Dilip Anand Email & Phone Number

Bengaluru, Karnataka, India

Analysis and monitoring OKR targets, performance, and implement actions to achieve business goals.Drive reporting and analysis to identify optimization opportunities, develop hypotheses, and execute strategies for improvement.Manage customer-facing chat interfaces, maximizing engagement while reducing negative feedback.Collaborate with third-party vendors to streamline daily operations, improve agent performance , and elevate service quality.

Chennai Area, India

Promoted positive customer experience through day-to-day supervision andmanagement of Operations process.Delivering business strategy and developed systems and procedures to improveoperational quality and team efficiency.Identifying, investigating, and analyzing business processes, procedures and work practices. Identifying and evaluating inefficiencies and recommending optimal business practices, system functionality and behavior.Gather client specific business requirements and cascaded it in a proper manner to the team, ensure that these requirements were fully understood andimplemented accordingly.Generating various reports and process analysis using Google BigQuery.Created and support for automation tool using Python that led to $10M savings and 8000 saved hours.Ensure project delivery as per agreed SLA.Planning on Staffing as per the Forecast, also maintaining attrition & shrinkage below the targetMeasure project performance consistently and report to key stakeholders.Perform risk assessments to minimize project risks.Maintain project documentation repository.Identify key resources of the project and delegate work based on skill set.Constantly track project performance and report to client if any exceptions.Calibration with Client on weekly basis to discuss on Feedback, Coching & Process Improvement.Earned Contextual Master badge for analysing process difficulties and provided best solutions.Earned Bronze level Lean certification

Chennai, Tamil Nadu, India

Managed the onboarding, enriching and quality control process for a nationalvendor account within TCS.Developed training courses and conducted training sessions and workshops forthe company’s domestic and global merchant teams.Led team to automate manual processes and create an internal search auditingtool that led to 500 saved hours.Reduced item onboarding content rejections by 60% via strategic communicationenhancements and business process optimization.Partner with senior and department management and crossfunctional teams indetermining and defining business needs.Resolving the issues by reaching out to clients through clarification e-mails, Zendeskapplication and outbound call

Chennai Area, India

Taking incoming technical calls/chats/emails on behalf of Amazon to respond andresolve customer issues and inquiries on the order, payment, accounts,subscriptions, etc.Responding efficiently and accurately to customers, explaining possible solutions,and ensuring that customers feel supported and valued.Following standard procedures for proper escalation of unresolved issues to theappropriate internal teams.Holds record for handled 21.4K tickets on Nov'18 is the highest ever in the project.