Ankit Verma
Training, Customer Service Data & Knowledge Management and Team Management
Muzaffarnagar,Uttar Pradesh
Summary
- A competent professional with over 6 years of experience in Customer Service, Training & Development, Quality Management, Vendor Management and Team Management.
- Currently working with Paytm- Noida as Team Leader
- Skilled in determining staffing requirements, work assignment and schedules for new projects.
- Well versed with MS Windows, MS Office and Internet Applications.
- Ability to manage and complete the assigned projects with the stipulated time-frame.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
2
2
Certifications
1
1
Language
Work History
Team Lead Trainer
Paytm
Noida, Uttar Pradesh
12.2016 - Current
- Shortlisting candidates considering the requisition for attrition backfill.
- Training associates and delivering the batch throughput, have achieved 100% target also.
- Day 1 to Day 7 is the part of On Job Training for new join associates post training and ensuring their productivity and quality.
- On the basis of quality score for the month - arranging TNI session for all BQ associates and ensuring their improvement.
- Coordinating with the product team and ensuring that new updates should be passed on to the associates - apart from this, seeking new ideas and sharing with the product team to update in the SOP.
- Driving a healthy process and seeking associates & lead understanding of the new process and daily scenarios. Conducting PKT to minimize the agent's error and customer's escalation.
- Have worked with 3 vendors - monitored their FRT/Pendency/Quality/Training/Attrition/Cost Management/Customer satisfaction/reducing potential risks/reports - tracked the overall process. - Initiated "new ideas" project which includes associates and leads as well as for vendor.
Senior Associate
Northways Industries Pvt. Ltd.
10.2014 - 01.2016
- Assisting Process head in supervising daily operations of organization & responsible for delivering the numbers on billing prospective
- Responsible for daily delivery and Quality assurance as well as follow-up from different teams on customer queries and complaints.
Associate With Band A1
EXL Service Pvt. Ltd.
09.2013 - 09.2014
- Enroll, Changes, deletion and update, EOI analyzing, handling client queries, taking care of requested operations, handling emails in the Insurance as per the customer’s need. The process is performed through software (Zeus Desktop)
- Addressing operational issues and concerns in a timely fashion
- Supervising the entire team to deliver customer services and Client expectations
- Coordinating with Asst. Manager in different operational issues and promotional activities
- Generating operational reports for management as needed
Education
Computer Application
Post Graduation Diploma in Computer Application
IGNOU 12.2013 - 12.2014
Computer Application
Bachelor of Computer Application
D.A.V. PG College 07.2010 - 07.2013
P.C.M.C.
Intermediate
S.D. Inter College 07.2009 - 07.2010
P.C.M.C.
High School
Bhagwanti Sarawati Vidhya Mandir 07.2007 - 07.2008
Master of Computer Applications - Computer Engineering
Subharti University
Meerut 12.2020 - 12.2022
Skills
MS Windows, MS Office and Internet Applications
Training program development
Data organization
Conceptual understanding
Application design
Usability principles
Software automation
Certification
Certified in IT Literacy Program, Course on Computer Concept (CCC)
Interests
Timeline
Master of Computer Applications - Computer Engineering
Subharti University
12.2020 - 12.2022
Team Lead Trainer
Paytm
12.2016 - Current
Corporate Training program on employability enhancement and life skill sponsored by Barclays.
07-2015
Senior Associate
Northways Industries Pvt. Ltd.
10.2014 - 01.2016
Computer Application
Post Graduation Diploma in Computer Application
12.2013 - 12.2014
Associate With Band A1
EXL Service Pvt. Ltd.
09.2013 - 09.2014
Certified in IT Literacy Program, Course on Computer Concept (CCC)
07-2013
Computer Application
Bachelor of Computer Application
07.2010 - 07.2013
P.C.M.C.
Intermediate
07.2009 - 07.2010
P.C.M.C.
High School
07.2007 - 07.2008