Anmol Jani

Experience

• 

  IRadius Marketing

  Apr 2014 - Oct 2014

  Loan Verification Associate

  Verified Automobile Loan applicants over the phone while servicing existing customer accounts and also improved on customer retention. Established comprehensive database of customers and applicants. Co-ordinated customer satisfaction surveys and feedback.

• 

  Mike Sierra Healthcare Pvt. Ltd.

  Nov 2014 - Mar 2018

  Customer Support Team Lead/ E-Commerce Specialist

  Provided Customer Service and assisted in placing orders according to healthcare needs of pet owners. Planned, assigned and monitored work tasks for the betterment of customers time and money.Recommended improvements in customer service procedures and implemented it to save time and money. Trained new recruits in product knowledge, website flow, accent training, rebuttals and retention.Performed efficient troubleshooting on customers’ accounts and performed weekly staff meetings and evaluated customer service quality. Developed Standard Operating Procedures and training manuals for the process to make it easier for the new recruits to understand what is being taught.Formulated and Revised policies for customer convenience. Manually tested websites and Android/IOS applications for smooth interface and experience.Resolved customer escalated issues regarding damaged product and chargebacks. Also performed tasks in eBay in selling products, adding listings, price calculation, messaging customers, order processing and Resolution Center. Show less

• 

  The Ian Martin Group

  Oct 2018 - Sept 2019

  Senior Talent Acquisition Specialist (TAG)

  Responsible for Full Cycle Recruitment efforts for exempt level candidates for positions in engineering, business development, program management, Accounting/Finance and Supply Chain.Developed relationships with hiring managers to partner in hiring mid-career to executive level candidates for all exempt positions through cold calling, internet sourcing through traditional job boards, social media sourcing and Boolean searches.

• 

  Infomatic Solutions

  Sept 2019 - Nov 2020

  Sr. Operations Executive

  Contact private and government healthcare facilities to request and retrieve all forms of Medical and Billing Records for Insurance companies and Litigation firms. Identify and coordinate the method of records retrieval with the healthcare facilities and maintain a professional and frequent contact with them throughout the records retrieval process.Provided accurate and timely updates on the records retrieval status to clients and adhered to all facility, company and legal guidelines.Interacted and communicate with department personnel and public.Worked extensively on Documentation, Assessments and Process & Procedure of the company and the clients. Show less

• 

  De Soto Technologies

  Nov 2020 - Jan 2025

  I try to play a crucial role in ensuring smooth customer interactions and fostering positive brand experiences. The responsibilities typically encompass a blend of leadership, operational oversight, and customer-centric tasks. I address customer inquiries; this involves efficiently handling customer concerns and questions across various channels like phone, email, chat, and Social Media Channels. I actively investigate problems, identify solutions and implement them to ensure customer Satisfaction. This also involves collaborating with other departments to reach a resolution. I also guide and support my team by providing coaching, feedback, and training opportunities to enhance their skills and performance. I foster a positive and productive work environment by motivating and inspiring my team to achieve individual and collective goals. I also effectively delegate tasks, set clear priorities and ensure the team is able to manage the workload efficiently. I also track and analyze key metrics like average resolution time, customer satisfaction scores, and first contact resolution rates to identify areas for improvement. Actively seeking opportunities to streamline processes, optimize workflows, and enhance the overall customer service experience. I also ensure the team has access to updated information and resources to effectively address customer inquiries. My additional responsibilites also includes actively participating in project initiatives. I also contribute towards projects aimed at improving customer care functions, such as implementing new technologies or developing training programs. I am also responsible for generating and compiling reports on customer interactions, SLAs and other data. Additionally, I keep myself updated on the latest trends and best practices in e-commerce customer care to ensure the team operates efficiently and offers exceptional service. Show less Manage a team of customer service representatives (CSRs) and ensure that they meet or exceed their performance goals. Create and implement processes and procedures to improve customer service efficiency and effectiveness. Provide guidance and support to CSRs to ensure they are equipped with the knowledge, skills, and tools needed to handle customer inquiries and complaints effectively. Monitor customer service metrics (e.g. customer satisfaction, first call resolution rate, average handle time) and provide regular reports to upper management. Train and onboard new CSRs to ensure they understand the company's products, policies, and procedures. Identify and resolve complex customer issues that require escalation beyond the CSR level. Analyze customer feedback to identify areas for improvement and develop action plans to address them. Foster a positive and supportive team culture that encourages collaboration, innovation, and continuous learning. Ensure compliance with company policies and regulations governing customer service operations. Collaborate with other departments (e.g. sales, marketing, product development) to ensure alignment and consistency in customer interactions across all touchpoints. Show less My main responsibilities are to maintain customer satisfaction by providing problems-solving resources. Managing Voice and Non-Voice resources. I take ownership of customer issues, Troubleshoot problems and see them through to resolution and escalate unresolved issues to the appropriate internal teams.My work does not end at just resolving a customer issue. I also follow up with the customer, find out if the solution actually worked, and take note of the customer’s suggestions on what can potentially improve their experience. Basically, collecting prompt and accurate feedback from customers. The solution to every customer problem provides a valuable learning experience to me. I document this knowledge in the form of help content or solution articles so that the same problems don’t occur in the future. All of the above tasks can be made easier by using a dedicated Customer Support Software. Show less

  • Assistant Manager

    Jan 2024 - Jan 2025

  • Senior Team Leader

    Jul 2022 - Dec 2023

  • Customer Service Team Lead

    Sept 2021 - Jun 2022

  • Customer Service Representative

    Nov 2020 - Aug 2021
• 

  Koln Bellucci LLC

  Feb 2025 - now

  Customer Success Manager

  Uplifting Customer Experience through Scent Marketing.