Ankit Kumar

• Identified operational obstacles and implemented strategic improvements using frontline insights
• Resolved workflow inefficiencies with actionable plans, improving key performance metrics
• Aligned departmental goals through targeted sales strategies to optimize resource utilization.
• Managed recruitment, coaching, and development to drive continuous team performance
• Conducted structured staff meetings with clear agendas and tracked follow-ups on action items.
• Promoted open communication and led team-building initiatives to boost morale

Managing & maintaining performance metrics & team targets:

• Set Clear Goals: Ensuring targets are specific, measurable, achievable, relevant, and time bound
• Regular Reviews: Conducting weekly check-ins to monitoring progress and addressing any roadblocks
• Visual Dashboards: Created real-time performance dashboards

Coaching and guiding bottom performers:

• Personal Development Plans: Tailoring plans for each individual focusing on their strengths and areas for improvement
• Regular Feedback: Scheduling one-on-one sessions for continuous feedback and support
• Mentorship Programs: Pairing them with high performing mentors for guidance and encouragement

Handling escalation calls & ensuring customer satisfaction:

• Empathy Training: Trained team on active listening and empathy to handle escalations more effectively
• Escalation Protocols: Developed clear procedures for handling escalations, including follow-up actions
• Customer Feedback Loop: Implemented a system to gather and act on customer feedback promptly

Analyzing employee workloads to meet seasonal fluctuation needs:

• Cross-Training: Training employees to handle multiple roles to increase flexibility

Analyzing data sources and making strategies:

• Data Integration: Using integrated data systems for a holistic view of performance metrics
• Predictive Analytics: Implemented predictive analytics to forecast trends and strategize accordingly
• Continuous Improvement: Conducting regularly review and adjusted strategies based on performance data

• Led a team of 14–20 collection executives, ensuring adherence to process standards and achievement of daily/monthly collection targets.
• Tracked key KPIs (conversion %, AHT, schedule adherence) and shared performance reports (FTD/MTD) to drive accountability and goal alignment.
• Conducted pre-shift briefings and monthly review meetings to communicate updates, align objectives, and boost team engagement.
• Analyzed performance data to identify trends, develop improvement strategies, and optimize resource allocation during peak periods.
• Provided coaching and performance support to underperforming team members while resolving customer escalations effectively.
• Collaborated with management and clients to enhance productivity, implement process improvements, and meet business goals.
• Fostered a positive and results-driven team culture through open communication, motivation, and employee engagement initiatives.
• Implemented strategic initiatives that led to a 15% improvement in collection efficiency over six months.

• Supervised a team of 18 executives, driving accountability and achieving consistent sales performance
• Managed KPIs and ensured target achievement across sales and service verticals.
• Conducted daily briefings to align team objectives, share updates, and resolve operational issues.
• Monitored live calls and provided coaching to improve customer engagement and productivity.
• Optimized workforce utilization through real-time occupancy monitoring
• Tracked conversion rates, AHT, and schedule adherence to maintain service standards.
• Fostered a collaborative work environment through open communication and recognition programs.
• Led staff meetings to assess performance, identify gaps, and plan team development initiatives.