Anup Sarma

About Anup Sarma

OVERVIEW:An accomplished and seasoned Operations & Sales leader with multifaceted experience of over 20 years in leading large contact center operations, driving business growth, enhancing customer experience and building world class capabilities for the organization via process excellence, strategic planning, technological breakthroughs and cost optimization.A thorough professional with expertise in Contact Center and back-end Operations, Sales, Six-Sigma Quality and Business Continuity functions entailing -o Creation of Operating Playbook to drive process excellence, TAT optimization and customer delight in large contact center environmento Launching new products and services to drive market leadership and enhancing profitabilityo Providing a robust operations platform with best-in-class go-to market strategieso Keeping abreast of market trends and competitor moves to achieve market-share metricso Customer relationship and Supply Chain management to ensure operational excellenceCORE COMPETENCIES:# Formulation of strategic playbooks for product / process optimization and standardization with a view to drive competitive advantage # Delivering business plans for different product & service categories with six-sigma rigor & focus on providing first-mover advantage to the organization# Driving service delivery excellence by implementing world class projects / process improvements based on external trends & the voice-of-customer# Strategizing long term business goals for maximum profitability in line with corporate strategies# Driving growth & cost optimization by identification of new business opportunities# Leading & supporting Quality projects for process excellence# Leading large & diverse teams in both centralized & de-centralized environments with focus towards a common objective# Ensuring team cohesion, motivation, coaching & mentoring via usage of leadership tools such as Situational Leadership, Emotional Resilience & GROW models

Experience

1. Senior Vice President & Head - Customer Experience

   Angel One

   Sep 2020 — Present · Gurugram, IN

   Head of Customer Experience at Angel One, encompassing all customer facing channels including Voice, Email, Play / App Stores & Complaint Management (both Internal & Regulatory) with a captive team size of more than 800 members. Responsible for driving excellence in customer care by implementing industry best Tools, Technology & Processes as well as via Self-Serve and Automation. Recent implementations include new state-of-the-art Cloud Telephony solution, world class CRM, Chat BOT, Assisted Support and enhanced Customer journeys in the App to reduce Contact Ratio and enhance CSAT. Winner of the prestigious \"CEO Club Award\"(twice in a row i.e, 2021 and 2022) as well as the coveted \"CMD Club Award\"(2023) within a short stint in the organization owing to immense contributions towards enhancing customer experience via Process Excellence, Automation and drive towards excellence in all CX metrics such as FCR, Quality, Productivity etc. Credited with being the winner of the coveted “Best Customer Experience in Services Sector” award in the 16th Customer Fest Leadership Awards 2023 organized by Kamikaze Media, as well as the “Best Customer Centric Culture (FinTech)” in the Annual CX Excellence Awards 2023, organized by Quantic India. Recognized as one of the “Top 100 CX Leaders in India” at the World CX Summit 2023, organized by Trescon. Also recognized as one of the “Top 100 Great Managers 2023” in India in the annual GMA Event organized by People Business Consulting, participated by thousands of contenders across organizations and industries.

Education

• Institute for Technology and Management

  MBA, Marketing

  1998 — 2000

• Cotton College

  B.Sc., Geology

  1994 — 1997

• Assam Rifles Public School

  Upto 12th Std, HSLC

  1988 — 1994

Skills

• Operations Management
• Financial Services
• Crm
• Credit Cards
• Leadership
• Project Management
• Management
• Relationship Management
• Six Sigma
• Banking
• Team Management
• Credit
• Process Improvement
• Business Development
• Sales
• Vendor Management
• Portfolio Management
• Business Process Re-Engineering
• Retail Banking
• Strategy