Anoop B.

Experience

• 

  Genpact

  Nov 2009 - Sept 2010

  Process Associate

  Sales and premium renewal collection for MNYL

• 

  Omniglobe International

  Nov 2010 - Jun 2011

  Data process engineer

  Sales and upgrades

• 

  FIS

  Jul 2011 - Jun 2023

  • Assisting Sr Manager in driving performance of the Span to Lead, Manage, support & motivate a span of ~75 agents and 5 Team Leads/Coaches to ensure delivery of production, performance & quality targets. Drive performance of key metrices to achieve productivity, increase efficiency and deliver excellent Client, Customer & Employee experience.• Responsible for managing Delivery, Performance, Administrative & Quality aspects of a team of 15-20 associates for a UK based Broadband service provider.• Oversees one or more teams of customer service associates who handle customer service inquiries and problems via phone, webchat and/or email.• Monitors operations to ensure adherence to service level standards and company/department policies and procedures.• Responsible for performance appraisals, disciplinary actions, hiring/interviewing, promotions and salary changes.• Performance Meetings with Global Business Leaders Show less

  • Team Leader operations

    Jul 2019 - Jun 2023

  • Team coach operations

    Oct 2015 - Jun 2019

  • Team Coach production

    May 2013 - Sept 2015

  • Subject Matter Expert

    Apr 2012 - Apr 2013

  • Operations Team Member

    Jul 2011 - Mar 2012
• 

  Wells Fargo

  Dec 2023 - now

  Escalations Associate Manager