Anwat Roy

Architect and maintain end-to-end MIS reporting workflows, delivering real-time dashboards and performance packs to executive leadership. Track performance, generate real-time reports, and prepare employee rosters based on business requirements.

Formulated daily agent productivity dashboards, shift attendance, login hours, and shrinkage statistics across campaigns. Performed data validation and quality checks to ensure report accuracy and shared reports with stakeholders within timelines.

Led and managed an operational team of customer support executives across inbound and outbound processes. Conducted floor monitoring, coaching sessions, and improved First Call Resolution and CSAT benchmarks while ensuring SLA compliance.

Prepared FTD/MTD/QTD reports and created dashboards and templates for BPO SLA metrics. Managed attendance and employee databases, ensuring no salary or incentive disputes, and standardized ad-hoc reporting processes.

Delivered high-quality customer assistance across voice and email touchpoints, maintaining high QA audit ratings and rapid resolution times. Updated customer information accurately in CRM and coordinated with internal teams to resolve issues.

Completed Bachelor of Commerce (B.Com) in 2025.

Completed Higher Secondary Education (12th) in 2013.

Completed Secondary School Certificate (10th) in 2011.