Anusua Roy

Background

About Anusua Roy

Our Story At Alight, we believe a company’s success starts with its people. At our core, we Champion People, help our colleagues Grow with Purpose and true to our name we encourage colleagues to “Be Alight.” Our Values Champion People – be empathetic and help create a place where everyone belongs. Grow with purpose – be inspired by our higher calling of improving lives. Be Alight – act with integrity, be real and empower others. I bring over a decade of extensive experience in the customer service industry, specializing in people management and client retention. My professional journey is fueled by a deep passion for delivering exceptional customer experiences in client-facing roles, consistently ensuring high-quality service that strengthens client loyalty and drives organizational success. Additionally, I actively leverage cutting-edge AI-driven technologies, such as Copilot for productivity enhancement, Qualtrics for experience management insights, Advanced Channel Analytics for optimizing customer interaction channels, Natural Language IVR for seamless customer communication, and Alight Lumen AI for Care to provide tailored and efficient service solutions. Key skills and areas of expertise include:#Managing Client Implementation and Transition #Driving Initiatives to Reduce Customer Effort #Utilizing AI technologies, including Copilot, Qualtrics, Advanced Channel Analytics, Natural Language IVR, and Alight Lumen AI for Care, to optimize operations, insights, and outcomes #Utilizing Scrum methodology to implement agile practices, improve team collaboration, and deliver iterative and incremental progress for projects #Talent Development and Strategic Investment #Performance Management and Continuous Improvement #Managing Client Expectations and Knowledge Transfer #Leading Quality Improvement Projects #Fostering Team Engagement and Development #Recruitment, Onboarding, and Retention of Talent #Addressing and Resolving Complex Escalations #Designing and Implementing Standard Operating Procedures (SOPs)#Ensuring Compliance with Service Level Agreements (SLAs) and Delivering Client Satisfaction #Managing Business Continuity Planning (BCP) Scenarios