Anuradha Goyal
A target oriented Customer Service Management professional with 17+ years of success in Logistics Ecommerce Customer Service, Team and Process Management , B2B & B2C, MIS Reporting,Author of a Best Selling Books .
- Role
- Team Manager Intuitive Operations and Automation at Cognizant
- Location
- Pune, IN
- LinkedIn followers
- 500 followers
About Anuradha Goyal
A target oriented Customer Service Management professional with 16+ years of success in Logistics Customer Service, Team Management, B2B & B2C, MIS Reporting, and Process Management. MBA-Customer Relationship Management with hands on experience in handling variety of customers, customer relationship management and problem solving. Excellent customer care exposure, skills and focus. Highly skilled and experience in managing KPI reporting, metrics, and performance measures. Successfully Heading Key Accounts and Backend team ensuring highest on time delivery targets. Proven ability to assess customer needs and provide correct answer, path, troubleshooting, or method for a positive customer experience Proficient in developing a customer service strategy in accordance with the overall company goals and vision Proficient in maintaining cordial relationships with customers, ensuring quality and service norms Experienced in regular submission of reports to the top management and maintaining the agreed SLA. Capable of managing service operations; understanding client requirements and providing services accordingly; Leading teams to ensure the accomplishment of service deliverables. Responsibly managed a team of 10+ Customer Service Executives of a Call center previously. Adept at managing a heavy workload, with sound knowledge of confidentiality and data protection.
Experience
Team Manager Intuitive Operations and Automation
Feb 2022 — Present · Pune, IN
Customer Support Team Building and Training Strategic Leadership. Continuous Process Improvement Operations Management, planning and Developing “Best Practices” Diplomatic Issue Resolution Cross-Functional Team Player. Operation process improvement, Delivery management Manage KPI reporting, metrics, and performance measures. Tracking and monitoring day to day progress on project work Key account management Recording and tracking details of customer interaction Hiring, training and mentoring of sales staff. Monitoring of Automation implementation process. Handled all escalated customer issues by working toward a win-win solution for both the store and the customer Monitoring team members and ensuring consistent quality and delivery requirements of customers. Formulate and implement policies, procedures, goals, and objectives Data Analysis, Help Monitoring Reports to assure all known errors are resolved Close interaction with subordinates and clients to review and improve the services and deliveries to the customer. Focus on monitoring, evaluating and improving associate’s hourly production figures for all processes. Monitoring behavioural patterns on associates and help them in improving their performance. Displaying a performance dashboard for the team on a daily, weekly, and monthly basis. Weekly review meetings with team to understand the concerns and issues of team members.
Education
Synergy School of Business Skills
Six Sigma Green Belt
2020 — 2020
Symbiosis Centre for Distance Learning
PGDBA Management
2018 — 2020
Mysore University, Mysore
Bachelor of Commerce - BCom
2002 — 2005
Synergy School of Business Skills
Lean Six Sigma Green Belt
2020 — 2020
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