Anupam AnandE-Mail: er.anupam.it@gmail.comMobile No.: +91-7769988991

MIDDLE LEVEL ASSIGNMENTSScaling new heights of success and leaving a mark of excellence in assignments which involve analytical capabilities and

professional growth in Data Management, Client Engagement, Salesforce and Quality & Customer satisfaction Management, preferably in Ecomm/ IT services

PROFILE SUMMARY

A result-oriented professional with 4.10 years of experience in Salesforce Operations Management, Customer Relationship Management, Training & Development, Team Management and Quality Management, Reporting and Metrics

Successfully handling multiple projects and deal with different client includes Data management corps Holds the merit of introducing process improvement program & automation over a period of 3 years resulting

in saving 40 hours/week Played a pivotal role in generating & presenting QBR(Quarterly Business Reports) Proficient at managing & leading teams for running successful process operations & experience of developing

procedures, service standards for business excellence Expertise in ensuring sufficient continued communication and transparency & contractual visibility to both

parties along with continuous evaluation of quality, covering performance program SLA Skilled in providing guidance and leadership to staff in accordance with specified program objectives A keen communicator with honed interpersonal, problem solving and analytical abilities

AREAS OF EXPERTISE

Salesforce Operations Management Interacting with Process and Change Department to resolve operational issues as well as implement new

process & procedural changes Coordinating with internal core quality team to ensure all the quality parameter should be followed within

project Ensuring high quality work with optimum resource utilization Designing & implementing procedures for operations and internal reporting systems for monitoring quality. Supports both project & ongoing support/maintenance activities related to Salesforce.com Working on opportunity management, opportunity stages, opportunity probabilities %. Working on opportunity management, opportunity stages, opportunity probabilities %. Assigning leads and opportunities to Sales reps. Manage the leads queue for the whole team. Making different kind of reports with help of bucket field. Sending reports to client in a specified TAT without missing the SLAs. Manipulating, cleansing & processing data using Excel.

BE(I.T.) from Amravati University 2011

Managed, updated and manipulated report orientation and structures with the use of advanced Excel functions including Pivot Tables and V-Lookups.

Customer Relationship Management Providing value added service to customers, giving information regarding various services and products offered

and escalating satisfaction levels Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate

measures to maximize customer satisfaction level

Quality Management Monitoring agent calls, analyzing performance and providing valuable feedback as well as charting out action

plans for improvement in quality and service standards Conducting FMEA and applying basic quality tools to share the outcome of the project Including click level process map for training doc helping team to know in and out of the process and share the

output satisfying client

ORGANIZATIONAL EXPERIENCE

Since Feb 20th : eClerx India Limited, Pune as Senior Analyst

Growth Path:20th Feb-2012 Analyst19th Nov-2014 Senior Analyst

Key Result Areas: Leading entire service operations to achieve business objectives and ensuring performance of the team in

servicing for one of the largest PC manufacturers in the world Preparing CLPM & FMEA on project deliverables Overseeing and preparing presentations for weekly, monthly & quarterly review with the clients along with

roadmaps, projections and root cause analysis to mitigate the future risk Developing MI packs based on client's requirements Sharing daily/weekly/monthly/quarterly metrics with clients for identifying the quality and forecasting future

trends with respect to deliverables and quality served Recommending modifications to minimize escalations, realize operational efficiencies, control variability, costs

and reduce cycle time Responsible for excel/CRM reporting for clients & higher management to understand business status & progress

& for defining new targets & future plans Work on customer data with the help of various tools developed by clients & internal management & CRM tool

Salesforce.com (SFDC) Working on opportunity management, opportunity stages, opportunity probabilities %. Assigning leads and opportunities to Sales reps. Manage the leads queue for the whole team.

Salesforce operations Management

Customer Relationship Management

Training & Development

Team Mangement

Quality Management & Client handling

Making different kind of reports with help of bucket field. Sending reports to client in a specified TAT without missing the SLAs. Manipulating, cleansing & processing data using Excel. Managed, updated and manipulated report orientation and structures with the use of advanced Excel functions

including Pivot Tables and V-Lookups.

Highlights:

Received appreciation from SPMs and Onsite for effectively leading the program support team Rewarded as Sr. Analyst of the quarter for FY14 Q3 (July-Sept'15) Reduced process output errors from 33 to 15 per quarter during FY14Q1 to FY14Q4

Since Apr'16: Selling Simplified - Pune as Senior Specialist- Data Analytics

Selling Simplified India Pvt. Ltd.Growth Path:Apr-2016 Senior SpecialistSep-2016 Subject Mater Expert (SME)

Working with the Client database to Generate New contacts & Opportunities. Internet Research, B2C Profiling, Email Discovery, Name Generation & List Build as the program may demand Accurately recording new information into databases, continuously validating all data within the database with

the input of updates as required. Undertaking research as required, identifying new organizations and markets for the team to target. Cold calling, B2B marketing, Telemarketing & Email Marketing & business intelligent research. Responsible for Market research activities, lead generation, Data Mining and Profiling using different sources like

Hoovers, LinkedIn, Salesforce, Google, Zoom-info etc. Internet Research, Email Discovery, Name Generation & List Build as per the program requirement. Research & analysis of target companies Cross Verticals as well as targeted vertical as per the criteria specified

for the programs. Responsible for Market research activities globally. Researching the procured data to obtain contact details such

as designations, multiple contact names, emails, phone numbers etc. Manage the leads queue for the whole team. Sending reports to client in a specified TAT without missing the SLAs. Manipulating, cleansing & processing data using Excel.

IT SKILLS

Well versed with Windows, MS Office (Excel, PowerPoint, Word & Visio) and Internet Applications

EDUCATION

BE (I.T) from Amravati University, Amravati in 2011 with 61% 12th from R.N College, Bihar in 2005 with 65% 10th from Indian Public School, CBSE Board in 2003 with 61%

PERSONAL DETAILS

Date of Birth: 30th Sept 1988Address: Vishal Nagar, PuneLanguages Known: English & Hindi