Anshuman Saini

Operations Associate

Thane, Maharashtra, India11 yrs 9 mos experience

Highly StableAI Enabled

Key Highlights

Led IAM integration for 20+ enterprise applications.
Co-created AI-powered coaching tool improving agent performance.
Built comprehensive Program Management Playbook for PMs.

Stackforce AI infers this person is a Business Analyst specializing in Telecom and AI-driven solutions.

Contact

Skills

Core Skills

Release ManagementIdentity & Access Management (iam)Business AnalysisArtificial Intelligence For BusinessProject ManagementBusiness Process ManagementTechnology RecruitmentCustomer Relationship Management (crm)

Other Skills

Operations ManagementRisk AssessmentVisioStakeholder ManagementGenerative AIGoogle AI StudioProcess WritingApplicant Tracking SystemsTechnical RecruitingSolution ImplementationAgile MethodologiesRequirements AnalysisData AnalysisBusiness Process DesignRisk Management

About

Strategic and certified Business Analyst with 14+ years of diverse experience, including 11 years in UK/US-based telecom support and over 3 years in business analysis, IAM, and AI-led project delivery. I specialize in translating business problems into scalable, tech-driven solutions — whether it's streamlining identity governance, building AI simulation tools to upskill agents, or creating playbooks and SOPs to improve process clarity across global teams. 🔍 Highlights: Led IAM integration for 20+ enterprise applications as part of a large transformation initiative. Co-created an AI-powered coaching tool for Bottom Quartile agents using Google AI Studio — improving agent confidence and call quality. Built a comprehensive Program Management Playbook in collaboration with PMO and project managers. Coordinated the launch of a WFM Academy onboarding module, accelerating ramp-up for new hires. Proactively managed risk assessments post-deployment, avoiding identity provisioning issues in live environments. Certified in Google Cloud Digital Leader, Six Sigma Yellow Belt, and Agentic AI Fundamentals. Skilled in Visio, Google AI Studio, Gantt Charts, CRM tools, and stakeholder engagement. Worked on full-cycle IT & Non-IT recruitment for domestic and US clients, using LinkedIn Recruiter, Ceipal ATS, and Boolean sourcing to close roles across W2, C2C, and 1099 models. Let’s connect if you’re building something exciting at the intersection of operations, automation, and scalable transformation.

Experience

11 yrs 9 mos

Total Experience

3 yrs 11 mos

Average Tenure

Current Experience

Tech mahindra business services

2 roles

Release Manager

Dec 2025 – Apr 2026 · 4 mos

Own end-to-end release management for Contact Centre applications, acting as the key liaison between Business Readiness teams and Contact Centre operations.
Manage change communications for Contact Centre leadership, including stakeholder updates and weekly briefings with Team Leaders and Operations Managers.
Coordinate and indirectly manage 3 Process Experts (Explorers) to execute readiness and testing activities across BUAT and Production environments.
Lead Pre-Sanity, Sanity, and Regression testing planning and execution during release windows.
Drive successful production deployments through structured scoping, BIA, UAT, pre-sanity, sanity, and hypercare.

Operations ManagementRelease Management

Business Analyst

Jul 2022 – Jan 2026 · 3 yrs 6 mos

Led end-to-end implementation of Identity and Access Management (IAM) across 20+ enterprise applications, collaborating directly with executives and external clients.
Supported to Deliver an AI simulation tool targeting Bottom Quartile agents, using Google AI Studio to mimic real-life customer scenarios and guide agents through training feedback loops.
Partnered with the PMO team to design and launch a structured Program Management Playbook for newly joined PMs, covering workflows, templates, and governance best practices.
Acted as Project Coordinator for the WFM Academy initiative — managing Gantt charts, issue logs, and facilitating weekly stakeholder meetings to deliver a complete onboarding curriculum for WFM roles.
Created 20+ SOPs, HLDs, and wireframes to standardize contact center operations; reduced onboarding errors by 30%.
Conducted risk assessments post-deployment to identify identity-mapping threats from plugin misconfigurations — preventing large-scale issues.
Tools Used: Microsoft Visio, Gantt Charts, Google AI Studio, IBM Blueworks, CRM, Kana, HTML basics
Certifications: Google Cloud Digital Leader, Agentic AI Fundamentals, Six Sigma Yellow Belt

Risk AssessmentVisioIdentity & Access Management (IAM)Business Analysis

Tecroot3

Technical Recruiter

Apr 2021 – Apr 2022 · 1 yr · Remote

Worked as a freelance IT & Non-IT recruiter supporting both domestic (India) and international (US) hiring for clients across industries.
Delivered end-to-end recruitment solutions across PAN India, leveraging portals like Naukri, LinkedIn Recruiter (ATS), Shine, and IIM Jobs.
Sourced candidates using Boolean search, Google X-Ray techniques, and advanced LinkedIn sourcing strategies to fill niche roles quickly and effectively.
Successfully hired on W2, Corp-to-Corp (C2C), and 1099 models for US-based clients, including direct placements and contract staffing for implementation partners and Tier 1 vendors.
Used DICE, Monster, and CareerBuilder for US technical hiring while maintaining strong candidate pipelines.
Simultaneously worked as a consultant with iPlace Pvt Ltd for 2 months, where responsibilities included handling full-lifecycle US IT recruitment, conducting technical screenings, and managing applicant pipelines using Ceipal ATS.
Gained hands-on experience in both LinkedIn Recruiter ATS and Ceipal ATS, enabling structured and trackable recruitment delivery for both domestic and international clients.

Applicant Tracking SystemsTechnical RecruitingTechnology Recruitment

Tech mahindra business services

Retention Specialist

Jun 2015 – Mar 2021 · 5 yrs 9 mos · Mumbai, Maharashtra, India

Retained and renewed UK telecom customers by addressing cancellation requests and offering tailored solutions.
Delivered high-quality resolution to complex service issues, ensuring customer satisfaction and long-term retention.
Promoted as a Mentor for On-the-Job Training (OJT) batches; coached new hires, improving team performance by 15%.
Recognised for maintaining top-tier CSAT scores and handling escalations with professionalism.

Solution ImplementationCustomer Relationship Management (CRM)

Epicenter

Customer Support Professional

Jan 2013 – Mar 2014 · 1 yr 2 mos · Mumbai, Maharashtra, India

Assisted US-based customers with account-related queries for a major banking client.
Managed a collections process with accuracy and empathy, balancing compliance and customer rapport.
Built foundational skills in financial service protocols and customer handling.

Customer Relationship Management (CRM)

Firstsource

Customer Service Representative

Nov 2011 – Dec 2012 · 1 yr 1 mo · Mumbai, Maharashtra, India · On-site

Provided multichannel support (phone, email, chat) to US customers, resolving issues efficiently in the banking process.
Ensured timely and accurate responses to queries, resulting in improved customer satisfaction.