ANKITA SUNIL PAWASKAR
Mumbai
Summary
Motivated professional with strong communication and interpersonal skills, adept at planning and coordinating training programs to enhance team performance. Skilled in content creation, training needs analysis, and facilitating sessions with a positive attitude and eagerness to learn.
Overview
14
14
years of professional experience
Work History
Sr. Customer service representative
Firstsource Solutions Limited
Mumbai
03.2026 - Current
- Negotiated payment plans with customers to ensure timely repayment of debt.
- Developed payment plans tailored to clients' financial situations.
- Created repayment plans based on account holders' financial status and repayment abilities.
- Contacted customers for timely updates regarding outstanding debts. and explained debt management to encourage timely debt payments.
- Identified past due accounts and contacted account holders to arrange payment.
- Reviewed account information to identify discrepancies and issues.
- Managed customer accounts and maintained updated payment records.
- Collaborated with team members to enhance collection strategies and streamline processes.
- Adhered to company policies and applicable laws while collecting debts from customers.
Trainer I
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
10.2025 - 12.2025
- Designed and delivered training programs for diverse employee groups.
- Facilitated workshops to enhance team collaboration and communication skills.
- Developed training materials utilizing company-specific tools and resources.
- Assessed trainee performance through evaluations and feedback sessions.
- Coordinated onboarding processes for new hires, ensuring smooth transitions.
- Implemented best practices to improve training effectiveness and engagement.
- Trained newly hired top talent to fill key positions and maximize productivity.
Sr. Customer service representative
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
03.2023 - 10.2025
- Trained new team members on customer service protocols and systems.
- Collaborated with cross-functional teams to enhance service delivery processes.
- Resolved complex customer issues by analyzing root causes and recommending solutions.
- Developed training materials to improve team performance on service standards.
- Handled difficult situations with tact, diplomacy, and professionalism.
- Responded promptly to inquiries from customers about products or services.
- Identified trends in customer issues and provided recommendations for resolution.
- Met and exceeded performance goals to support long-term company growth and market dominance.
Private Home Tutor
Home Tutor
Mumbai
06.2022 - 02.2023
- Identifying and working on fraudulent documents
- Teaching students the State Board Curriculum
- Organizing extracurricular activities
- Managing accounts related works
- Motivated students to set educational goals while providing guidance throughout their academic journey.
- Communicated with parents regarding student progress and provided them with updates on their child's performance.
- Collaborated with other teachers to develop curriculum goals and objectives that meet current standards of education.
Sr. Customer service representative
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
02.2021 - 05.2022
- Responsible to facilitate new joinees
- Responsible for creating new content related to process and new updates to current process
- Responsible for developing, implementing, and delivering programs to teach new skills and improve performance
- Responsible for assessing training needs
- Responsible for creating instructional materials, facilitating training sessions, evaluating program effectiveness, and providing one-on-one coaching
- Attending Client calls to discuss process-related updates and ID creation for new batches
- Responsible for raising disputes regarding consumers' credit report
- Responsible for closing complaints related to fraudulent activities submitted by the consumers through the online portal
- Ensuring assigned requests are completed within the given turn around time
- Validating required data
- Maintaining volume tracker for the team members
- KYC documents verification for customers around the globe
- Responsible for differentiating between genuine and fraud documents
- Delivering service with accuracy
- Nil Defects (100% adherence to process)
- Ensuring Nil Client complaints
Assistant Teacher
Queenie Captain Community Centre of Society
06.2012 - 05.2019
- Assisted lead teacher with lesson planning and classroom activities.
- Supported students' individual learning needs through personalized instruction.
- Collaborated with staff to create a positive learning environment.
- Communicated regularly with parents, teachers, and administrators regarding student progress and needs.
- Created calm and disciplined classroom environment to improve student focus.
- Provided individualized instruction to students who needed additional assistance.
- Observed student performance and analyzed individual records to assess progress.
Education
Master of Arts (M.A.) - Economics
SNDT Women's University
Bachelor of Arts - Economics
Mumbai University
Higher Secondary School Certificate -
St. Andrew's College
Secondary School Certificate -
St. Aloysius High School
Skills
- Customer engagement
- Customer support training
- Product knowledge
- Service strategy
- Planning and coordination
- Deadline management
- New hire training
- Problem solving
- Effective communication
- Interpersonal communication
Languages
- English
- Hindi
- Marathi
Personal Information
- English
- Hindi
- Marathi
Timeline
Sr. Customer service representative
Firstsource Solutions Limited
03.2026 - Current
Trainer I
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
10.2025 - 12.2025
Sr. Customer service representative
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
03.2023 - 10.2025
Private Home Tutor
Home Tutor
06.2022 - 02.2023
Sr. Customer service representative
TELEPERFORMANCE GLOBAL SERVICES PVT LTD
02.2021 - 05.2022
Assistant Teacher
Queenie Captain Community Centre of Society
06.2012 - 05.2019
Master of Arts (M.A.) - Economics
SNDT Women's University
Bachelor of Arts - Economics
Mumbai University
Higher Secondary School Certificate -
St. Andrew's College
Secondary School Certificate -
St. Aloysius High School