Anoosha Latha Pannala
Whitby,ON
Summary
Motivated Customer Service and Sales Professional with 5+ years of experience providing outstanding support, building strong client relationships, and driving results. Skilled in delivering great customer experiences, meeting sales goals, handling fast-paced environments, and adapting to new challenges. Known for being reliable, team-oriented, and focused on creating positive outcomes for customers and businesses alike.
Overview
10
10
years of professional experience
Work History
Client Engagement Representative
Swasa
Oshawa, ON
08.2024 - 03.2025
- Delivered personalized in-store experiences by building strong client relationships and ensuring high customer satisfaction.
- Managed and grew the store’s social media presence by creating engaging content, responding to messages, and promoting campaigns.
- Supported daily store operations, including opening/closing procedures, merchandising, and ensuring a clean, organized environment.
- Conducted regular inventory checks, managed stock replenishment, and coordinated with vendors to maintain optimal inventory levels.
- Planned, organized, and facilitated in-house workshops and events to drive customer engagement and boost store traffic.
- Achieved and exceeded individual and store sales targets through active product promotion and client consultations.
- Provided regular performance updates to leadership, including insights on customer feedback, social media engagement, and event outcomes.
CLUSTER LEAD
Teleperformance supporting Google
Toronto, ON
02.2024 - 07.2024
- Directed a cluster of 50+ across two departments-Lead Prospectors and New Business Associates (Upper Funnel Operations)- to drive enterprise account growth and client satisfaction.
- Managed day-to-day operations while ensuring consistent delivery of superior client service and performance excellence.
- Conducted regular leadership huddles with team leads, training, and quality teams to identify success patterns, address performance gaps, and scale solutions across the project.
- Facilitated stakeholder meetings, including Weekly Business Reviews (WBRs) and Quarterly Business Reviews (QBRs) with Teleperformance and Google leadership to align on goals and improve strategic outcomes.
- Collaborated closely with Google’s Vendor Performance Managers to analyze blockers, performance boosters, and drive continuous improvement.
- Launched and led a pilot program to improve Lead Prospector strategies by facilitating weekly feedback sessions with Google reps-reviewing lead quality, sharing success stories, and identifying improvement areas.
- Implemented targeted coaching programs using SMART goals framework to enhance individual and team performance, including performance improvement plans as needed.
- Orchestrated a major CRM transition from Salesforce to Google’s proprietary system, successfully managing change across teams.
- Introduced enrichment tools to improve rep efficiency, lead quality, and overall productivity.
- Played a key role in a large-scale organizational restructure that unified previously separate teams, resulting in enhanced collaboration and higher output.
- Drove continuous process improvements by refining reporting systems, establishing streamlined escalation paths, and enhancing clarity in operations.
- Monitored industry trends and guided both departments to adapt strategies accordingly, ensuring optimal lead conversion and campaign alignment.
- Delivered measurable results by optimizing team collaboration, increasing lead-to-deal conversion rates, and resolving client issues swiftly.
TEAM LEADER
Teleperformance supporting Google
Toronto, ON
02.2023 - 01.2024
- Managed a team of 16 agents, achieving top targets for three consecutive quarters and maintaining an 80% team success rate in KPIs.
- Provided hands-on team management to ensure alignment with daily, weekly, and quarterly goals.
- Conducted daily huddles to review progress, identify blockers, and drive collaborative problem-solving.
- Led training sessions to improve agent ramp-up time and customer satisfaction, while coaching reps on SMART goals during regular 1:1s.
- Held weekly business reviews with Google’s Ops and Vendor Performance Managers to analyze performance, share insights, and plan strategic improvements.
- Listened to team interactions (calls/emails) and provided constructive feedback to enhance communication, quality, and results.
- Streamlined scheduling and implemented quality control systems, improving workflow efficiency and service delivery.
- Optimized resource allocation and introduced clear SOPs, addressing procedural gaps and speeding up issue resolution.
- Conducted regular performance reviews to drive accountability, improve processes, and secure measurable client achievements.
- Coordinated with cross-functional teams to refine operations and apply agile fixes that delivered consistent performance.
- Used data-driven insights to resolve workflow bottlenecks and implement operational enhancements.
- Effectively managed team conflicts and coached agents through challenges, ensuring a healthy, goal-oriented work environment.
- Awards:
- TP-Growth Catalyst Award – 2022 for strategic account growth and issue resolution
- Star of the Month (multiple times) for exceptional team leadership and performance
DIGITAL ACCOUNT STRATEGIST
Teleperformance supporting Google
Toronto, ON
10.2021 - 02.2023
- Conducted in-depth research using Crunchbase (funding updates), LinkedIn (new hires, company growth), and other tools to identify and target high-potential companies.
- Conducted cold calls and booked meetings with Marketing Heads and CEOs to qualify prospects for Google’s programs.
- Assessed client fit and routed them to appropriate teams-Account Executives or alternate support-based on qualification criteria.
- Presented Google’s solutions to qualified prospects, boosting new business opportunities and driving engagement.
- Collaborated with executives to enhance Google Ads ROI, delivering measurable improvements in campaign performance.
- Managed a robust sales pipeline and nurtured enterprise client relationships, contributing to ongoing account growth.
- Coordinated closely with Google Account Executives to ensure a seamless customer journey and effective handoffs.
- Addressed client concerns with agility, maintaining high satisfaction and strong client retention rates.
- Maintained a consistent focus on lead quality and conversion, contributing to overall team efficiency and campaign success.
- Awards:
- TP-Best Performer Q1’23 for hitting 100% of Target and 100% retention rates
MOM
SAHM(Stay At Home Mom)
Whitby, ON
02.2018 - 10.2021
- Created nurturing environment for children's growth, managing routines and fostering education.
- Balanced daily tasks, ensuring safety and educational development with strong multitasking.
- Implemented schedules for efficient task completion, enhancing household operations.
- Facilitated communication and problem-solving, maintaining smooth daily household functions.
ASSISTANT MANAGER
InfoEdge India Ltd- Naukri.com
Hyderabad, India
04.2016 - 10.2016
- Managed and expanded corporate client relationships, exceeding sales objectives and driving business development.
- Worked closely with decision-makers to develop tailored recruitment solutions, enhancing customer loyalty.
- Demonstrated strong ownership of product knowledge and resolved client issues effectively, contributing to long-term client partnerships.
- Drove process improvements and led team coordination; resolved workflow bottlenecks using data insights, boosting efficiency.
SENIOR EXECUTIVE CORPORATE SALES
InfoEdge India Ltd- Naukri.com
Hyderabad, India
01.2015 - 03.2016
- Managed a portfolio of 100+ retail and named accounts across various industries, driving overall account growth by 100% annually.
- Achieved a client retention and renewal rate exceeding 90% through proactive relationship building and tailored solutions.
- Consistently surpassed sales targets by identifying new business opportunities and implementing strategic account development initiatives.
- Cultivated strong customer relationships that resulted in increased client loyalty and long-term partnerships.
- Provided comprehensive support to clients, assisting them in meeting their business goals and ensuring successful outcomes.
- Built and nurtured connections with key decision-makers, directly contributing to account growth and expansion.
- Facilitated regular client interactions to gather feedback and provide product training, ensuring alignment with client needs and boosting satisfaction.
Education
MBA - Marketing & Human Resource Management
GITAM University
Visakhapatnam04.2015
Bachelor of Technology - Information Technology
Aurora's Engineering College
Bhongir06.2013
Skills
- Retail Sales
- Customer Service
- Account Management
- Client Relationship
- Sales
- Business Development
- Stakeholder Engagement
- Strategic Planning
- Performance Analysis
- Onboarding
- Training
- Problem Solving
- Decision Making
- Team Leadership
- Google Ads
Languages
English (Highly proficient)
Full Professional
Telugu (Native)
Native or Bilingual
Hindi (Highly proficient)
Native or Bilingual
Timeline
Client Engagement Representative
Swasa
08.2024 - 03.2025
CLUSTER LEAD
Teleperformance supporting Google
02.2024 - 07.2024
TEAM LEADER
Teleperformance supporting Google
02.2023 - 01.2024
DIGITAL ACCOUNT STRATEGIST
Teleperformance supporting Google
10.2021 - 02.2023
MOM
SAHM(Stay At Home Mom)
02.2018 - 10.2021
ASSISTANT MANAGER
InfoEdge India Ltd- Naukri.com
04.2016 - 10.2016
SENIOR EXECUTIVE CORPORATE SALES
InfoEdge India Ltd- Naukri.com
01.2015 - 03.2016
MBA - Marketing & Human Resource Management
GITAM University
Bachelor of Technology - Information Technology
Aurora's Engineering College