Anish Agrawal

Experience

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  R Square Infosystems

  May 2001 - Nov 2003

  MEDICAL TRANSCRIPTIONIST
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  Xanadutec India (P) Ltd

  Nov 2003 - Jul 2004

  SENIOR EDITOR
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  SourceMT India (P) Ltd

  Jul 2004 - Dec 2005

  QUALITY ASSURANCE
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  Medusind Solutions India Pvt. Ltd.

  Dec 2005 - Sept 2009

  Quality & Operations

  My responsibilities included sending day to day work reports to Manager, to interact with US client on weekly basis, making new useful strategies, making whole day reports, maintaining Daily File Information Sheets, Sending mails, and giving new people training about the client specifications, software, etc., supervising the shifts, making Productivity Tools for whole month and sending all data to AVP at the end of the month, monitoring and meeting targets on a day-to-day and on monthly basis. Work on process improvements to improve efficiency. Ensure Service levels are met by the team. Grooming and mentoring the team for the next level. Motivate, guide, coach and improve team’s performance. Work on areas of improvement of team in coordination with my seniors. Show less

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  Value Process India Ltd.

  Nov 2009 - Jun 2010

  QUALITY CONTROLLER

  Auditing, day to day reports to immediate manager, giving feedbacks, software related queries.Provides timely feedback to senior management regarding performance.Use resources to optimum level for achieving targets and productivity.Supervise and coach team on a weekly basis.

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  Freelance

  Jul 2010 - Jun 2013

  Professional Consultant
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  Viztar International

  Jun 2013 - Jan 2020

  Managed a team size of 270+, PAN India Operations for Banking Backend Process. Central Scrutiny, Document Management, Client Servicing.Project ManagementSuccessful Transition and Migration, end to end for TCS and HDFC project, which includes Documentation, IT Set up, Operational requirements, Team Level Strategy and execution.Setting up the Project along with PAN India Operations with Strategic planning, implementation, and execution.Managed Pilot Processes till it stabilizes and grows with strategy.Handled Processes and Clients viz,TCS-HDFCRajesh Life SpacesDun & BradstreetForbes India MagazineFuture Generali InsurancePokket Money AppJMD SkodaUS Healthcare (RCM)Capital First Health InsurancePathshalaMcXtra (Emergency Assistance)Adhiraj ConstructionsXanaduRajesh Life Spaces Show less • Understand client expectations and incorporate required changes into processes. • Assist the Operations Head in ensuring that SLA deliverables are met. • Handle complaints and service requests from clients. • Monitor daily agent productivity, quality, attrition, and absenteeism. • Coordinate and facilitate call calibration sessions for agents. • Determine developmental needs of agents and arrange suitable training program to enhance their operational efficiency. • Drive numbers for lead generation and event campaigns. • Client calls and reviews. • Client liaison, Business Development, Getting new clients and business for the company. • Delegation to team managers and monitoring them. • Helping and mentoring teams in resolving process related problems. • Assist in the implementation of technology required / provided by clients. • Host training sessions for new account specifications, client requirements, software and other updates. • Conduct random quality & operational audits to ensure SLA adherence. Show less

  • Operations Manager

    Dec 2018 - Jan 2020

  • Deputy Manager Operations

    Jul 2017 - Nov 2018

  • Assistant Manager

    Jun 2015 - Jun 2017

  • Team Leader

    Jun 2013 - Jun 2015
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  Profinet Business Solutions

  Feb 2020 - Mar 2022

  Business Head

  New Business Acquisition, Operations Management, Data Management, Call Center Management.Background Verification PAN IndiaProject ManagementHelped in Setting up New Center with New Business Acquisition.Transition and Migration of New Business, Business Strategy, IT Set up basis on the Requirements, Operational Strategy and Planning with Execution.BPO services, Corporate Training, Background Verification Solutions, Customer Care Management, IT solutions, Courier Management and Document Collections. Show less

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  Amii Infotech

  Mar 2022 - Apr 2023

  Head - Sales and Operations
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  Narayan Bhargava Group

  Apr 2023 - now

  Assistant General Manager

  BPO, BGV, RPO, Staffing, My Branch ( Managed space), Contact Center, Real Estate, Insurance, Edtech, Lead Generation· Customer Support · Project Management · Sales Operations · Contact Center Management · Team Leadership · Project Portfolio Management · Business Strategy · Operations Management · Business Development · Strategic Planning