Anurag Goswami

• Lead and motivate a frontline team of 16 Customer Care Professionals (9 apprentices, 7
full-time), turning performance data and quality metrics into daily coaching priorities and
development plans.
• Own team accuracy, productivity and process-health KPIs for the wider 182-employee
operations floor, reducing the Hygiene PIP by 40% through consistent schedule
adherence and login-hour compliance.
• Drove $80M in Value Generation between January and June 2026 by identifying and
closing productivity and service gaps across the floor.
• Partner with cross-functional stakeholders across operations and quality to align team
performance against service and customer satisfaction goals, and to keep department
communication accurate and timely.
• Apply an L&D background to separate skill gaps from process/tooling gaps and route fixes
accordingly — a continuous, Kaizen-style approach to service improvement.

Handling queries of Corporate Clients such as Inquire About Balance, Question A Fees etc.
Providing solutions to complex issues such as corporate restrictions and differentiate between business and personal expenses.
Providing an exceptional customer experience while driving the CM to digital; online account and use of mobile app.
Providing daily feedback coaching to the team members and working as team to discover new ways and methods to provide an Excellent Overall Satisfaction to the Card Holders.

• Led new-hire training and cross-training across Personal Cards, Small Business, Corporate
Card Servicing, and Dispute & Fraud Management, delivering targeted coaching to help
employees hit defined performance metrics.
• Trained 200+ agents across India, the Philippines, Canada and the US through 20+
classes, ensuring consistent onboarding and upskilling across regions.
• Redesigned training content and reinforced process clarity to cut incorrect cross
department transfers by 80%, directly improving customer experience and first contact
resolution.
• Partnered with business leaders to diagnose team performance gaps and delivered
coaching that lifted productivity, revenue and customer satisfaction.
• Delivered 15+ hours/week of 1:1 coaching and feedback to new hires, and single-handedly
upskilled a full servicing process end-to-end into a more effective, streamlined workflow.

• Handled complex corporate client queries — balance inquiries, fee disputes, corporate
spend restrictions — resolving business vs. personal expense issues for Corporate Card
holders.
• Drove Card Member migration to digital self-service channels, improving adoption and
overall satisfaction scores.
• Delivered daily feedback and coaching to peers, partnering with the team to find new ways
to lift Overall Satisfaction (OSAT) scores.