Anusua Gon

Experience

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  American Express

  May 2006 - Jan 2012

  - Assisting business in NPS maximization with service delivery to corporates based out of US.- Responsible for Leave management, AHT control for the team, attrition, Performance Appraisal. EmployeeDevelopment plan and CSAT / EEAT initiative for the team.- Building Interpersonal Relations: Building and maintaining healthy business relations with internal / external clients toensure smooth and timely execution of work. Eg- Point of contact for DRN for any case needed to be resolved faster.- Universal Trainer – LMS, ISU& Customer Excellence. Overseeing and ensuring timely training, assessments,administrative work & report outs.- Piloted the MYCA training project for the Corporate TSC aimed towards driving continuous improvement in the existingprocess and equipping the associates to provide FCR.: TAT for case solution reduced from 180 days to 55 days in mostcases.- Coaching agents as part of Team Alignment Projects and helped improve their learning curve.- Generating internal MIS reports for the process – Analysis for the site performance and gap to goals. Followed byregular report outs and recovery trainings. Eg; Performance Tracker Report. Show less

  • Manager - customer Service

    Jan 2006 - Jan 2012

  • Team Leader - Operations

    May 2006 - Dec 2011
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  Silver Maple Healthcare Pvt Ltd

  Sept 2012 - Jul 2015

  Assistant Manager
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  Infoedge India Ltd.,

  Jun 2017 - now

  Associate Vice President

  Handling Pre-counseling vertical for Shiksha Study Abroad.