Anjali B

Dedicated professional with over 10 years of experience in customer support, technical troubleshooting, sales and international data acquisition, including 6 years as an Assistant Team Lead. Skilled in process optimization, client handling, and mentoring teams to achieve performance excellence. Seeking to leverage expertise in customer service and data operations to contribute to organizational growth in a challenging role.

Business Development Manager - Icons Technologies

(2025-11 - 2026-06)

• Identified and developed new business opportunities through market research, lead generation, networking, and strategic client acquisition initiatives to drive revenue growth.
• Managed end-to-end client interactions including requirement gathering, solution presentation, proposal submission, negotiation, and onboarding while ensuring strong customer relationships.
• Coordinated with internal operations and delivery teams for sample gathering, pilot execution, project feasibility analysis, and timely submission of client deliverables.
• Prepared and presented business proposals, SOWs, pricing models, capability presentations, and commercial agreements aligned with client requirements and organizational objectives.
• Monitored project timelines, TAT, and service delivery commitments to ensure seamless execution, customer satisfaction, and long-term business retention.
• Maintained regular follow-ups with clients regarding project status, escalations, feedback, renewals, and business expansion opportunities while ensuring high service standards.
• Tracked sales pipeline, revenue forecasts, conversion ratios, and business KPIs through CRM tools and management reports to support strategic decision-making and business growth.

Team Leader - Information Evolution, Inc.

(2018-09 - 2025-10)

• Led and managed a team of 25 customer support associates across 3 different projects, ensuring consistent service delivery, operational efficiency, and achievement of client expectations.
• Managed McAfee Antivirus sales interactions, identifying customer requirements and recommending suitable antivirus products, subscription plans, and installation services.
• Generated sales opportunities through customer interactions, effectively pitching McAfee antivirus products and upgrades, explaining product features and benefits, addressing customer objections, and driving successful conversions.
• Monitored and improved key customer support metrics including CSAT, DSAT, AHT, TAT, FCR, productivity, quality scores, and SLA adherence to drive overall process performance.
• Managed daily operations through effective workforce planning, shrinkage management, roster allocation, and resource utilization to maintain optimal staffing levels.
• Conducted regular performance reviews aligned with KPI and KRA targets, providing coaching, mentoring, and feedback sessions to improve team productivity and engagement.
• Developed, implemented, and maintained SOPs, process guidelines, escalation matrices, and knowledge management practices to ensure process standardization and compliance.
• Handled client escalations, customer complaints, and critical issue resolution with a strong focus on customer experience, retention, and service recovery.
• Prepared and presented daily, weekly, and monthly MIS reports highlighting operational metrics, attrition trends, shrinkage analysis, quality performance, and action plans.
• Collaborated with cross-functional teams including Quality, Training, Operations, and Workforce Management to drive continuous improvement initiatives and operational excellence.
• Conducted root cause analysis (RCA) on DSAT cases, repeat contacts, and process gaps, implementing corrective and preventive actions to improve service quality.
• Led onboarding, training, and nesting support for new hires, ensuring smooth transition into production and adherence to organizational standards and SOPs.
• Drove employee engagement and retention initiatives to reduce attrition, improve morale, and maintain a high-performance team environment.
• Ensured adherence to compliance requirements, process audits, and client deliverables while consistently meeting business KPIs, KRAs, and operational targets.

Customer Support Executive - Inziki Technologies

(2017-07 - 2018-07)

• Delivered excellent customer service to international clients of O'Connor Property Tax.
• Handled inbound calls to resolve property tax-related queries with accuracy and professionalism.
• Ensured high customer satisfaction through effective problem-solving and clear communication.

Bachelor of Engineering - Computer Science - Maha College of Engineering (2006 - 2010)