Ankita Jain
Gurugram
Summary
Professional with 10 years of experience in customer backend operations, focusing on process optimization and workflow automation. Recently transitioned to a Project Coordinator role, leveraging analytical and project management skills to enhance SLA compliance and streamline reporting. Proven ability to work under pressure and adapt to new challenges, driving operational efficiency and brand enhancement.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Project Coordinator / Associate
Accenture Services Pvt Ltd
03.2021 - Current
- Coordinated cross-functional project teams and supported the delivery of over 15 client projects, consistently meeting 98% SLA compliance.
- Developed and maintained dashboards, generating weekly and monthly reports used by senior management to track KPIs and business trends.
- Enhanced client response times by 25% by redesigning internal communication protocols and optimizing email query management.
- Oversaw resource planning, effort tracking, and financial forecasting, contributing to a 12% reduction in project overheads.
- Recognized with awards such as Business COFR and Sales Star for driving productivity and upholding quality standards.
Content Moderator
Webhelp
05.2020 - 03.2021
- Moderated and reviewed over 5,000 pieces of user-generated content monthly, ensuring 99% adherence to platform guidelines.
- Identified trends from flagged content to help update and refine moderation policies, reducing compliance incidents by 10%.
- Delivered training sessions for new team members, shortening onboarding time by 20%.
Travel Executive
EXL
08.2019 - 04.2020
- Managed 200+ domestic and international bookings monthly using Sabre GDS, maintaining a 100% compliance rate with client and airline guidelines.
- Resolved booking escalations, improving customer experience and achieving a 95% satisfaction rating in post-service feedback.
Content Analyst
Concentrix Daksh Services India Pvt. Ltd.
01.2018 - 06.2019
- Oversaw high-priority escalation queues for YouTube, processing up to 400+ cases per week with 98% accuracy.
- Developed process documentation to support a team of 30+ analysts, resulting in smoother workflow transitions and fewer policy errors.
Accounts Manager
Rosette Ultratech Pvt Ltd
04.2015 - 07.2016
- Coordinated office operations and vendor relationships, maintaining error-free inventory records over two audit cycles.
- Supported sales efforts by preparing over 100 quotations monthly, improving order turnaround times by 15%.
- Managed client accounts and maintained strong relationships with key stakeholders.
- Coordinated cross-functional teams to ensure timely project delivery and compliance.
- Led negotiations with vendors to secure favorable contract terms for the company.
- Maintained precise records for pesticide inventory and transactions, ensuring compliance with regulations.
Coordinated shipment scheduling, packaging logistics, and order processing for timely deliveries.
Enhanced field sales efforts by managing customer databases and conducting follow-up calls.
Administered petty cash and performed essential bookkeeping functions to support financial accuracy.
Education
Bachelor of Commerce - FINANCE, IT
Hindu Girls College
Sonipat06-2014
Skills
- Project coordination and management
- Performance reporting
- Dashboard creation and data visualization
- Data analysis and interpretation
- Excel and Google Sheets proficiency
- Power BI expertise
- Team leadership and training
- Customer service excellence
- Resource planning and inventory management
- Content moderation and trust & safety
Accomplishments
- Achieved over 98% SLA compliance across 15+ client projects in project coordination roles
- Enhanced client response times by 25% through process redesign and improved communication protocols
- Received Business COFR and Employee Star awards at Accenture for driving productivity and quality standards
- Shortened team onboarding time by 20% by developing effective training modules for new hires
- Contributed to a 12% reduction in project overheads through precise resource and budget planning
- Maintained a 99% adherence rate to content moderation guidelines at Webhelp, reducing compliance incidents by 10%
- Sustained a 95% customer satisfaction rating at EXL by resolving booking escalations promptly
Certification
- Data Scientist course from BIA Institute, Gurgaon
- Capstone project
Languages
Hindi
First Language
English
Upper Intermediate (B2)
B2
Work Type
Full TimeTimeline
Project Coordinator / Associate
Accenture Services Pvt Ltd
03.2021 - Current
Content Moderator
Webhelp
05.2020 - 03.2021
Travel Executive
EXL
08.2019 - 04.2020
Content Analyst
Concentrix Daksh Services India Pvt. Ltd.
01.2018 - 06.2019
Accounts Manager
Rosette Ultratech Pvt Ltd
04.2015 - 07.2016
Bachelor of Commerce - FINANCE, IT
Hindu Girls College
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