Summary
Overview
Work History
Education
Skills
Certification
Timeline
Manager
Ankit Malhotra

Ankit Malhotra

Uttar Pradesh

Summary

With over 10 years of work experience in financial services, Teams Management and Leadership with a passion for delivering value to clients and driving growth for the organization. Excellent team leadership and motivational skills to sustain growth momentum while motivating individual performances across the teams. PGDBA degree and multiple project management certifications that demonstrate ability to manage complex and diverse projects effectively. Regular communication with clients and stakeholders, present monthly business review dashboards, and resolve any issues or escalations within the agreed timeframe. Leverage CRM, analytical, and people management skills to deliver high-quality service and satisfaction to clients. Talented Manager with expert team leadership, planning, and organizational skills built during successful career. Smoothly equip employees to independently handle daily functions and meet customer needs. Diligent trainer and mentor with exceptional management abilities and results-driven approach.

Overview

14
14
years of professional experience
5
5
Certifications

Work History

Manager - Customer Success

ENTAB INFOTECH PRIVATE LIMITED
11.2022 - 8 2023
  • Develop and maintain extraordinary relationships with existing clients to ensure their satisfaction and retention
  • Accomplished multiple tasks within established timeframes
  • Identify metrics through data analysis and audits to demonstrate success with RAC System to maximize client satisfaction
  • Managed team size of 60 and performance of sales and service developed by 15%
  • Educate clients on value of overall RAC System platform and encourage optimal utilization
  • Develop successful account strategies and plans through CRM/Salesforce databases so Company resources are used to maximize retention and sales within assigned accounts
  • Ensure clients are updated on new product features
  • Deliver regular business and operational reviews to senior executives and key business stakeholders
  • Provide best practices and industry benchmarking
  • Guide clients through significant service milestones such as upgrades and new releases
  • Act as point-of-escalation for client-based critical issues.
  • Managed and motivated employees to be productive and engaged in work
  • Maximized performance by monitoring daily activities and mentoring team members
  • Communicated clearly with employees, suppliers and stakeholders to keep everyone on same page and working toward established business goals
  • Developed and implemented business strategies to achieve business goals and stay competitive

Quality Analyst

PrepLadder / Unacademy (International)
06.2021 - 10.2022
  • Audit proposals drafted by sales and marketing team for ensure as per policy
  • Document audits, identify problem areas, and prepare quality reports
  • Train people to fill gaps identified in audits
  • Share Weekly QA report
  • Create D-Sat analysis and share findings
  • Attend weekly client calibration session to ensure that everyone is aligned with QA process
  • Contribute to calibration sessions to evaluate agent performance
  • Able to track QA metrics and ensure that support agents meet customer needs and address all feedback effectively.
  • Administered 100% internal quality audits and assessed results to inform corrective action measures
  • Conducted thorough root cause analyses on recurring defects, resulting in the implementation of effective corrective actions
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements
  • Monitored KPIs to proactively address bottlenecks and quality issues
  • Collaborated with cross-functional teams to develop and implement targeted solutions for identified quality issues, ensuring continuous improvement
  • Defined and implemented quality initiatives to reduce risk
  • Participated in departmental meetings to establish short- and long-term strategy
  • Maintained up-to-date knowledge of industry best practices, incorporating relevant methodologies into daily work processes for optimal results
  • Led process improvement projects to help operations meet and exceed quality standards and reduce costs

Team Leader

Biz2Credit (USA)
01.2015 - 01.2021
  • Future Receivables and Sales Agreement to be in accordance with commitments and acceptance of lender and borrower
  • Sales should be in accordance with terms of agreement
  • Setting up investigations, tracing area which completed application, status of loan, etc
  • Calling client who show interest in availing business financing facility
  • Working on leads to achieve set targets
  • Working on leads shared by AMEX, SEO, PPC, Lending Tree, Paychex, Heartland etc
  • Cold calling on database given in order to promote business by generating new leads
  • Calling customers and advising them of products basis their requirements
  • Negotiation on interest rate and charges
  • Proving them with competitive rate
  • Providing customers flexibility in payment term and duration
  • Working on complaints management system to ensure correct log of enquiry/complaint
  • Logging complaints and collecting feedback to improve product and services
  • Handling escalated complaints and conduct root cause analysis and ensure appropriate steps are taken to ensure no repetitions
  • Take ownership of issues in case of queries/requests mishandled and resolve on priority
  • Taking suggestions and provide feedback to reduce complaints logging
  • Regular refresher sessions to be conducted to reduce complaints by discussing and briefing teams of root causes of complaints
  • Sending reports team owners about complaint causes
  • Regular refresher sessions to be conducted to reduce complaints by discussing and briefing teams of root causes of complaints
  • Taking suggestions and provide feedback to reduce complaints logging.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards
  • Worked with team to identify areas of improvement and devised solutions based on findings
  • Supervised team members to confirm compliance with set procedures and quality requirements
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
  • Developed team members'' skills through targeted coaching sessions, resulting in improved individual performance
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics
  • Held weekly team meetings to inform team members on company news and updates
  • Built strong relationships with customers through positive attitude and attentive response
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers
  • Increased customer satisfaction ratings by closely monitoring service quality standards and addressing any issues promptly

Process Advisor

Barclays (UK)
12.2008 - 08.2014
  • Worked in International Payment, part of Global Payments to assist clients with queries pertaining to Foreign Exchange, E-Payments, Priority and standard payments including screening and investigations on payments for further processing.
  • Increased customer satisfaction by proactively addressing concerns and implementing feedback-driven improvements
  • Conducted regular audits to ensure compliance with industry regulations and best practices
  • Trained new employees on process protocols, ensuring consistent quality across team
  • Maintained open lines of communication with stakeholders throughout project lifecycles, ensuring alignment on goals and expectations
  • Collaborated with cross-functional teams for successful project execution and timely delivery
  • Served as subject matter expert within the organization, providing guidance on best practices related to process design and implementation
  • Monitored performance metrics to identify areas of improvement and drive continuous growth in efficiency
  • Managed multiple projects simultaneously, maintaining strict deadlines and high-quality standards
  • Contributed to strategic planning efforts by evaluating potential risks associated with various business decisions
  • Actively participated in company-wide initiatives aimed at fostering a culture of continuous improvement and innovation
  • Streamlined workflow with effective communication and collaboration among team members
  • Established strong relationships with vendors, negotiating favorable contracts for materials procurement or service provision
  • Implemented cost-saving measures through effective resource management and waste reduction initiatives
  • Enhanced process efficiency by identifying and implementing improvements in operational procedures
  • Trained new employees on process protocols, ensuring consistent quality across the team

Education

Master of Arts - English Language and Literature, General

Indira Gandhi National Open University
New Delhi

MBA - Business Administration, Management and Operations

Symbiosis Centre For Distance Learning
Pune

Bachelor of Commerce - BCom - Accounting and Finance

Vinoba Bhave University

Skills

Scrum

Certification

Project Management Foundations: Integration, LinkedIn

Timeline

Manager - Customer Success

ENTAB INFOTECH PRIVATE LIMITED
11.2022 - 8 2023

Quality Analyst

PrepLadder / Unacademy (International)
06.2021 - 10.2022

Team Leader

Biz2Credit (USA)
01.2015 - 01.2021

Process Advisor

Barclays (UK)
12.2008 - 08.2014

Master of Arts - English Language and Literature, General

Indira Gandhi National Open University

MBA - Business Administration, Management and Operations

Symbiosis Centre For Distance Learning

Bachelor of Commerce - BCom - Accounting and Finance

Vinoba Bhave University

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