Customer Experience & Operations Manager

ANUJ KUMAR

Delhi NCR +91-964******* **********@*****.***

PROFESSIONAL SUMMARY

Customer Experience and Operations professional with 5+ years of experience in customer-centric operations, process improvement, service delivery, stakeholder management, root cause analysis, and operational excellence. Proven experience improving workflows, managing escalations, analyzing operational trends, and collaborating across functions to enhance customer experience and business outcomes. Lean Six Sigma certified with strong analytical and Advanced Excel skills. CORE SKILLS

Customer Experience (CX) • Process Improvement • Voice of Customer (VoC) Awareness • Root Cause Analysis • Service Delivery • Cross-functional Collaboration • Stakeholder Management • SLA

& KPI Management • Advanced Excel • Reporting & Dashboards • Data Analysis • Process Mapping • Lean Six Sigma • Operational Excellence • Customer Escalation Management PROFESSIONAL EXPERIENCE

FinThrive India Pvt. Ltd. Senior Analyst Solutions Manager Sep 2023 – May 2026

• Promoted to Solutions Manager based on consistent performance, domain expertise, and operational ownership.

• Coordinated cross-functional stakeholders to improve service delivery and customer outcomes for U.S. healthcare clients.

• Analyzed recurring operational issues, identified improvement opportunities, and supported process optimization initiatives.

• Prepared operational reports, monitored SLAs, and collaborated with internal teams to improve customer experience.

• Recognized as Employee of the Quarter (Q4 2024).

• Received quarterly performance incentives for consistently delivering top performance. Flipkart Internet Pvt. Ltd. Team Lead – First Mile Operations Sep 2021 – Jun 2023

• Led first-mile operations with ownership of KPIs, SLA compliance, manpower planning, and operational performance.

• Performed root cause analysis on operational issues and implemented corrective actions to reduce repeat incidents.

• Collaborated with cross-functional teams to improve processes, productivity, and customer experience.

• Prepared MIS reports and analyzed trends to support continuous improvement.

• Managed operational escalations and ensured timely issue resolution. Flipkart Internet Pvt. Ltd. Sorting Executive Sep 2020 – Aug 2021

• Supported shipment processing, documentation, dispatch operations, and adherence to standard operating procedures.

ACHIEVEMENTS

• Employee of the Quarter – Q4 2024 (FinThrive).

• Quarterly Performance Incentive recipient for top performance.

• Lean Six Sigma Yellow Belt & White Belt certified. EDUCATION

MBA (Operations & Finance) – SVSU Meerut

Bachelor of Commerce (B.Com) – IGNOU

TECHNICAL SKILLS

Advanced Excel (Pivot Tables, VLOOKUP, Dashboards), MS Office, Reporting, Basic SQL(Learning), Power BI (Learning)

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