Anusha Bawa

Experience

• 

  ICICI Bank

  May 2015 - Sept 2017

  Sales Officer

  - Maintained good customer relationship management.- Generated new customer leads and opened their bank accounts.

• 

  IndusInd Bank

  Feb 2018 - Jul 2018

  Business Development Manager

  - Monitored Branch financial activities.- Reviewed reports and managed cash levels.

• 

  Western Meat Pty Ltd

  Aug 2021 - Aug 2022

  Customer Service Representative

  - Responded to customer queries.- Processed payments and reconciled bank statements.- Evaluated creditworthiness and risks.- Took orders from calls and lodging them into the system.- Handled phone and email complaints.- Managed collections email.

• 

  Probe CX

  Aug 2022 - now

  -Monitor and evaluate calls to ensure no compliance breaches and processes -Prepare and facilitate calibration sessions both internally and with the client -Administration and reporting of team quality results and providing regular feedback to the management -Ensure the team adheres to regulatory and compliance policy and procedure -Liaise closely and promptly with the Operation Manager and Team leaders with assessment results and feedback -Keep up to date with all learning modules and changes to process Show less - Performs real-time monitoring and schedule adherence tracking- Providing support to all WFO processes and roles in order to execute the developed plan- Verifies communication of all information relevant to staffing- Supporting the ongoing adjustment of forecasts, staffing requirements in the event of keychanges or events within the operating environment- Manage a collaborative and positive relationship between contact center stakeholders,clients and optimization- Payroll, Time and attendance governance and support Show less

  • Quality Assurance Analyst

    Jun 2023 - now

  • Workforce Analyst

    Dec 2022 - May 2023

  • Customer Service Agent

    Aug 2022 - Dec 2022