DHANYA ANUP
M:-
E:-Project Management / Operations control / Client servicing/ General
Administration/Recruitment and Training
Summary
A performance driven professional with over 10 years of experience in Project management, Operations and
Client Servicing.
Currently associated with INTERNATIONAL SERVICE CHECK, Switzerland as Country Operations
Manager.
Proficiency in managing entire process functions related to project operations management, client relationship
management and team handling.
Expertise in leading operations focussing on process compliance, and customer satisfaction
Skilled in implementing process improvement initiatives to achieve maximum efficiency for team as well as
projects
Prudent, disciplined and self-motivated with excellent interpersonal, communication &organization skills with
proven abilities in team management and customer relationship management.
PROFICIENCY FORTE
Operations Management
Managing the overall functioning of process, identifying improvement areas and implementing adequate
measures to maximize customer satisfaction level.
Processing and ensuring completion of the project activities within the turn-around time; managing operations
for rendering and achieving quality services.
Client Relationship Management
Identifying and networking with prospective clients, generating business from existing accounts and achieving
profitability and increased sales growth.
Building and maintaining healthy business relations with clients, ensuring high customer satisfaction matrices
by achieving delivery & service quality norms.
MIS/ Documentation
Maintaining MIS & reports, evaluating them for facilitating decision-making process.
Preparing and maintaining important reports in compliance with the norms.
Ensuring completion of documentation and all other formalities related to pre and post disbursement as per the
rule and the regulatory authority’s requirements.
Team Management
Leading, managing and monitoring the performance of team members to ensure efficiency in operations and
meeting of individual & group targets.
Determining training needs of associates and conducting suitable training programmes to enhance their
operational efficiency leading to increased productivity.
Employment Recital
Apr 2009– Till date: INTERNATIONAL SERVICE CHECK
Country Operations Manager
Significant Highlights
Responsible for company’s operations in India and Sri Lanka
Project planning, execution supervision, client servicing, team management, business development ,quality
assurance
Recruitment and training of new and existing teams
Oct’07 – Mar’09: JobStreet.com India(Pvt) Ltd. Bangalore/Mumbai Customer Relationship Manager
Significant Highlights
Planning and execution on partnership program.
Managed the partnership collaboration with media giant as a joint team
Accountable for managing team’s performance and handling their customer escalations.
Market research, trend analysis, progress statistics, and database management
Responsible for conducting training sessions for new and inexperienced staff in all aspects of customer services.
Feb’07- Sep’07: VMG BPO, Bangalore
Online Customer Support representative( Freelance)
Nov’04 – Apr’05: America Power Conversions Corp. Bangalore
Jul’03 – Apr’04: HCL Infosystems Ltd.
Customer Relations Associate
Business Development Manager
Key Skills and Competencies
Proven ability to lead, motivate and build successful teams.
Successful influencer & negotiator.
Achieving targets in a dynamic and complex business environment.
Team leading & people development skills.
Able to manage and develop a diverse group of highly skilled people.
A pragmatic approach to getting the required results.
Ability to manage operations within budgetary constraints.
Building and maintaining strong and effective relationships with suppliers and customers.
Education-
PGDBA (HR) from Symbiosis Centre for Distance Learning
B. Tech. (EEE) from Calicut University.
Pre-Degree from M.G University
S.S.L.C. from Kerala State Board.
Personal Dossier
Date of Birth
Address
Languages Known
28th July 1981
8-B, Park Avenue Apartments ,S.N Park Road, Kannur
English, Hindi, Malayalam- Skilled
Tamil, Kannada, Marathi - conversational
