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Anubhav Seth

Service Excellence/ Customer Experience/ Sales & Customer Service/ Training & Development


Accomplished, client-focused professional with overall 7 years of experience delivering excellence in the management of processes, procedures and personnel within call centre and hospitality environment. Demonstrated ability to ensure high levels of customer service, interpreting needs and matching with services and solutions to best address to customized client requirements. Highly efficient in analyzing and researching complex data and information to ensure contractual and regulatory requirements are met. Expertise in effectively training employees on new products/services, procedures and systems. Possess good experience in call centre operations and providing leadership to teams in the delivery of high standards of customer service and the delivery of established objectives and KPIs. Effectively handled high level client and end customer escalations. Highlights include:

  • Lead the business wide roll out of Net Promoter Score for Collections domain, brought improvement from -44 in Jan'15 to +2.45 in Jan'16
  • Organized and managed call quality, complaints and compliance activities for a group of 30 Team Leader and Subject Matter Experts
  • Recognised for developing a tool to gauge repeatability and reproducibility to keep a check on Variance in scores
  • Developed a single standardised monitoring tool to be used for all types of call quality audit purposes throughout the business
  • Extensive involvement in designing, executing and reviewing digital, print and social media engagement and handling visual management activities
  • Successful end to end project management and recognised for being extremely creative and innovative in approach
  • Lean trained, tested and certified and Six Sigma trained

Work experience

Management Trainee - Service Excellence

Jul 2013Present

Promoted as Management Trainee in October 2015

  • Plan and asses existing training programs. Provide timely feedback and suggest improvements
  • Led business-wide roll-out of new tools, software & process and regulatory measures
  • Attend high-level client meeting and business reviews and provide an update on all Service Excellence activities
  • Manage a team of 4 Universal Coaches, 2 Trainers, 1 Business Analyst and 5 Complaints & Compliance Experts
  • Lead Variance reduction activities for the site an take steps to  meet regulatory and process KPIs
  • Take steps to ensure all contractual obligations are accurately fulfilled on or before time
  • Analyse customer satisfaction and quality reports on a weekly/real-time basis and report highlights and lowlights to stakeholders
  • Lead a team of 20 FTEs for 3 months as part of enhancing the customer experience by carrying out additional training and change management; improvement in NPS from -22 in Oct'15 to +14 in Dec'15

Promoted as a Universal Coach in Feb 2014

  • Meet or exceed daily call listening and feedback targets
  • Conduct coaching and feedback sessions with a continuous focus around process knowledge and soft skills, mentor new members of Service Excellence on the same
  • Organized and managed inter-site call quality and compliance calibration activity

Senior Sales Executive

Saburi Tech Live Connect
Aug 2012Apr 2013

Promoted as a Subject Matter Expert & Payment Specialist in Dec'12

  • Responsible for supporting new hires with systems, techniques plans and process secured payments
  • Handle customer escalations, chargebacks and retention of unhappy customers
  • Ensure daily sales targets were met, was recognized for achieving more than 200% of the specified target in a single day
  • Provide motivation and support to the team members and handle people issues
  • Be responsible for answering calls and selling/upselling technical support services and plans

JHTC Intern

Jaypee Hotels Limited
Jul 2010Jul 2012

Trained Hotel Management Graduate

  • Supporting and training in the 4 core operational departments of a 5 Star Deluxe Hotel
  • Recognized for efforts in boosting sales of an F&B Outlet, Bar, Discotheque & Gaming Arena; achieved 4 times that the expected target


Graduate Hospitality Proficiency Programme

Jaypee Hotels Training Centre
Jul 2009Jul 2012
  • Selected as one of 25 students in an all India entrance exam
  • Received a scholarship from Jaypee Hotels Limited
  • Worked at the Inaugural Formulae 1 Indi Grand Prix at Buddha International Circuit 

Bachelor of Tourism Studies

Indira Gandhi National open university
Jul 2009Jul 2012
  • Enrolled for a correspondence course in Tourism Studies from IGNOU


Half Yearly Silver Award

Jan 2016

Recognition for my contribution in reduction of Call Quality Variance

Half Yearly Silver Award

Aug 2015

Successfully leading and managing BGR Debt Ops Partnering initiative

3 Star Lean Certified

Aug 2015

Developed Gauge R&R tool for Variance calculation

Gold Award - 2015

Jan 2015

Recognition for a successful completion of Project Endevaour

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