Ankit Dhir
NCR
Summary
Seasoned Operations Manager and talented leader with 15 years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Operations Manager
Concentrix
11.2019 - Current
- Created audit process resulting in reduction in AHT by 20% and increased profit.
- Developed systems and procedures to improve operational quality and team efficiency.
- Analyzed and reported on key performance metrics to senior management.
- Developed and implemented strategies to maximize customer satisfaction.
- Increased profit by streamlining operations.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Operations Manager
Amazon
11.2016 - 07.2018
- Successfully executed pilot process in advanced verification resulting in enhanced security and 23% enhancement in revenue.
- Mitigated business risks by working closely with staff members and assessing performance.
- Assisted in recruiting, hiring and training of team members.
- Devised processes to boost long-term business success and increase profit levels.
Assistant Manager
Genpact
07.2014 - 11.2016
- Managed voice customer support for an Australian credit card.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Made hiring recommendations to increase company's productivity and profitability with quality workers.
- Successfully delivered project increasing NPS by 17%
- Executed LEAN idea resulting in 23% reduction in transport leakage.
Team Leader
FIS
09.2006 - 07.2014
- Established pilot chat process resulting in increased headcount from 15 to 200 FTEs
- Established Sales, upgrades and retentions processes.
- Helped meet changing demands by recommending improvements to business systems or procedures.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Built strong relationships with customers through positive attitude and attentive response.
Education
B. Tech - Electronics And Communications Engineering
IETE
New Delhi12.2010
Skills
- Content Moderation
- Risk Management (TRMS)
- Project Management
- Leadership
- Customer Relationship Management
- Stakeholder Relations
- Re-engineering
- Process Improvement Strategies
- Staff Management
Certification
- Prince2 Practitioner
- Six Sigma trained
- Pursuing PMP
Timeline
Operations Manager
Concentrix
11.2019 - Current
Operations Manager
Amazon
11.2016 - 07.2018
Assistant Manager
Genpact
07.2014 - 11.2016
Team Leader
FIS
09.2006 - 07.2014
B. Tech - Electronics And Communications Engineering
IETE
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