Ankit Sharma
Team Leader - Operations
Gurgaon
Summary
Goal-oriented Team Manager dedicated to meeting team performance objectives and achieving set targets. Offering 8 years of extensive leadership experience in Banking. Committed individual well-versed in providing thorough training, setting team goals and developing innovative strategies. Superb oral and written communication skills paired with excellent time management and leadership abilities.
Overview
8
8
years of professional experience
3
3
years of post-secondary education
1
1
Language
Work History
Team Leader Manager
American Express
Gurgaon
2019.01 - 2022.07
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Drove performance of staff by creating incentives and positive work atmosphere and administering recognition and rewards programs.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
Customer Service Representative
American Express
Gurgaon
2014.11 - 2018.12
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Clarified customer issues and determined root cause of problems to resolve product or service complaints.
- Educated customers about billing, payment processing and support policies and procedures.
- Enhanced productivity levels by anticipating needs and delivering outstanding support.
Customer Service Representative
Dell International Pvt. Ltd
Chandigarh
2013.11 - 2014.10
- Exhibited high energy and professionalism when dealing with clients and staff.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Trained new personnel regarding company operations, policies and services.
- Met customer call guidelines for service levels, handle time and productivity.
Education
Bachelor of Arts - Ecommerce
Panjab University
Chandigarh 2010.08 - 2013.04
Skills
Staff Management
Strategic planning
Business administration
Self-Motivated
Attention to Detail
Accomplishments
- Supervised team of 15 staff members.
- Coordinated special public and private events.
- Updated and implemented policies for continued company compliance with Blue Box Amex guidelines.
- Recognised by management for go-getter behaviours, leading to increased KPIs of the team.
Timeline
Team Leader Manager
American Express
2019.01 - 2022.07
Customer Service Representative
American Express
2014.11 - 2018.12
Customer Service Representative
Dell International Pvt. Ltd
2013.11 - 2014.10
Bachelor of Arts - Ecommerce
Panjab University
2010.08 - 2013.04