Ankhi Dutta Gupta

Company Overview: Managing Canon Kolkata with 13 National Sales Organizations based out of European locations for Canon's business, dealing with one of the world's largest printing businesses in the supply chain.

• Stakeholder management.
• Ensuring no revenue leakages.
• Maintaining the OTD of activities as per the SLA.
• Designing and ensuring the delivery of the right life cycles of the invoicing of activities.
• Responsible for the right recruitment, proper training, and maintaining the desired quality of the process.
• Managing a team of group leads and assistant managers for the business.
• Ensuring CSAT with the least complaints, including stakeholder complaint handling.
• Lead and manage the delivery team to achieve the transition to BAU.
• Ensuring all SLAs and KPIs, as directed by the client, are met during the transition.
• Closely monitoring and working with teams for RCA for all escalations received.
• Ensuring that language specialists are hired and set according to the service contract.
• Worked on developing quality monitoring methods for visibility to the client.
• Keenly looking into the P&L for the process.
• Ensuring the team maintains quality and FPY for the process.
• I worked closely with the Wipro branding team for the floor set-up.
• Managing Canon Kolkata with 13 National Sales Organizations based in European locations for Canon business, dealing with one of the largest printing businesses in the world in Supply Chain.

Managing the Google Visual Format for 150+ employees as a Training Manager along with 6 Trainers in both locations Hyderabad and Gurgaon.

• Stakeholder Management.
• Planning and managing delivery operations on a day-to-day basis.
• Operational Cost Management for the department.
• Ensuring contractual governance is maintained.
• Lead and manage the delivery team to achieve milestones as required by the client.
• Managing billing and attrition for the process.
• Develop strategies for the continuous monitoring, evaluation and improvement of all aspects.
• Ensuring right Training & Hiring is done for the process.
• Ensuring the process meets all SLAs and other commitments as required.
• Working on SOPs with the compliance team.
• Ensuring no business losses due to incorrect approval in VF.
• Ensuring smooth transition of VF Regular BAU to VF Sequential L1 and L2 process migration.
• Working on all Planning and Implementation of all regulatory requirements for the process.
• Working with the Training Team to ensure all documents are as per the process requirement and up to date.
• Strategic thinking aligning training with Business goals.

Managing entire Pre-Sales Team and Contact Centre Team along Customer Satisfaction and Complaints Management Team.

• Responsible for the Teams managing all new Leads received to the company.
• Responsible for formulation and ensuring adherence of SOP / KRA / KPI for Pre-Sales Team.
• Responsible to ensure no Revenue leakage, CSAT and Quality maintained in the contact centre.
• Presenting Monthly and Quarterly Dashboard Presentation to the Board of Directors with the entire performance of the Team including revenue generated by the Team.

Setting up and Managing CRM for SREI Sahaj Ltd. - (Contractual).

• Setting up the inhouse CRM for the organization and managing the same for business growth.
• Implementing Salesforce as CRM software.
• Manage the entire CRM Leads and Trainers with more than 150 agents plus vendors for the entire customer contact centre.
• Managing 20+ Team Leads including Trainers and SMEs for SAHAJ Centre Retail Outlets.
• Ensuring Revenue generation from push sales via Contact Centres Sales Team.
• Ensuring all Banking and Non-Banking related activities are conducted within the preview and as required by the company law.
• Presenting Management Report to the Management Committee Members every month for the department.
• Escalation Handling for all CSAT related complaints.

Managing Customer support for all sites.

• Managing Customer Care for the company including Site Experience.
• Managing Recruitment for both Sales and Customer Service.
• Managing Training and Quality Improvement for both Sales and Customer Service.
• Attrition Management for the company.
• Ensuring CSAT was maintained both for Sales Team and Site Experience.

Managing Customer Support Kolkata with Eastern India and Cyber Cell Complaints pan India.

• Managing the entire Customer Care Centre for West Bengal and Other Eastern Region India.
• Managing entire Cyber Cell Complaints on JDPAY Pan India.
• Leading a team of 170 plus associates ensuring their performance and targets are met as per the Business requirement.
• Have also deputised in absence of CS Head and have managed 10 teams including 6 managers, 7 Assistant Managers and more than 350 associates.
• Handling complete Cyber Cell Complaints Specialized Team Pan India consisting of 5 TLs and 50 associates.
• Ensuring Quality standards are met for Just Dial Ltd Customer Support Kolkata.
• Presenting Monthly / Quarterly / Annual Report to the Country Head.
• Ensuring Revenue generation from push Sales and lead transfer to the right departments from cold calls received in the Contact Centre.

Business partner.

• Looked after teams for sales, customer support, and lead generation.

Managing Team of 20 to 25 Agents for Collections and Customer Care.

• Ensuring SLA, KRA and KPI are met for the team.
• Attrition management.
• Maintaining daily activities for the Team as required by the process.
• Ensuring Collection Calls Target are met for the Team.
• Helping Team to perform and meet Targets set for both Inbound and Outbound Queue for the process.

Assistant Manager Operations, Training and Quality.

• Joined as a Customer Support Executive - Credit Cards Collection in Hyderabad.
• Trainer Retail Services Customer Care in Vizag. (Migrated the process from Business area - Delaware to India)
• Assistant Manager Operations - Retail Services in Vizag.
• Assistant Manager Quality - Mortgage Services in Kolkata. (Migrated Quality Desk from Business area - Florida to India)
• Assistant Manager Operations Cards Services-Collection.
• Assistant Manager Operations C/S- Collection Chat process for HSBC Card Services.
• Assistant Manager Operations C/S- Customer Care - HSBC Cards Services.