Anupam KM

Managed end-to-end destination services operations for 500+ relocation cases, including orientation, home search, settling-in, tenancy management, and departure disconnect, while meeting SLA targets. Improved SLA governance performance from 72% to 96% and reduced case rework by 28% by leading and coaching a 20+ member operations team.

Led end-to-end customer relationship management operations across the customer lifecycle, serving as the primary escalation point for high-priority customer issues. Improved customer experience through feedback analysis and process optimization, leveraging CRM systems and customer insights to support retention and revenue objectives.

Drove customer acquisition initiatives across Western Europe through prospecting, market research, and relationship building, increasing the regional sales pipeline by 45%. Executed lead generation campaigns (cold calling, email outreach, lead nurturing) to generate 80+ qualified leads with a 25% conversion rate, and streamlined customer onboarding to reduce turnaround time by 20%.

Contributed to business development by identifying new opportunities, engaging prospective clients, and supporting revenue growth across technology services offerings. Managed client relationships and partnered with cross-functional teams to improve client retention by 18%, and developed sales performance reports and business insights for leadership.

Earned a Master of Business Administration (MBA) from IBS Hyderabad, graduating in June 2019.

Earned a Bachelor of Commerce (B.Com) from St. Anne's Degree College, graduating in May 2017.