Ankit Mishra
Process Specialist
Bangalore
Summary
Accomplished Process Specialist with a proven track record at Infosys BPM Ltd., enhancing operational efficiency by 22% and customer satisfaction significantly. Expert in process automation and stakeholder management, I led initiatives that streamlined workflows and fostered team collaboration, driving substantial cost savings and productivity improvements.
Offering strong analytical skills and willingness to learn and grow in dynamic environment. Brings understanding of process mapping and problem-solving methodologies, along with ability to quickly adapt to new systems and procedures. Ready to use and develop analytical and process improvement skills .
Overview
11
11
years of professional experience
Work History
Process Specialist
Infosys BPM Ltd.
Bangalore
10.2018 - Current
- Developed and implemented a quality management system that reduced defects and improved customer satisfaction by 18%
- Facilitated cross-functional collaboration to identify and resolve process-related issues
- Developed process documentation that ensured consistent and efficient execution of tasks across teams
- Developed and implemented process improvement initiatives that increased efficiency by 22%, resulting in a cost savings of £5000
- Conducted root cause analysis to identify and address inefficiencies in the workflow, resulting in a 35% increase in productivity
- Created training materials to ensure employees had the necessary knowledge and skills to perform their job duties
- Developed standard operating procedures to ensure compliance with industry regulations
- Developed key performance indicators to measure and monitor process performance
- Analyzed customer feedback to identify areas for improvement and successfully implemented changes that resulted in a 28% increase in customer satisfaction
- Analyzed data and evaluated survey feedback to identify areas of improvement
- Led team of 10+ etme mings to discuss progress and review any challenges faeetings to discuss progress and review any challenges facedetings to discuss progress and review any challenges facedeetings to discuss progress and review any challenges faced
- Monitored team performance and performance metrics to identify areas of improvement
- Developed team goals and objectives and monitored progress to ensure successful completion of tasks
- Created an effective team culture and fostered collaboration to increase team morale and motivation
- Resolved conflicts in a professional and timely manner
- Established clear communication channels and provided timely feedback to team members
Process Executive
Wipro BPO, A Divison of Wipro
Kolkata
09.2013 - 08.2018
- Answered telephone or online requests and completed interactions quickly to meet productivity goals.
- Investigated basic issues and escalated more complicated concerns.
- Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
- Collaborated closely with other departments for achieving operational excellence across the organization.
- Worked to create an environment of service excellence for internal and external customers.
Creatively solved customer issues and provided resolutions to achieve the highest level of customer satisfaction.
Generated daily, weekly, monthly, and quarterly reports regarding agent performance metrics and customer retention rates.
Helped to increase our customer base by more than 25 percent in the first year alone.
Education
BBA - Marketing Management
Sikkim Manipal University
Jamshedpur, India 04.2001 -
High School Diploma -
Subhadra Inter College
Ballia, India 04.2001 -
High School Diploma -
LD College
Ballia, India 04.2001 -
Skills
Agile methodology
Process automation
Business process mapping
Stakeholder management
Workflow design
Lean methodology
Presentations
Process analysis
Process improvement
Continuous improvement
Process mapping
Client relationship management
Timeline
Process Specialist
Infosys BPM Ltd.
10.2018 - Current
Process Executive
Wipro BPO, A Divison of Wipro
09.2013 - 08.2018
BBA - Marketing Management
Sikkim Manipal University
04.2001 -
High School Diploma -
Subhadra Inter College
04.2001 -
High School Diploma -
LD College
04.2001 -