Ankit Arora
New Delhi
Summary
Results-driven professional with over 10 years of experience in streamlining operations to promote organizational efficiency, foster strong relationships, and ensuring customer satisfaction. Highly skilled in identifying customer needs, developing tailored strategies and implementing solutions to drive business growth and retention. Excellent communicator and problem solver, adept at leading and collaborating with large cross-functional teams to deliver exceptional customer experience and achieve outstanding results for the organization.
Overview
5
5
years of professional experience
Work History
Associate Director
Inductus Limited
Noida
12.2023 - Current
- Oversaw day-to-day operations of the organization including personnel management, program development and implementation.
- Provided guidance and support to staff in order to maximize their performance.
- Identified opportunities for improvement in processes, procedures, systems and services.
- Conducted regular meetings with staff members to review progress on goals and objectives.
- Analyzed data collected from various sources in order to identify trends or areas requiring further investigation or action.
- Maintained positive relationships with stakeholders by responding promptly to inquiries, requests and complaints.
- Created effective communication channels between different departments in order to facilitate collaboration.
- Managed recruitment process for new employees including conducting interviews, evaluating resumes, making job offers.
- Developed and implemented strategies to increase organizational effectiveness and efficiency.
Senior Manager
simsim
New Delhi
08.2021 - 08.2023
- Led a team of 10+ members to ensure the smooth functioning of company-wide operations
- Built and maintained project plans and customer experience tracking tools for increased customer/creator retention and acquisition
- Oversaw recruitment, onboarding, and performance evaluation processes for team members
- Fostered a collaborative team environment, encouraging open communication and knowledge sharing
- Addressed conflicts and disputes within the team in a fair and positive manner to promote healthy working environment
- Regularly assessed team members' performance, provided constructive feedback and conducted performance reviews
- Monitor project activities, track achievements and distribute information including KPIs to concerned stakeholders
- Provide guidance to team members, collaborate and communicate with varying levels of stakeholders across all functions
- Led new product launch initiative to automate internal processes and improve operational efficiency
- Providing data backed and actionable updates to leadership to improve order fulfillment SLAs and partner and vendor performance
- Involve in all project specific decisions and in escalation processes in case of failure to meet customer requirements/project goals.
Assistant Manager
OYO Rooms
Gurgaon
01.2020 - 08.2021
- Led a team of 5+ people for central escalations and quality assurance for South East Asian Countries and Japan
- Ensuring that quality standards are adhered to and properties are well presented on OTA's
- Reviewing customer requests for order/reservation changes or cancellations then updating property availability based on customer demand
- Managing different teams who are responsible for processing orders and answering customer questions about products and services
- Collaborated with the teams to set clear, achievable goals that align with the organization's objectives
- Acted as the liaison between the team and senior management, conveying the team's achievements, needs and concerns to the leadership and the leadership's expectations and plans to the team
- Improving processes, control SLA and FRT, Employee Productivity.
Operations Manager
foodpanda
Gurgaon
01.2019 - 01.2020
- Managed a team of 70+ professionals to ensure best-in-class restaurant care service
- Oversight of the comprehensive operations of foodpanda's owned delivery service, involving strategic planning, organization, and direction of all activities to attain business objectives
- Assisted the team in overcoming challenges and obstacles by offering guidance and facilitating problem-solving sessions
- Recruited and allocated resources to achieve business goals and mentored existing team members to further improve their performance
- Rigorous assessment of team's performance to create and publish weekly and monthly score cards for regular and transparent performance review
- Diligent tracking of restaurant inventory levels to prevent stockouts, and in cases of stockouts, promptly updating the app in real-time to ensure a positive customer experience
- Management of metrics, Key Performance Indicators (KPIs), Service Level Agreements (SLAs), and trends related to fulfillment cost
- Designing Standard Operating Procedures (SOPs), streamlining processes, enforcing SLAs, and introducing cost-saving measures
- Vigilantly monitoring and enhancing the restaurant retention rate to minimize supply losses
- Taking ownership of ensuring the smooth functioning of deliveries during peak periods, such as festivals, weekends, natural calamities etc.
Operations Manager
YouTube Shopping, Google
Gurgaon
- Managed a team of 5 people and collaborated with cross functional teams to deliver multiple projects
- Successfully delivered projects on time and within the budget to achieve increased CSAT, reduced TAT of lead to live shoppe content and significantly reduced contact ratio
- Assisted in performance evaluations and provided regular feedback to team members
- Conducted root cause analysis investigations and implemented corrective and preventive actions to address non-conformities and prevent recurrence
- Dashboard creation for weekly/ monthly business reviews with the C-suite
- Data analysis to understand and rectify recurring issues and improving processes.
Executive - Direct Sales
99acres.com (a subsidiary of Infoedge)
- Generating leads and sell listings to property brokers and builders
- Relationship building with the clients
- Generating sales through new and existing clients.
Education
Master of Business Administration -
Northern India Engineering College
04.2014
BBA -
JIMS
01-2011
Skills
- Team Management
- Project Management
- Process Improvement
- Microsoft Excel
- Project management
- Cost reduction strategies
- Process Excellence
- Strategic Planning
Timeline
Associate Director
Inductus Limited
12.2023 - Current
Senior Manager
simsim
08.2021 - 08.2023
Assistant Manager
OYO Rooms
01.2020 - 08.2021
Operations Manager
foodpanda
01.2019 - 01.2020
Operations Manager
YouTube Shopping, Google
Executive - Direct Sales
99acres.com (a subsidiary of Infoedge)
Master of Business Administration -
Northern India Engineering College
BBA -
JIMS
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