Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
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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
01.2019 - 07.2022
  • 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
11.2014 - 12.2018
  • 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
11.2013 - 10.2014
  • 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
08.2010 - 04.2013

Skills

    Staff Management

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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
01.2019 - 07.2022

Customer Service Representative

American Express
11.2014 - 12.2018

Customer Service Representative

Dell International Pvt. Ltd
11.2013 - 10.2014

Bachelor of Arts - Ecommerce

Panjab University
08.2010 - 04.2013
Ankit SharmaTeam Leader - Operations