Ankit Taneja

One-stop shop for gifting solutions, including corporate gifting and exhibition services.

• Spearheading all aspects of business operations, including product sourcing, vendor negotiations, marketing, and client servicing.
• Successfully established partnerships with corporate clients and participated in exhibitions.
• Gained first-hand experience in budgeting, inventory management, sales strategy, and customer relationship management.
• Strengthened entrepreneurial mindset and multi-disciplinary problem-solving abilities.
• Enhanced understanding of business scalability, consumer behavior, and cross-functional collaboration.

Client Relationship Management & Growth

• Built strong client relationships, proactively addressing concerns and identifying business opportunities.
• Drove upselling and cross-selling strategies to improve client value and satisfaction.

Operations & Team Management

• Led a team of technical and non-technical support representatives.
• Ensured timely service delivery and performance tracking through structured KPIs.
• Managed spare part inventory to support seamless repairs and reduce turnaround time.

Reporting & Strategic Inputs

• Created MIS reports for service trends and product issues.
• Collaborated with stakeholders to derive actionable insights for preventive measures.

1. Team Leadership & Operations Management

• Managed a pan-regional team of field engineers and service center executives, driving accountability, productivity, and ownership across all product liability investigations.
• Conducted weekly performance reviews with service partners and internal teams to improve TAT and customer satisfaction.
• Mentored and trained team members on SOP adherence, technical investigation standards, and customer empathy.

2. Product Liability Investigations & Customer Experience

• Led high-level product liability investigations, ensuring root cause analysis and resolution in coordination with service teams and engineering.
• Conducted joint field visits and site audits, directly interfacing with customers to build trust and resolve high-impact issues.
• Reduced repeat complaints and escalations by implementing robust RCA and CAPA frameworks.

3. Cross-functional & Strategic Collaboration

• Collaborated with R&D, Legal, Insurance, and Compliance teams to streamline investigation and closure workflows.
• Partnered with factory teams to raise improvement alerts and track resolution cycles.
• Coordinated insurance inspections and third-party surveyor visits, ensuring alignment on claim documentation and liability assessments.

4. Preventive Measures & Training Programs

• Developed and executed preventive activity plans to reduce product-related complaints and compliance risks.
• Conducted train-the-trainer modules for service engineers and contact center teams on quality checks, probing skills, empathy, and documentation accuracy.
• Designed SOPs and playbooks for incident management across customer, service center, and field teams.

5. Data Management, Reporting & Insights

• Maintained and presented detailed MIS reports to senior leadership, tracking complaint trends, field feedback, and investigation timelines.
• Leveraged insights to recommend strategic decisions and optimize customer service infrastructure.
• Delivered analytical dashboards and heatmaps to monitor regional and product-specific KPIs.

6. Legal & Compliance Support

• Provided legal advisory support in product liability and customer damage cases, including preparing reports and attending case hearings.
• Supported legal settlements through effective negotiation and documentation practices.
• Ensured adherence to regulatory norms, minimizing legal risk through proactive policy implementation.
• Managed field-level investigations, coordinated with ASMs and BSMs on service tickets and case escalations.
• Initiated preventive action reports, monitored closure effectiveness, and supported call center training programs.
• Tracked service calls, maintained daily updates with field managers, and ensured ticket closures.
• Gained foundational understanding of service operations, investigation SOPs, and customer handling.

Designation Growth Snapshot at Samsung

(Period I Designation)

Sep 2011 – Jul 2013 Executive

Aug 2013 – Mar 2014 Senior Executive

Apr 2014 – Mar 2017 Senior Executive II (Level 1)

Apr 2017 – Mar 2024 Senior Executive II (Managerial Role, Strategic Focus)