Ankit Kohli

• Skilled at working independently and collaboratively in a team environment.
• Assisted with day-to-day operations, working efficiently and productively with all team members.
• Learned and adapted quickly to new technology and software applications.
• Resolved problems, improved operations and provided exceptional service.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Participated in team projects, demonstrating an ability to work collaboratively and effectively.
• Organized and detail-oriented with a strong work ethic.

• Work with IT to provide inputs/business requirements for systems used by the CS team.
• Reporting /Leadership updates/ Risk Planning/Mitigation.
• Oversee customer service operations to ensure high levels of customer satisfaction.
• Develop and implement customer service policies and procedures.
• Develop strategic sourcing strategy related to existing and potential suppliers to advance company initiatives and priorities
• Lead supplier negotiations, internal and external communications management, deal analysis, contract development, and contract analysis
• Monitor and analyze customer service data to identify trends and areas for improvement.
• Align with the product team and the tech team in improving the frontend end systems for internal and external customers.
• Collaborate with other departments to improve customer service processes.
• Stay current on industry trends and customer service best practices.
• Create and maintain customer service budgets and manage resource allocation.
• Demonstrated leadership skills in managing projects from concept to completion.
• Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
• Running day to day operational activities like Performance Management, Rewards & Recognition, Coaching & Feedback (Including people development).
• Driving Innovation – Working with delivery excellence to ensure Continuous Improvement initiatives taken and closed at the Team/Delivery level.

• Administering an annual operating forecast and budget and enhancements for sales department monthly forecasts and plans. (Budget Size - 60 crore/Annum)
• Tracking day to day issues & activities across verticals and sharing the same with the Tech Team/Product Team & Leadership Team.
• Developing and implementing strategies on critical business projects which could bring in incremental growth in the business.
• Directing B2C telesales unit for organization with key focus on bottom line profitability by ensuring low cost acquisition.
• Key focus on business planning and analysis for assessment of revenue potential in business opportunities.
• Conducting QBR & MBR within the team and across other Vertical Heads to ensure collaboration within cross functions and visibility
• Developing and implementing penetration plans and strategies.
• Conducting NPS from the customers who have used the services from Magicbricks.
• Handling the post sales team to ensure all the grievance of the customers are timely resolved.

• Determines customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information and applications.
• Meets customer service financial objectives by forecasting requirements; preparing an annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.
• Achieves customer service objectives by contributing customer service information and recommendations to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; resolving problems; completing audits; identifying customer service trends; determining system improvements; implementing change.
• Created an environment oriented to trust, open communication, creative thinking and cohesive team effort.
• Familiarized the team with customer needs, specifications, design targets, the development process, design standards, techniques and tools to support task performance.
• Report changes in business with special attention to major increase & decrease with reasons for the same.

• Managing various operational requirement like Staffing, maintaining TAT/SLA, ageing of allotted work, high standards of Transactions Accuracy, Performance Management using various Quality Maintenance tools like Stack Rankings, PIP, Outlier Management.
• Managing scorecards, support the business unit in creating/managing the annual goals.
• Handling various Work Force Management activities like Scheduling, optimizing seat utilization, forecasting and other such activities.
• Making sure the client is billed accurately and escalates any error to get them fixed.
• Working with various support departments like Training, Quality, Audit, HR, Recruitment, Technology, Transport, Facilities to ensure smooth running of Operations.
• Planning strategies and drive business excellence.
• Running day to day operational activities like Performance Management, Rewards & Recognition, Coaching & Feedback (Including people development).
• Driving Innovation – Working with delivery excellence to ensure Continuous Improvement initiatives taken and closed at the Team/Delivery level.
• Monitors client operations dashboard measures to proactively manage client-level impacts.

Worked as Assistant Manager handling a process of 167 agents and 11 Team Leaders and reporting to me (Highest Headcount handled 325 agents and 18 TLs), where the key responsibilities include:

• Responsible for the complete productivity of call centre.

• To decide which product to be recalled for replacement/Refund.

• Involved in all the strategic discussions and meetings of process.

• Responsible for new technical development planning’s and execution.

• Achieving sales targets and Productivity Management.

• Involved with the training team for the developments to be done in the process.

• Responsible for Managing and ensuring SLA's are met.

• Closely working with the Category team to decide what product needs to be aired on the channel to get the maximum revenue.

Closely working with the logistic teams to get the delivery done on the order which got cancelled or RTO.

Collections & Process Management

Collections & People Management

Collections and Team Management