Michael Anjus
@michaelanjus
Senior backend operations and customer support leader focused on process excellence.
IndiaWhat I'm looking for
I’ve built my career across backend operations, customer support, and resource/project coordination, with a consistent focus on resolving issues quickly and running processes accurately. In my current role, I handle pre-repossession workflows—accepting new cases, updating records, and guiding customers through redemption procedures and required documents.
Previously, I led customer support operations at Tech Mahindra by managing inbound and outbound customer interactions while improving performance against SLAs and KPIs such as AHT, Quality, FCR, schedule adherence, sales, and CSAT. I also supported customers at HSBC as a Customer Service Executive, coached and provided feedback to new joiners, and prepared MIS trackers and team reports using advanced Excel and PPT.
On the PMO side, I managed HR PMOSS resource management at Cognizant Technology Solutions—allocation/deallocation, timesheet and attendance maintenance—along with invoice and AR management and end-to-end MIS reporting. Across roles, I’m known for strong communication, excellent time management, and the ability to handle customer grievances and escalations professionally, supported by tools like advanced Excel, MS Office, and Microsoft Outlook.
Experience
Work history, roles, and key accomplishments
Sr. Agent Backend Operations
MindSync Solutions
Jul 2025 - Present (1 year)
Handled pre-repossession customer data and records, managed new cases, and raised fee requests. Supported customers through inbound calls to resolve queries and guide vehicle redemption steps and required documents.
Provided customer support for a telecom client via inbound and outbound calls, resolving customer queries and following up with upselling of related products. Managed SLA and KPI performance including AHT, Quality, FCR, schedule adherence, sales, and CSAT.
Jr Executive - HR PMOSS Team
Mar 2012 - Feb 2023 (10 years 11 months)
Worked in cards and payments BPO (inbound and outbound calls) and performed POS device error rectification followed by retesting until merchants could go live. Later handled HR PMO responsibilities including resource management, invoice and AR management using Excel/Outlook, MIS reporting with Excel/PPT, and coordination for client visits and logistics.
Handled inbound calls for US credit card customers, meeting SLA and KPI targets including AHT, Quality, FCR, schedule adherence, and CSAT. Performed upselling of credit card products, prepared MIS reports and monthly trackers using Excel/PPT, and coached new joiners with training inputs.
Marketing Executive
Magma Leasing Ltd
Nov 2001 - Jul 2004 (2 years 8 months)
Marketed asset finance products for cars and two-wheelers through direct and indirect channels. Built business with dealers and DSA relationships and led/trained a sales team with sales guidance.
Office Assistant
Golden Trust Financial Services
Apr 2000 - Aug 2000 (4 months)
Verified post documents for clients’ medical claims and assembled complete documentation files.
ISD (In shop demonstrator)
Magma Leasing Ltd
Oct 1999 - Feb 2000 (4 months)
Supported in-shop finance for consumer durables (TVs, fridges, washing machines) for incoming customers of Capital Electronics on a commission basis.
Education
Degrees, certifications, and relevant coursework
St. Xavier’s College, Kolkata
Bachelor of Commerce, Commerce
Bachelor-level studies in Commerce at St. Xavier’s College under Calcutta University, completed in 1998.
St. Josephs College
I.S.C., Commerce
I.S.C. in Commerce from St. Josephs College (Delhi Board), completed in 1995.
St. Mary’s Orphanage
I.C.S.E., Commerce
I.C.S.E. in Commerce from St. Mary’s Orphanage (Delhi Board), completed in 1993.
Brainware Computer Academy
Diploma in Financial Accounting and Computer Application, Financial Accounting; Computer Applications
1998 -
Diploma in Financial Accounting and Computer Application (including Tally, Fact, etc.) from Brainware Computer Academy in Feb 1998.
Brainware Computer Academy
Certificate Course in Windows and MS Office, Computer Software
1998 -
Certificate course in Windows and MS Office from Brainware Computer Academy in Dec 1998.
HRSPOT
DHRM, Human Resource Management
2018 - 2019
DHRM program completed from HRSPOT, Kolkata (2018–2019).
Availability
Location
IndiaAuthorized to work in
Job categories
Skills
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