Anthony Khanna

Anthony Khanna​ Phone: - | Email:- Address: #13, Blessing Garden Layout, Yerappanahalli, Bangalore 562149, India Professional Summary Results-driven Operations Team Lead with 15+ years of experience in customer service, team leadership, and process optimization. Proven ability to enhance operational efficiency, reduce response times by 30%, and improve team productivity through innovative training programs and performance management. Adept at workflow optimization, quality assurance, and client relationship management. Recognized for achieving multiple "Best Team Awards" and fostering a culture of transparency, integrity, and high performance. Core Competencies ●​ ●​ ●​ ●​ ●​ ●​ ●​ ●​ Team Leadership & Mentorship Process Optimization & Workflow Management Customer Relationship Management (CRM) Performance Analysis & Reporting Training & Development Programs Quality Assurance & Compliance SLA Management & Escalation Handling Recruitment & Attrition Management Professional Experience Senior Customer Service Representative​ Just Energy | Bangalore, India | Jan 2021 – Jul 2022 ●​ Managed customer inquiries related to energy bills, ensuring swift resolution and high satisfaction rates. ●​ Facilitated new electricity connections for residential and commercial clients, contributing to company growth. ●​ Responded to customer emails regarding billing discrepancies, offers, and updates within strict timelines, maintaining 95% accuracy in responses. ●​ Collaborated with cross-functional teams to streamline customer service processes, reducing average handling time by 15%. ●​ Provided training and support to new team members, ensuring a smooth onboarding process and quick integration into the team. Senior Team Leader​ First Advantage | Bangalore, India | Jul 2005 – Jan 2019 ●​ Led a team of 15+ members, achieving consistent performance improvements and meeting SLA targets. ●​ Reduced customer response time by 30% through process optimization and workflow enhancements. ●​ Collaborated with the Quality department to address compliance issues, improving service standards by 25%. ●​ Conducted weekly performance reviews, call calibrations, and client meetings to ensure alignment with business objectives. ●​ Designed and implemented a training program that improved onboarding efficiency by 25%, accelerating new hire productivity. ●​ Managed recruitment, attrition, and shrinkage to maintain optimal team composition and operational efficiency. ●​ Developed and maintained strong relationships with US clients through regular communication and performance reviews. ●​ Implemented cost-saving measures that reduced operational expenses by 10% without compromising service quality. Customer Service Executive​ First Ring | Bangalore, India | Mar 2004 – Jul 2005 ●​ Delivered customer service as a telemarketer for US-based clients (Discover, American Express, JP Morgan Chase). ●​ Achieved a 20% increase in sales satisfaction scores through effective product promotion and issue resolution. Certifications & Training ●​ ●​ ●​ ●​ ●​ Certified in Internal Security and Safety Practices Prevention of Sexual Harassment (POSH) Train to Retain Program Performance Management Certification Learning and Development Boot Camp Achievements ●​ ●​ ●​ ●​ Best Team Award: Q1, Q2, Q4 – 2012; Q4 – 2013; Q4 – 2014; Q1, Q2 – 2015 Alchemist Award: Q1 – 2016 Transparency and Integrity Award: Q3 – 2017 Recognized for achieving the highest customer satisfaction scores in the department for three consecutive quarters. ●​ Successfully led a team that achieved a 98% SLA compliance rate for two consecutive years. ●​ Implemented a feedback system that improved team morale and reduced attrition by 15%. Education ●​ High School: Edmonton Public School – 1999 ●​ PUC in Arts: KVS College – 2001 Languages ●​ English (Fluent) ●​ Hindi (Fluent)