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 ServiceCustomer RetentionProject managementExposure of Training, Talent acquisition, Ops risk & auditingExpertise in streamlining & improving existing systems / processes, envisioning new methodologies, future trends & driving development, direction & accomplishmentAbility to support & sustain a positive work environment that fosters team performance with strong communication & relationship management skillsTo effectively communicate under situations of stress & pressure
Team leadership and coaching
Networking and relationship building
Online presence monitoring
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