Ankit Bhardwaj
Gurgaon
Summary
Results-driven Customer Success, Service, and Operations Leader with a proven track record in team leadership and enhancing customer retention. Expertise in building high-performing teams and implementing KPIs to optimize operational efficiency. Demonstrates strong skills in customer engagement strategies and issue resolution, driving satisfaction and loyalty, while supporting business growth through strategic decision-making.
Overview
9
9
years of professional experience
Work History
Manager
Maxicus Pvt Ltd
Gurgaon
08.2019 - Current
- Conducted regular meetings with staff to discuss progress and identify areas of improvement.
- Organized team activities to build camaraderie and foster pleasant workplace culture.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Established and monitored KPIs to evaluate performance and identify areas for improvement.
- Collaborated with cross-functional teams to align business goals with customer expectations.
- Established customer feedback and escalation frameworks to enhance resolution speed and service quality.
- Connected with clients and developed strategies to achieve sales and customer service goals.
Deputy Manager
Maxicus Pvt Ltd
Gurgaon
01.2024 - 09.2024
- Directed day-to-day operations by spearheading implementation of short-term and long-term strategies to achieve business plan and profitability goals.
- Planned delivery routing, team workflows, and promotional initiatives.
- Assessed employee development needs and provided feedback on their progress towards meeting goals.
- Supervised day-to-day workflow of employees in order to maximize productivity and maintain quality standards.
- Formed and sustained strategic relationships with clients.
- Designed and executed operational strategies to streamline customer service workflows.
- Assisted in preparing Monthly Business Review (MBR) reports, showcasing key achievements, and recommending areas for improvement.
Assistant Manager
Maxicus Pvt Ltd
Gurgaon
10.2021 - 12.2023
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Resolved customer inquiries and complaints requiring management-level escalation.
- Produced thorough, accurate and timely reports of project activities.
- Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
- Collaborated with management on developing strategic plans for achieving business goals.
- Led a team of 100+ employees in delivering superior customer service operations.
- Developed and deployed customer feedback mechanisms to track and improve satisfaction.
- Oversaw KPI-driven performance management, ensuring service level targets were consistently met.
- Identified and addressed customer pain points, increasing retention and loyalty.
Team Leader
Maxicus Pvt Ltd
Gurgaon
08.2019 - 09.2021
- Set specific goals for projects to measure progress and evaluate end results.
- Maintained a positive work environment that promoted collaboration between team members.
- Motivated team members through recognition programs and performance-based incentives.
- Facilitated team meetings to discuss targets, strategies, and address any issues.
- Established clear expectations for employees, providing guidance when needed.
- Oversaw a high-performing team focused on customer success and support.
- Conducted regular coaching and training to enhance team efficiency and service quality.
- Developed data-driven strategies to optimize the customer journey and touchpoints.
- Launched and scaled customer-centric initiatives, improving overall user satisfaction.
Analyst
Vaco Binary Semantics
Gurgaon
12.2018 - 07.2019
- Developed data-driven workflows to improve service response times.
- Managed customer service cases, ensuring quick and effective issue resolution.
- Conducted process analyses to identify and eliminate inefficiencies.
- Optimized processes by leveraging analytical skills in a pilot batch program, driving efficiency, and accuracy.
- Managed daily support cases, designing workflows to enhance process growth, and minimize operational bottlenecks.
- Oversaw queue management to reduce errors and improve task efficiency, ensuring seamless operations.
- Conducted deep-dive analyses to develop structured, streamlined workflows for new processes.
- Provided weekend queue management with high efficiency, maintaining continuity in service operations.
- Analyzed daily case trends to identify root causes, and implement strategies to reduce DSAT (Dissatisfaction Score).
Process Associate
Genpact Pvt Ltd
Gurgaon
09.2016 - 11.2018
- I began my career as a Customer Support Executive, delivering high-quality service for six months before transitioning to a Sales Executive.
- Successfully adapted to a sales-oriented role, handling queue management, client interactions, and data analysis to optimize performance.
- Proactively managed the sales queue, ensuring efficiency in queue monitoring, team management, and quality assurance.
- Developed self-learning capabilities, mastering CRM software, Excel functions, and reporting tools to improve operational processes.
- Provided training and mentorship to new hires, leveraging process and product expertise to enhance team productivity.
- Conducted regular sales data analysis to identify trends, streamline workflows, and implement solutions for operational challenges.
Education
Bachelor of Technology - Civil Engineering
Dehradun Institute of Technology
Dehradun06-2016
Skills
- KPI development
- Customer service
- Process improvement
- Team leadership
- Strategic planning
- Client relationship management
- Operational efficiency
- Sales strategy
- Sales management
- CRM Tools (Magento, Zendesk, Sprinklr, Jira)
- Performance evaluation
- Operations management
Timeline
Deputy Manager
Maxicus Pvt Ltd
01.2024 - 09.2024
Assistant Manager
Maxicus Pvt Ltd
10.2021 - 12.2023
Manager
Maxicus Pvt Ltd
08.2019 - Current
Team Leader
Maxicus Pvt Ltd
08.2019 - 09.2021
Analyst
Vaco Binary Semantics
12.2018 - 07.2019
Process Associate
Genpact Pvt Ltd
09.2016 - 11.2018
Bachelor of Technology - Civil Engineering
Dehradun Institute of Technology
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