Summary
Overview
Work History
Education
Skills
Additional Information
Accomplishments
Timeline
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Ankita Sharma

Social Media Escalation Manager
Khanpur,Delhi

Summary

Over 5 years of experience in Customer Service & people management. Knowledge in monitoring overall functioning of processes, identifying area of improvement in current processes and implementing optimal measures to achieve targets and maximize satisfaction for external and internal stakeholders.

Overview

9
9
years of post-secondary education
6
6
years of professional experience

Work History

Team Leader Social Media Escalations

Excitel Broadband
Delhi, Delhi
08.2020 - Current
  • Resolved problems, improved operations and provided exceptional service.
  • Exceeded goals through effective task prioritization and great work ethic.
  • Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
  • Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote safe working environment.
  • Handled team CFR (Customer First Resolution) for the process and helped streamline the change by constantly driving ideas on ways to improve.

Team Leader

Excitel Broadband
Delhi, Delhi
06.2019 - Current
  • Headed the WFH project for Customer Care Chat process during the COVID-19 situation. Handled a team of 30+ people, made sure WFH set up is completed and achieved 90%+ connect rate for CC within a span of two weeks.
  • Coordinated weekly meetings for internal and external groups, including teleconferences and videoconferences, interacting with all levels of management.
  • Initiated timely response to emails, voicemails and written correspondence.
  • Coached team members in customer service techniques, providing feedback and encouragement toward reaching sales goals.
  • Provided constructive criticism regarding quality assurance on collections team phone calls.

Quality Analyst

American express Pvt ltd
Delhi, Delhi
06.2019 - 08.2019
  • Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
  • Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.
  • Inspected, verified and documented quantifiable characteristics of finished goods, comparing against customer specifications and company quality standards to achieve acceptable product.

Aux Trainer

American express Pvt ltd
Delhi, Delhi
08.2018 - 06.2019
  • Conducted research, gathered information from multiple sources and presented results.
  • Proved successful training to new joiners within tight deadlines and fast-paced atmosphere.
  • Used coordination and planning skills to achieve results according to schedule for new joiners.

Subject Matter Expert

American express Pvt ltd
Delhi, Delhi
09.2017 - 08.2018
  • Collaborated with senior management and business line management to identify and prioritize new concepts for development and launch.
  • Marked charts and graphs to record results and prepared and delivered presentations, training and briefings to new joiners assigned to me.

Customer Service Executive

American express Pvt ltd
Delhi, Delhi
07.2016 - 09.2017
  • Established and monitored customer service standards by employing recognized and comprehensive benchmarks.
  • Assessed customer service trends and evaluated complaints to determine areas in need of enhancement and align teams to better meet customer demands.
  • Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.

Education

High School Diploma -

DAV Public School
Vasant Kunj
03.2012 - 03.2013

Associate of Arts - Economics

Delhi University
Kalkaji
05.2013 - Current

Skills

Customer Serviceundefined

Additional Information

  • Awards , Above and Beyond (FCR) Top CCP Excellence Leadership Award Academics Per suing Psychology Personal Details Date of Birth :, Marital Status

Accomplishments

    Working in collaboration with the Ideation and Automation team to bring fresh ideas on how to enhance our existing features/tools.

Timeline

Team Leader Social Media Escalations

Excitel Broadband
08.2020 - Current

Team Leader

Excitel Broadband
06.2019 - Current

Quality Analyst

American express Pvt ltd
06.2019 - 08.2019

Aux Trainer

American express Pvt ltd
08.2018 - 06.2019

Subject Matter Expert

American express Pvt ltd
09.2017 - 08.2018

Customer Service Executive

American express Pvt ltd
07.2016 - 09.2017

Associate of Arts - Economics

Delhi University
05.2013 - Current

High School Diploma -

DAV Public School
03.2012 - 03.2013

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Ankita SharmaSocial Media Escalation Manager