Anup Mishra

About Anup Mishra

I am passionate about driving business growth and customer success by building strong…

Experience

1. Team Lead

   Jar

   Aug 2025 — Present

   Leading and mentoring a 20+ member team (Interns, Associates, Sr. Associates & ORMs) to deliver exceptional customer experience.• Led a team managing Gold, Lending, P2P, Delivery products, coordinating with stakeholders and driving operational improvements.• Within the first 2 months, improved average chat handled count by team from 133 to 174 through smarter workflows, time management programs, and structured team coaching.• Co-led the implementation of a new IVR system to streamline inbound query routing and reduce response times.• Developed an automated call allocation system using App Script with custom code to efficiently assign calls among agents, improving team productivity and reducing manual errors.• Designed and executed process improvement initiatives to enhance CSAT, NPS, and FRT, ensuring every interaction aligns with JAR’s customer-first philosophy.• Managed social media, senior management, and founder escalations, ensuring swift turnaround and customer delight.• Driving the development and improvement of our UPI payment process through customer insights• Monitored and optimized key performance metrics to boost team productivity and service excellence.• Built trusted partnerships with cross-functional teams to align customer experience goals with business objectives.• Continuously coaching and empowering team members to drive accountability, performance, and long-term growth.

Education

• University of Mumbai

  Master's degree, Accounting and Finance

• University of Mumbai

  Bachelor of Commerce - BCom, Accounting and Finance

• Jay Dev English High School & Jr. College

  SSC

• Manipal University Jaipur

  Master of Business Administration - MBA, Analytic and Data Science

• KM Agrawal College of Arts Science & Comme

  HSC, Accounting