Summary
Overview
Work History
Education
Skills
Timeline
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Ankita Kahon

Windsor,ON,

Summary

Professional Associate with 4 years of experience with leading organizations in the contact center industry. Experience with team setup and training off-shore resources under a global setup for leading client business processes. Skilled to handle and manage teams of 30+ to ensure KPI achievement setup by the clients for an efficient team performance. Skilled to managed small to medium project for driving team efficiency and business process improvement. Motivated individual with the aptitude for deriving analytics for key stakeholders and maintaining positive relationships with the organization clients. Highly driven by results and progressive work environment with a propensity towards learning new technology and business products.

Overview

7
7
years of professional experience

Work History

Program Manager

Sitel Group
Virtual, ON
03.2021 - Current
  • Interfaced with internal IT development teams to integrate new technologies, streamlining use of existing systems to reduce operational timelines by 10%
  • Critically Analyze factors for performance insufficiency to recommend and implement Knowledgebase Practice for improved First Call resolution, Customer Satisfaction, Net Promoter Score and response times
  • Foster motivation and mentorship for operations team for continuous improvement plan to enhance team’s operational efficiency, maintaining team and client satisfaction
  • Work with B2C account management team on major ISP, Security, OEM and telecom clients to execute research for revenue growth opportunities and minimize operational deficiencies by liaising between client partners and business key stakeholders
  • Maintain regular relationship with client partner, account managers, operations managers, and account director to discuss pain points of technical support programs and identify opportunities for digital transformation and premium technical support services
  • Experience with e-commerce platform building for leading brand to grow sales for premium technical support program

Associate Manager

Sutherland Global Services
Windsor, ON
02.2020 - 03.2021
  • Remotely Managed team of 30 including tier-1 support representatives and SMEs
  • Analyze daily dashboard reporting for evaluating team on basis of Performance Indicator and CSATs
  • Assign objectives to tier 1 and SMEs on day to day basis to maximize resource utilization
  • Coach tier 1 and SMEs on KPI metrics to ensure optimal performance
  • Participate in weekly client meetings to understand needs of business and hence make necessary improvisations in operations
  • Report to Senior Manager on team stats and discuss plan of action for any performance improvement plans
  • Experience with workforce management, quality management and call routing process

Sr. Technical Support SME

Sutherland Global Services
Windsor, ON
02.2018 - 02.2020
  • Provided level 2 tech support for PCs, Smart Home devices, Internet troubleshooting over inbound calling to upsell products and services to increase program/team revenue
  • Provided professional and quality customer experience by improving issue resolution and customer satisfaction by 5%
  • Played key role to create and maintain Knowledge Base to standardize troubleshooting process for on-shore team
  • Established practice standards of Knowledgebase implementation across multi geography teams
  • Updating knowledge base on regular basis for Articles or Flow Trees to provide enable tier 1 tech support to meet and exceed FCR targets
  • Established standardization of processes across global team to ensure accurate transfer protocol for improved call handling
  • Got promoted to position of Subject Matter Expert(SME) within 1 month of level 1 tech support to for leading consumer electronics brand in in US and Canada.
  • Got promoted to position of Senior Tech Support within 3 months of SME position

Engineering Co-Op Student

Next Dimension Inc
Windsor, ON
04.2017 - 09.2017
  • Developed expertise in pivot tables, charts, excel formulas by using them to demonstrate data analytics for representing market trends
  • Assisted with research and documentation of state-of-the-art technology related to Cybersecurity and Password Management to assist with internal process flow automation
  • Shadowed the Network Administrator to monitor ITSM for renowned clients
  • Assisted Supervisor with research and documentation of IT business solution roadmaps for clients
  • Acquired self-management and time management by organizing assigned projects and delivering them in time with minimal supervision
  • Prepared PCs/laptops for existing users by learning and implementing disk imaging software

Intellectual Property Research Associate

Evalueserve Pvt Ltd
Gurgaon, India
06.2014 - 05.2016
  • · Analyzed elements of invention disclosures for clients, to provide them with groundwork of sufficient evidence of obvious invention/product in market.
  • · Executed analytics to help clients with R&D in breakthrough technologies related to LTE standards, General Electronics, Image Processing and Biotechnology
  • · Validated Patent Research data to check for patentability, infringement, or any prior art conflicts using keyword search/string search method on orbit, science data, Google search and other

Education

Masters of Engineering - Electrical And Computer Engineering

University of Windsor
Windsor, ON
12.2017

Bachelor of Engineering - Electrical And Electronics Communication

PEC University of Technology
Chandigarh, India
05.2014

Skills

  • Skilled on job for Zendesk, Salesforce, Dynamics CRM operation
  • Acquired training for BSC and MSC functions at BSNL telephone exchange
  • Experience working with call center continuous improvement team
  • Business Development for Technical Support Programs
  • Expertise in MS Excel, Outlook, Word, PowerPoint
  • Data Analytics and Research
  • Excellent Organizational Skills
  • Technical documents comprehension and creation
  • Client and Vendor relationship Management

Timeline

Program Manager

Sitel Group
03.2021 - Current

Associate Manager

Sutherland Global Services
02.2020 - 03.2021

Sr. Technical Support SME

Sutherland Global Services
02.2018 - 02.2020

Engineering Co-Op Student

Next Dimension Inc
04.2017 - 09.2017

Intellectual Property Research Associate

Evalueserve Pvt Ltd
06.2014 - 05.2016

Masters of Engineering - Electrical And Computer Engineering

University of Windsor

Bachelor of Engineering - Electrical And Electronics Communication

PEC University of Technology

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