Anannya Banik

Senior Manager Support - Mera Yuva Bharat (Govt of India Initiative) @Ministry Of Electronics And Information Technology

New Delhi, IN

Driving change as a dedicated member of Project \"MY Bharat\": Transforming India\'s Youth Landscape.\"Mera Yuva Bharat\" is an initiative by the Government of India aimed at empowering young people in various aspects of their lives, including education, skill development, employment, entrepreneurship, and civic engagement. The initiative focuses on providing opportunities and support for the holistic development of youth, recognizing them as key stakeholders in the nation-building process. Through \"MY Bharat\", the government aims to address the challenges faced by young people and enable them to contribute effectively to India\'s social and economic progress.Being a proud & passionate contributor to MeitY\'s mission for Digital Transformation, my key achievements have been- Led the transformation of national-level youth support operations, covering over 25M+ youth users across India through an AI-integrated CRM, reducing ticket resolution time by 50%- Designed the complete CRM support framework—from L0 to L2—integrating automated FAQs, ticket triaging, and AI for response drafting, enabling scale without compromising quality- Orchestrated change management across 6+ support channels, including ticketing, CRM call support, WhatsApp, and regional SPOC escalation, to align with digital-first, citizen-centric delivery models- Partnered with Go2Market and DIC teams to streamline customer journeys, enforce process hygiene, and reduce duplicate tickets by over 20%- Implemented data-driven dashboards and MIS reporting for leadership and stakeholders to track KPIs and support team productivity across 36 states/UTs- Spearheaded resolution protocols for over overdue tickets and ensured sustainable L1/L2 workflows for long-term efficiency- Managed escalations and stakeholder expectations, including NSS, NYKS, and partner bodies, with zero critical SLA breaches post-process optimization.

Alagappa University

Bachelor of Business Administration - BBA

Indira Gandhi National Open University

Bachelor of Preparatory Programme, Arts

Sudarshan College of Management and Research

Diploma, Information Technology

Alagappa University

Master of Business Administration - MBA