ANKIT J. SHAH
Vadodara
Summary
Accomplished Assistant Manager in Sales Operations & Audit with extensive experience in managing organisational dialer systems and enhancing sales efficiency. Proven track record in conducting compliance audits, developing quality control frameworks, and implementing process improvement techniques. Demonstrates exceptional leadership skills, strategic planning, and outstanding customer service. Adept at training and development, team building, and client support with a focus on achieving operational excellence. Career goal includes leveraging analytical thinking and technical proficiency to drive business growth and innovation.
Overview
16
16
years of professional experience
1
1
Certification
1
1
Language
Work History
Assistant Manager - Sales Operations & Audit
Emeritus Institute of Management
01.2025 - Current
- Managed organizational dialer systems, including RingDNA and Samespace.
- Created IVR systems for educational establishments.
- Created efficient call routing system for accurate team assignment.
- Set reroute groups to direct unanswered calls to appropriate teams.
- Managed dialer-related number portability functions and documentation requirements.
- Assigned new numbers to Program & Learning Advisors.
- Conducted thorough audits of compliance and quality to ensure adherence to SOPs within LOBs.
- Supervise routine quality operations to ensure total compliance with established standards.
- Evaluated customer feedback and identified improvement areas.
- Formulated actionable strategies to boost sales efficiency.
- Enhanced product quality to drive increased profitability.
- Developed reports detailing internal quality control audits.
Senior Associate Learning and Development (Sales ops audits)
Emeritus Institute of management
01.2022 - 12.2024
- Executed compliance and quality audits to guarantee adherence to SOPs across operational sectors.
- Monitored, completed, and documented advisor-specific Adhoc assignments accurately.
- Conducted live online educational webinars with interactive Q&A sessions.
- Huddle sessions conducted with program advisors focused on addressing key performance indicators.
- Performed complaints analysis to categorize and address customer grievances.
- Revised email and voicemail templates tailored to various education programs.
- Directed student emails to program advising staff through Zendesk platform for assistance with questions.
Quality Analyst
Capita
08.2013 - 01.2022
- Transitioned successfully to a role as Quality Analyst after demonstrating professionalism.
- Spearheaded team of 10 through strategic work allocation and planning.
- Conducted audits on web chats and calls for internal teams.
- Delivered coaching sessions to enhance advisor performance.
- Conducted weekly briefings and gathered observations.
- Conducted detailed investigations to identify underlying causes of issues.
- Facilitated synchronization between onshore and offshore teams.
- Developed compliance frameworks.
- Collaborated with bottom quartile teams.
- Analyzed feedback to develop strategies for issue resolution.
- Conceived innovative process enhancement concepts.
- Guided new employees in understanding the Quality Framework.
- Executed comprehensive reports on statistical data.
- Generated detailed reports on performance metrics.
Senior Executive - Web Chat
Firstsource Solutions
05.2011 - 08.2013
- Communicate effectively with clients to deliver desired resolutions across multiple subjects.
- Billing
- Payment Issue
- Complaints
- Orders Query
- Technical Help with the device
- Upgrades
- Oversaw OJT teams as Floor Walker, ensuring daily targets and productivity metrics were met.
- Communicated daily updates, completed targets and process summaries to team.
- Negotiated contracts with new customer base.
- Enhanced customer retention by implementing upgrade strategies.
- Addressed critical customer concerns through escalation channels.
- Analyzed top queries to identify improvement strategies.
- Ensured customer satisfaction benchmarks were achieved through collaborative discussions.
Senior Executive - Vodafone
Serco
10.2009 - 02.2011
- Managed Workflow within Vodafone's postpaid service entity.
- Managed billing, value-added services, payments, orders, sales and retention calls.
- Managed Vodafone COCP accounts for Corporate, Gold, and Platinum customers.
- Facilitated collaboration with RMs for various COCP accounts to ensure exemplary customer service.
- Managed resolution of customer grievances to enhance satisfaction.
- Reached out to COCP account holders with proactive service inquiries.
Education
Bachelor’s - commerce
BES College of Commerce
MumbaiSkills
Listening to details
Accomplishments
- Awarded as Star of the Quarter 5 times as Quality analyst
- Five times Star of the month as Sr. Executive
Certification
Six Sigma-Yellow belt, 2018
Timeline
Assistant Manager - Sales Operations & Audit
Emeritus Institute of Management
01.2025 - Current
Senior Associate Learning and Development (Sales ops audits)
Emeritus Institute of management
01.2022 - 12.2024
Quality Analyst
Capita
08.2013 - 01.2022
Senior Executive - Web Chat
Firstsource Solutions
05.2011 - 08.2013
Senior Executive - Vodafone
Serco
10.2009 - 02.2011
Bachelor’s - commerce
BES College of Commerce
Personal Information
Date of birth: 04/08/88
Hobbies and Interests
- Playing Cricket
- Football
- Badminton
- Listening to Music
- Dancing
Skills
- Outstanding customer service
- Process improvement techniques
- Technical proficiency
- Excellent communication
- Compliance awareness
- Strategic planning
- Leadership skills
- Customer relationship building
Achievements in the Field of Quality Analytics
- Top Contributor for 6 times in current organization
- Multiple Performance Awards During the Various Tenures of my assignments