Results-oriented business leader with more than 9 years of experience in day-to-day business operations management. Effective liaison to key clients, accounts and external business stakeholders. Leverage trends across industries and markets to derive solutions and approaches focused on creating value for customers and profitability for company. Streamlines processes for efficiency and productivity. Well-versed in applying multi-faceted approach to managing safety, operations and productivity across multiple business lines. Merger and acquisitions specialist adept in creating seamless integration of new operations and businesses.
Hi, I’m
Ankit Sharma
Summary
Overview
9
years of professional experience
Work History
Concentrix Malaysia
Operations Manager
08.2020 - 07.2022
Job overview
- Analyze and maintain all Client Service Level Agreements
• Ensure department operates efficiently according to client and company measures
• Resolve escalated customer complaints
• Work with support departments to ensure staffing strategies are effectively executed
• Prepare performance reports by collecting, analyzing, and summarizing data and trends
• Ensuring that confidentiality of customer information is maintained
• Implementation of new working procedures in operation process
• Accomplish human resource objectives by recruiting, selecting, coaching, counseling, and disciplining employees; administering scheduling systems, rostering and EWS management; communicating job expectations; planning, monitoring, appraising, planning and reviewing job contributions & compensation actions; enforcing policies and procedures.
• Meet financial objectives by estimating requirements; analyzing variances from budget; initiating corrective actions.
• Support long and short-term financial projections & expense management, ensuring that confidentiality of customer information is maintained
• Managed activity of 16 supervisors, 101 Call center associates
• Expertise in call center functions, including, KPI metrics, staffing models, business plans and quality satisfaction measures
• Launched mentorship program, authored performance playbook
• Reviewed shift reports to understand current numbers and trends
• Spearheaded department training for appraisals of new components
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness
• Devised processes to boost long-term business success and increase profit levels
• Advanced productivity KPIs by leading trainings on procedures and safety practices
• Eased team transitions and new employee orientation through effective training and development
Concentrix
Senior Team Leader
04.2018 - 08.2020
Job overview
- Built strong relationships with customers through positive attitude and attentive response.
- Mentored and guided employees to foster proper completion of assigned duties.
- Molded team and embraced change to adapt within dynamic market.
- Conducted training and mentored team members to promote productivity, accuracy and commitment to friendly service.
- Set clear team goals and delegated tasks and set deadlines.
- Discovered training needs and provided coaching.
Concentrix
Team Leader
11.2015 - 04.2018
Job overview
- Mentored and guided employees to foster proper completion of assigned duties.
- Initiated timely response to emails, voicemails and written correspondence.
- Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
- Facilitated training for associates through daily coaching and regular performance appraisals.
- Supported office business development and customer service.
- Led team of 25 members while providing exceptional customer service.
- Mentored and guided employees to foster proper completion of assigned duties
Concentrix
Subject Matter Expert
05.2014 - 11.2015
Job overview
- Developed and presented business cases, presentations and reports to senior management.
- Facilitated product development with implementation of standard best practices.
- Collaborated with management to identify and prioritize new development concepts.
- Monitored and tracked user progress to identify improvement opportunities.
Concentrix
Customer Service Representative
11.2013 - 04.2014
Job overview
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided primary customer support to internal and external customers.
- Collected and analyzed customer information to prepare product or service reports.
- Responded to customer requests for products, services and company information.
Education
Chatrapati Sahuji Maharaj UniversityKanpur, India
B.Com from Commerce
06.2010
University Overview
Asia Pacific UniversityKuala Lumpur, Malaysia
MBA from MBA IT
04.2015
University Overview
Skills
- Customer Service Management
- Records Organization and Management
- Program Optimization & Goal Setting
- Business Leadership
- Focus and Follow-Through
- Staff Scheduling & Rostering
- Financial Statement Review
- Decision Making
- Employee Motivation &Retention
- Team Leadership
- Cost Reduction
- Recruitment and Hiring
- Performance Assessment
- Department Oversight
- Administrative Management
- Assignment Delegation
- Policy Development and Enforcement
- Budget Control
- Problem Anticipation and Resolution
- Training Management
- Business Forecasting
- Customer Relations
- Payroll Administration and Timekeeping
Timeline
Operations Manager
Concentrix Malaysia
08.2020 - 07.2022
Senior Team Leader
Concentrix
04.2018 - 08.2020
Team Leader
Concentrix
11.2015 - 04.2018
Subject Matter Expert
Concentrix
05.2014 - 11.2015
Customer Service Representative
Concentrix
11.2013 - 04.2014
Chatrapati Sahuji Maharaj University
B.Com from Commerce
Asia Pacific University
MBA from MBA IT
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