Anand Yadav

Experience

• 

  Aditya Birla Minacs

  Jan 2004 - Sept 2010

  Assistant Manager

  As a member of the Project Management Team, I was responsible for the end-to-end transition project of an inbound telecom customer support process that involved 1000 FTEs. I worked closely with cross-functional teams to ensure that the project was completed on time and within budget, and that our customer support process was optimized for maximum efficiency.In addition, I administered a team of 220 agents, 4 trainers, 6 QA's, and 12 team leaders to manage call center operations. I provided leadership and guidance to ensure that our team was meeting performance targets, delivering high-quality service to our customers, and continuously improving our processes.Throughout my role, I was committed to driving value for my organization by providing strategic direction and leadership for the transition project and call center operations. I worked closely with stakeholders across the organization to identify areas for improvement and implement process improvements that delivered tangible business benefits.Overall, my experience has provided me with expertise in project management, team leadership, and call center operations. I am passionate about driving innovation and excellence in customer service, and I look forward to connecting with others in the industry who share this same passion. Center Operations Show less

• 

  MTS - Sistema Shyam Teleservices Ltd

  Sept 2010 - Oct 2012

  Specialist

  As Contact Center Head for the Kolkata and West Bengal Circle, I oversaw the provision of inbound, outbound, and e-mail support services for our customers. I led a team of professionals in ensuring that our contact center operations ran smoothly and that we provided high-quality service to our customers.In addition, I managed the deployment of contact center infrastructure layout implementation at our BPO partner's premises, based on Hosted Model CCOD technology with MPLS platform. This involved working closely with our technology partners and cross-functional teams to ensure that the implementation was completed on time and within budget.Throughout my role, I was committed to driving value for my organization by providing strategic direction and leadership for our contact center operations. I worked closely with stakeholders across the organization to identify areas for improvement and implement process improvements that delivered tangible business benefits.Overall, my experience has provided me with expertise in managing complex contact center operations, deploying contact center infrastructure, and leading cross-functional teams. I am passionate about driving innovation and excellence in customer service, and I look forward to connecting with others in the industry who share this same passion. Show less

• 

  Tata Tele Business Services

  Oct 2012 - Feb 2014

  Deputy Manager

  As a SPOC for planning and development of the Complaint Management and Contact Centre, I played a critical role in ensuring that our contact center operations ran smoothly and efficiently. I worked closely with cross-functional teams to plan and develop our complaint management system and contact center processes, ensuring that we were meeting the needs of our customers and delivering high-quality service.In addition, I served as the Invoicing and Provisioning Lead for the Circle, managing contact center costs and ensuring that we were operating within budget. This involved tracking and analyzing expenses, identifying areas for cost savings, and implementing strategies to optimize our spending.Throughout my role, I was committed to driving value for my organization by providing strategic direction and leadership for our contact center operations. I worked closely with stakeholders across the organization to identify areas for improvement and implement process improvements that delivered tangible business benefits.Overall, my experience has provided me with expertise in managing complex contact center operations, analyzing expenses, and optimizing costs. I am passionate about driving innovation and excellence in customer service, and I look forward to connecting with others in the industry who share this same passion. Show less

• 

  Telenor

  Feb 2014 - Jun 2015

  Manager Project Management

  As a manager at Telenor, I played an instrumental role in managing, directing, and prioritizing the CRM roll-out across 7 circles for a customer base of 20 Lac customers. I spearheaded the launch of a contact center setup across 7 locations with 1200 seats, enabling us to better serve our customers' needs.In addition, I launched, managed, monitored, and evaluated the dynamic IVR setup designed by One97 technology. This allowed us to provide a better customer experience by enabling customers to interact with us through an automated system that was personalized to their needs.Throughout my role, I was committed to driving value for my organization by providing strategic direction and leadership for the CRM roll-out and contact center set-up. I worked closely with cross-functional teams to ensure successful implementation and delivery of these initiatives.Overall, my experience has provided me with expertise in managing large-scale projects, directing teams, and prioritizing initiatives to drive business value. I am passionate about driving innovation and excellence in customer service, and I look forward to connecting with others in the industry who share this same passion.Launched, Managed, Monitored & Evaluated the Dynamic IVR setup designed by One97 technology. Show less

• 

  SoftwareOne

  Jun 2015 - Oct 2021

  Agile Coach & Principal Product Owner - ServiceNow

  As Principal Product Owner for ServiceNow and Head of Project Management Office for IT Competence Center, I led the Business IT's Agile transformation journey, enabling IT to become a true business agile and customer-centric organization. I coached teams, Scrum Masters, Business Analysts, Managers, and Executives on Agile values and principles to promote continuous improvement, resulting in over a 20% improvement in release frequency in 2019-20.In my role, I provided road map, strategy, and technology thought leadership for enterprise digital solutions. I led the product development for IT Service Management and IT Business Management product suites and played a key role as Offshore Delivery Head for ServiceNow.As a stakeholder of specific product backlog items, I worked closely with development teams to ensure the output was aligned with expectations. I acted as the voice of the customer and provided a business perspective on value during day-to-day development. I also drove and owned backlog grooming and management, prioritized the iteration, and drove acceptance testing and delivery of iteration.Furthermore, I worked with a diverse set of vendors and partners to track, manage, and resolve technical issues. I have strong communication and stakeholder management skills, with the ability to communicate complex ideas and concepts to both technical and non-technical audiences.Overall, my experience as a Principal Product Owner and Head of Project Management Office has provided me with expertise in Agile transformation, product development, stakeholder management, and leadership. I am passionate about driving value for my organization and stakeholders, and I look forward to connecting with others in the industry who share this same passion. Show less

• 

  UST

  Oct 2021 - now

  Program Agile Coach

  As a Program Agile Coach, my primary focus is to uphold and reinforce the client's operating model principles, terminology, and best practices. I enable the organization's new way of working by providing hands-on coaching to pilot teams, including technology and business participants at all levels of the organization.In my role, I take a hands-on approach to coaching and teaching new teams how to perform key Agile ceremonies such as planning sessions and daily stand-ups, as well as how to effectively utilize Agile artifacts such as product backlogs. Additionally, I lead Agile teams through product framing and discovery, including defining business KPIs, product vision, user story mapping, and other framing activities.I believe in empowering teams to work collaboratively, make decisions quickly, and continuously improve their processes. Through my coaching and guidance, I help teams to adopt Agile methodologies and frameworks that align with the organization's values and goals.I am committed to driving value for my clients by fostering a culture of continuous learning and improvement. I am passionate about helping teams to unlock their potential and achieve their goals, and I look forward to working with organizations that share this same vision. Show less