Ankit Kumar Gangele
Customer Service Associate
Brampton,ON
Summary
A versatile, incisive Operations & Quality Executive with more than 6 years of experience in ITES, Customer Experience, Operations, Performance Management, Quality Assurance, Data Analytics, Vendor Management, Merchant Risk Management, Project Management, Root Cause Analysis, Coaching together with a bachelor’s degree in engineering with Electronics & Communication. Ingenuity & Innovation-driven executive with a proven track record of accomplishments in setting up Quality and Operations Functions achieving long-term success.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
Work History
Restaurant Supervisor
Joes Panini
Montreal, QC
10.2021 - 09.2022
- Greeted and served all customers courteously and efficiently
- Working in a fast-paced environment and standing up to customer expectations
- Maintain high standards of cleanliness and hygiene, ensuring customers get high-quality food
- Procuring orders for day-to-day usage and helping new joiners with the induction process and step-by-step process for preparation.
Subject Matter Expert
Accenture Services Pvt Ltd
Gurgaon, Haryana
06.2016 - 01.2019
- Handled a team of 24 L2s & was responsible for improving & sustaining the basic metrics of the team like FCR, RR, AHT, Escalation Percentage, etc
- Developed training course material for the team to upgrade their Technical & Customer Service capabilities as well as assisted the entire floor with OS-related issues
- Using Knowledge Management Tools, conducted monthly tests to up-skill the associated team members & enhance their knowledge of current issues.
Senior Technical Specialist
iYogi Technical Services
Gurgaon, Haryana
06.2011 - 12.2015
- Responsible for assisting the customers with all Software related issues by initiating remote access or performing troubleshooting over the phone
- Initially started as Win XP TSE but was later promoted to the Global queue of all OSs including Win 98, Windows XP, Windows Vista & Windows 7 respectively
- Was promoted to assist commercial customers on EDSL lines & temporarily worked as an SME to assist other TSEs on the floor
Education
Bachelor - Project Management
Conestoga College,
Kitchener, ON 09.2021 - 04.2022
Bachelor of Engineering Technology - Electronics And Computer Engineering Technology
Punjab Technical Univerity
Punjab 05.2007 - 05.2011
Skills
Typing speed 50 wpmundefined
Timeline
Restaurant Supervisor
Joes Panini
10.2021 - 09.2022
Bachelor - Project Management
Conestoga College,
09.2021 - 04.2022
Subject Matter Expert
Accenture Services Pvt Ltd
06.2016 - 01.2019
Senior Technical Specialist
iYogi Technical Services
06.2011 - 12.2015
Bachelor of Engineering Technology - Electronics And Computer Engineering Technology
Punjab Technical Univerity
05.2007 - 05.2011
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