Anuradha Singh

MakeMyTrip–Present Senior Manager -Project/Product– Customer Contact Group Product/Project Management o Managing the designing & development of a homegrown CRM Tool o Coordinating with the extended stakeholders in developing the multiple facets CRM o Associating and collaborating with product managers of various in house platform to create features and working towards a vision of one stop CRM Tool o Conceptualizing on the requirements for the new features & brainstorming with tech teams/UX design/coders and developers on delivering a finished product o Being a part of the UAT teams and identifying the gaps & issues o Close looping the open points with all teams o Organizing demos for the various stake holders and gathering the next step for enhancements and product improvements o Mapping the product success with various metrices for respective stakeholders o Bugs/issue handling with impact for various customer and agent products o Problem solving for various operational/customer experience & end user o Researching on external products & working with multiple vendors for demos/transitions and closure on the tool handover Quality & Transitions Management o As a part of the customer contact group has provided various platform to enable & expand my portfolio o Joined as a runner for the Quality function with the customer service domain provided the grounds to work and coordinate with the various vendors and support the Operations team o Quality function included being the approver of all SOPs/Process Documents/Product Documents o Spokesperson for all agent opportunities and working with Operations team in developing roadmap for improvement o Partnering in the growth of metrices signed off by the Operations team o In running the Quality functional was working in coordinating the transitions of the new vendors o End to End management of the transitions on new partners onboarding o Organizing the milestones and working with various stakeholders/vendor managers/marketing teams/UX teams o Stakeholder management and reporting of the project completion Hyper Quality–August2010 to May 2016 Manager – Client Services (The ownership of the organization was changed to MattsenKumar with no change in profile) Quality Assurance o HQ/MK are 3rd party premier Quality Assurance organization o Call listening of the captive and outsourcing units across various clients o Analyzing the output from the call listening and delivering the results to the client o Sharing the trend analysis of quality performance across line of businesses and campaigns o Managing a team of quality assurance resources who help in call listening and data collection Client Engagement o Mapping client’s requirements and coordinating in developing, implementing and transitioning processes in line with the guidelines specified by the client o Reviewing/hosting Business Reviews and Conferences with statistical analysis and performance improvement recommendations to promote our services and business goals o Build relationships that allow for the back and forth phone, email, chat and in-person "connections" that makes and sustain relationships o Ensuring cross functional amalgamation for enhanced process output resulting in client satisfaction o Transitioning of new products/projects to increase and improve the client/company relationship Data Analytics o Reading trend analysis & interpret the data to provide client with effective solutions and assist with decision making o Data Entry, data auditing & creating specific reports basis the client requirements Project Management o Running multiple projects to derive quantified ROI resulting in improving top lines for the clients o Ensuring complete and effective managements of the projects conducted from start to end Value Add & Account Growth o Coordinating with clients to understand their work practices, requirements and scope definition and other issues related to process/people and providing recommendations regarding elimination of existing non-value added processes o Responsible for identifying account growth opportunities to further leverage the benefits of Hyper Quality for assigned clients Wipro – May 2004 - August 2010 Team Leader Process Improvement o Proactively identify gaps, report on quality trends, make recommendations for process reengineering opportunities to enhance customer experience, and understand the unique drivers for the LOB o Brainstorming/consulting with client stakeholders to identify opportunities and requirements for process improvement/development needs o Conducting internal process audits & process reviews for ensuring strict adherence to the process parameters. Improving service quality, consistency and ensure sharing best practices to enhance LOB’s performance o Conceptualized & developed cross-training modules for developing multi skilled work force for optimum efficiency o Planned training schedule and successfully covered teams from both LOB’s (Line of Business) which resulted in improved resolution scores and drop in transfer rate o Monitoring several Client strategic initiatives to gauge effectiveness – including BQ (Resolution Bay & Communication Bay), Vitality / New Product Training, Soft phone, Modems, Routers etc. o Identifying and resolving operational issues as well as implementing new process & procedure changes, providing recommendations regarding elimination of existing non-value added process improvements o Creating various reports, spreadsheets for data analysis and improvement tracking. Reports representing data in various formats were presented to see all aspects of progress. Compilation and processing client data vis-à-vis agent’s data at the process level for creating the weekly review deck o Participating in Process & Technical CON Calls with client and other OSP support centers People Management & Employee Engagement o Spearheading a team of 12 to 15 associates for managing a voice based semi-technical support process AOL UK Broadband o Planning targets, monitoring production, and achievement of overall targets on a daily, weekly & monthly basis o Involved in professional and personal development of individual team members by administering performance evaluations, identifying training needs, progressive disciplinary actions o Hold regular team meetings & 1:1 with Team Members to ensure that there is constant flow of information and knowledge dissemination & proactively identify and resolve issues o Monitoring the overall functioning of team, identifying improvement areas, and implementing adequate measures to maximize customer satisfaction level o Involved in professional and personal development of individual team members by identifying training needs, progressive disciplinary actions o Regularly monitored the performance of associates in team and undertake performance review as per the review calendar. Coached team members using robust mechanism of auditing transactions, sharing feedback & inputs

Bachelors In English