Possess specialized skills in operational strategy, team leadership, and conflict resolution. Excel in communication, adaptability, and problem-solving to achieve organizational goals.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Managing US, UK CRM and Contact Centre.
Firstsource India Ltd.
Mumbai
11.2024 - Current
- Managing workforce exceeding 2500 employees.
- Playing an integral role in the bidding process to acquire new operations.
- SPOC for various Special Projects like Process Maturity Model, Contractual Self Assessment, AI integration
- Collaborating directly with CEO, President, and SVPs on refining processes.
- Directing consistent achievement of daily performance goals.
- Maintaining compliance with relevant legal and regulatory standards in operations.
- Mitigated business risks by working closely with staff members and assessing performance.
- Supervised daily operations of multi-million dollar divisional operation.
- Analyzing data to identify trends, risks, and areas of improvement for operations processes.
- Forming and sustaining strategic relationships with clients.
- Coordinating staff across multiple locations with stellar record of meeting or exceeding demanding targets.
- Collaborating with various departments to identify operational challenges and plan corrective actions.
- Implementing stronger enforcement measures, leading to substantial improvements in operations.
- Creating strategies that improved customer service levels while reducing costs.
- Creating effective business plans to focus strategic decisions on long-term objectives.
Zonal Head
Mahindra Holidays and Resort India Ltd
Mumbai
08.2022 - 11.2024
- Supervised operations for bases and contact centers in diverse geographical regions including India, UK, US, and Australia.
- Managed customer service end-to-end.
- Creating and Overseeing Programs for Sales enhancement
- Continuously assessed and optimized the process to improve efficiencies
- Assisted the VP with New Projects and Strategies
- Managed ROI for the activities conducted to boost the performance
- Budget and Forecast planning done
- Collaborating with Global Stakeholders
- Visited multiple locations to conduct audits and meet deliverable requirements.
- Analyzed TAT & SLA impact to ensure productive optimization
- Productivity & efficiency management for the entire Contact Centre, including 20 Branches
- Reported to Vice President for the PAN India branches & Contact Centre
- Managed 500+ FTEs, 20 Branch Manager Operations
- 24/7 work culture to manage real-time customer queries
- Ensured the growth of business and profits of a company in a particular zone in PAN India and conducting sales and marketing-related activities
- Managing customer base of 5 Lakhs+ and ensuring their satisfaction at par
- Rigorous monitoring achievements of the team for the targets given, by keeping a monthly checks and review
- Weekly review of stakeholders and showcase the improvement in member's database
- Target achievement by the area manager and their respective team
- Ensure satisfactory resolution of client queries and concerns promptly
- Weekly Quality & Audit checks
- Driving NPS at Organizational Level
- Creating new dashboard for smooth monitoring of each process
- Monthly & Weekly Review slides to be created for CEO MDs
- Communicate product schemes and offers to the regional managers and ensure their implementation
- Achieve inventory planning and control in such a manner that the stock is sufficient for immediate order fulfillment
- Communicate the proposed inventory level to the VP for approval
- Coordinate with the Marketing team and their stakeholders for the organization of seminars, meets, and conferences on Zonal Level for building a prospective client database
- Conducted regular sales meetings with regional teams to review performance, assign targets and discuss strategies for improvement.
- Built and maintained high performing teams by identifying top talent and focusing on growth and development while coaching and mentoring.
- Led training sessions on sales techniques, customer service and product knowledge for new staff members.
- Established strong relationships with key customers to understand their needs better.
Senior Manager
BYJUs Whitehat Education Technology Pvt Ltd
06.2020 - 08.2022
- Managing 300+ FTEs, a 24/7 work culture to manage real-time customer queries
- Manage projects on a timely basis ensuring timescales and budgets are met
- Managing US, UK, Australia & Indian Contact Centre catering to the entire Member Base
- Reporting to the SRVP for enhancing the workload and productivity
- Driven Customer Service end to end
- Driving NPS for entire organization
- Maintain overall control of the schedule of deliverables, allocating appropriate resources to ensure timely resolutions
- Enhanced area operations with enhanced operation strategies
- Identified opportunities by proactively working with Cross-functional teams
- Work with customers, employees, and marketers to increase brand loyalty and revenue
- Performed all duties to provide full customer satisfaction and retain the customer
- Managed CEO-based complaints and Social Media escalation
- Trained the new joiners and managed learning gaps within the team to get everyone to work on the same page
- Work closely with the Product Team to get a new dashboard created
- Define Incentive + PMS structure so maximum agents will be able to drive the targets
- Hockey stick approach for all processes that are inherited to improve efficiency 100%
- Amended SOPs for process enhancement
- Created profile for the newly acquired customer (After sales operations work managed)
- Help customers with a one-stop-shop, and provide end-to-end resolution
Senior Operations Team Leader
Tech Mahindra
11.2011 - 05.2020
- Managing 100+ FTEs, UK Telecom Business, 24/7 work culture
- Recognized for high levels of customer satisfaction by interacting with support groups
- Manage high NPS throughout the tenure
- Manage backend and frontend workloads like Chat, Email, Calls, and tickets
- Managing CEO complaints and real-time chat for UK-based customers to get the best customer experience
- Amended SOPs for process enhancement
- Worked closely on mis-selling and incorrect cancellation for Brand 3
- Managed collection process and trained agents for smooth process adherence
Education
Lean Sigma Black Belt Certified -
Henry Harvin
03-2025
Bachelor of Commerce -
01.2012
Higher Secondary Certification -
NIOS
Delhi01.2003
Secondary School Certificate -
Mumbai University
Mumbai01.2001
Skills
- Client Management
- Organizational Growth Strategies
- People Management
- Revenue Forecasting Skills
- Client Interaction Expertise
- Customer Service
- Hiring and Training
- Budget and Forecast
- Client Engagement
- Quality & Training
- Attrition and Clearance
- P&L
- Planning Strategy for Business Enhancement
- Operation Support and Planning
- SOPs
- Upgrades & Acquisitions and Referral Program
- Client Servicing
- Learning and Development
- Growth Planning
- ROI through Marketing Activities
- Process improvement
- Strategic planning
Languages
- Hindi, Proficient
- English, Proficient
- Marathi, Proficient
Additional Information
Driving, Cooking, Traveling, Result Oriented AVP with a proven track record in Business Operations and Processes in Customer Excellence. Skilled in Business transformation through customer-centric and process solutions, P&L management, People leadership for large global teams across 15 delivery centers in US, UK, Europe and Asia. Driving business growth through Sr. Client Relationships, Conceptualizing and implementing target operating models. Working closely on CEO-based Complaint Management. Managing Contact Centre end to end, driving various projects like NPS, Upgrades, Acquisition, Upselling, and Process Excellence.
Hobbies
- Driving
- Cooking
- Traveling
Certification
- Lean Six Sigma Green Belt Certified
Languages
Hindi
First Language
English
Advanced (C1)
C1
Timeline
Managing US, UK CRM and Contact Centre.
Firstsource India Ltd.
11.2024 - Current
Zonal Head
Mahindra Holidays and Resort India Ltd
08.2022 - 11.2024
Senior Manager
BYJUs Whitehat Education Technology Pvt Ltd
06.2020 - 08.2022
Senior Operations Team Leader
Tech Mahindra
11.2011 - 05.2020
Lean Sigma Black Belt Certified -
Henry Harvin
Bachelor of Commerce -
Higher Secondary Certification -
NIOS
Secondary School Certificate -
Mumbai University
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