ANKIT BAKSHI
Jhansi
Summary
Dedicated operations professional with 3 years of experience in customer-centric and client-centric roles, seeking opportunities to leverage expertise in process optimization and team management.
Overview
7
7
years of professional experience
Work History
Senior associate
Concentrix
12.2022 - Current
- Handled credit card and retail banking queries for Axis Bank premium process Burgundy via calls
- Managed Escalation Desk, addressing customer grievances such as credit card issues (points, blocks, closures) and retail banking concerns (debit card problems, ATM issues, account liens, fee clarifications)
Operations officer
Citibank
03.2021 - 08.2022
- Executed functional BAUs, including roster management and team leadership
- Monitored and managed Customer NPS, resolving escalations promptly
- Conducted account management based on customer needs, ensuring satisfaction
- Proposed and implemented process improvements to enhance operational efficiency
Operations executive
Urban company
10.2018 - 12.2019
- Managed partner-based service model, handling partner payouts and lead assignments
- Introduced process improvements, resulting in enhanced efficiency and service quality
- Implemented strategies to improve customer retention and satisfaction
- Provided training and guidance to new team members, ensuring seamless integration
Education
B.com -
Bundelkhand university
Jhansi, U.P01.2014
MBA -
S.R Group of Institutions
Jhansi, U.P01.2016
Skills
- MS Excel (Advanced Functions, Data Analysis)
- Basic Reporting (Excel, PowerPoint)
- Roster Management and Scheduling
- Customer Relationship Management (CRM)
- Problem Solving and Decision Making
- Communication
- Adaptability and Flexibility
Timeline
Senior associate
Concentrix
12.2022 - Current
Operations officer
Citibank
03.2021 - 08.2022
Operations executive
Urban company
10.2018 - 12.2019
MBA -
S.R Group of Institutions
B.com -
Bundelkhand university
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