Tabrez Anwar

About Tabrez Anwar

A dynamic professional with a rich experience of 23+ years in managing customer service business operations with key focus on profitability while ensuring optimal utilization of resources in Industries like telecom, eCommerce, banking, DTH, Securities/Broking and Call Center/BPO.• Proven leader in building and scaling Customer Service across global organizations. Specialization in defining and implementing CX and operational strategies through next generation digital solutions.• Experience & capability to balance strategic decisions with hands-on approach to leadership.• Proficient in building, leading and managing multi-geography voice and non-voice customer service teams, with strong Execution, Delivery, & Stakeholder Management skills.• Defining, implementing, and monitoring processes and performance measures in a customer service/operational environment; experience in building high-performing teams across variety of domains.• Leveraging Lean Six Sigma principles for Process Improvement, End to End business process management.• Bring relevant technology, digitization, and machine learning to redefine operational excellence and Customer experience through automation. Leverage depth of digital services (Artificial Intelligence, RPA, interactive/scripted, analytics) and deploy solutions at scale.• Leveraging data analytics to draw actionable insights and solve business problems and aid appropriate solutions designs.• An effective communicator with excellent relationship building & interpersonal skills, problem solving organizational abilities, possess a flexible & detail-oriented attitude.

Experience

1. Senior Vice President and Head - Customer Service

   Kotak Neo

   Feb 2022 — Present · Thane, IN

   Heading Customer Service function for the organization. Leading a team that provides support across IB Voice, OB, Chat, Whatsapp Chat, Social Media, Email/Escalation and Investor Grievance- Key verticals under CS are Training and Quality, Process Improvements, CS Operations, Work Force Management, MIS/Data Analytics, Projects, Call Center Technology, HNI/Wealth Client Servicing and Escalation Management- Define and execute short and long-term customer service and support strategy, leveraging best practices and technology to expand service capabilities, ensuring consistent, high-value and cost-effective service level- Drive ‘cost to serve’ and ‘calls per customer’ reduction by improving IVR/Chatbot fulfillment, Intuitive CRM design and digital self-service channels efficacy- Define outsourcing strategy for the function to provide superior service to clients round the clock. Vendor management including vendor shortlisting, business requirement scoping, location assessments, pricing and contract negotiation, governance of performance, invoicing and payments to vendors- Drive positive NPS (Net Promoter Score)/Customer Experience for the core / alternate customer service channels including IVR, Whatsapp, Bots etc. Increase FCR to improve CX- Collaborate with key business partners to prioritize issue resolution to ensure service goals are met- Leveraging data analytics to drive key servicing decisions and solve complex business problems- Responsible for making AOP/Budget for the function, track expenses to ensure cost is favorable to budget- Manage, coach, and mentor a team of talented and ambitious professionals and perform appraisals for entire function.

Education

• NIMS

  Master of Business Administration (MBA), Customer Relationship Management

  2006 — 2008

• Delhi University

  B.Sc. Hons., Botany

  1996 — 1999

• DOEACC Society

  A Level, Computers

  2000 — 2002

Skills

• Hiring Employees
• Business Process Outsourcing (Bpo)
• Cost Optimization & Revenue Generation
• Customer Service
• Resource Management
• Customer Satisfaction
• Customer Relationship Management (Crm)
• Contract Management
• Call Centers
• Business Development
• Telecommunications
• Contact Centers
• Operations Management
• Service Delivery
• Management
• Vendor Management
• Project Management
• Strategy Planning for Call Centers
• Management Information Systems (Mis)
• Performance Management
• Team Management