Ankur Bansal
Operations And Support Professional
Mumbai,MH
Summary
Experienced Operations and Support and Delivery Manager with over 14 years of experience in Telecom Industry. Excellent reputation for resolving problems and improving customer satisfaction.
Overview
16
16
years of professional experience
6
6
years of post-secondary education
Work History
Sr. Manager Operations and Support
Pelatro Solutions Pvt Ltd
Mumbai, Maharashtra
05.2020 - Current
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
- Exceeded goals through effective task prioritization and great work ethic.
- Carried out day-to-day duties accurately and efficiently.
- Led projects and analyzed data to identify opportunities for improvement.
- Participated in team-building activities to enhance working relationships.
- Used Microsoft Word and other software tools to create documents and other communications.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Resolved problems, improved operations and provided exceptional service.
- Created plans and communicated deadlines to complete projects on time.
- Worked flexible hours across night, weekend and holiday shifts.
- Used coordination and planning skills to achieve results according to schedule.
- Prepared variety of different written communications, reports and documents.
- Administered monthly and annual reviews to direct reports and set clear and measurable goals, action plans and follow-up procedures.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training and development.
Senior Delivery Manager
Flytxt Mobile Solutions
Mumbai, Maharashtra
01.2011 - 05.2020
- Monitored customer quality metrics and took proactive steps to implement resolutions and restore acceptable levels.
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Managed resources effectively to avoid unnecessary delivery delays.
- Supported customers via telephone, email and at sites to handle escalations and product concerns.
- Collaborated closely with customers to share information about available products and services, increasing utilization and delivery effectiveness.
- Created and enforced detailed organization processes to increase quality and service standards.
- Stayed calm, collected and logical during stressful moments to identify and implement optimal solutions.
- Resolved customer service issues by finding immediate solutions, increasing customer confidence and decreasing escalations to executive office.
- Worked flexible hours across night, weekend and holiday shifts.
- Proved successful working within tight deadlines and fast-paced atmosphere.
- Increased customer satisfaction by resolving issues.
- Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork.
Associate Engineer
HCL Infosystems
Chandigarh, Chandigarh
11.2006 - 12.2010
- Designed cross-functional interactions to reduce dependency and redundancy between diverse operational teams.
- Provided input to team lead regarding areas for process and procedural improvement.
- Performed preventative maintenance to keep tools and equipment functional.
- Illustrated potential obstacles when conducting site assessments for planned projects.
- Prepared action plans for problematic processes and assets.
- Wrote, reviewed and edited technical document in accordance with template requirements.
Education
PGDBA - Marketing
Symbiosis Centre For Distance Learning
Online 05.2013 - 05.2016
B. Sc. - Computer Science
Jiwaji University
Gwalior 04.2007 - 03.2010
Skills
Customer service management
Technical Support
Client relationship management
Training and coaching
Change Control Processes
Software Development Lifecycle
Project development and life cycle
Operations management
Timeline
Sr. Manager Operations and Support
Pelatro Solutions Pvt Ltd
05.2020 - Current
PGDBA - Marketing
Symbiosis Centre For Distance Learning
05.2013 - 05.2016
Senior Delivery Manager
Flytxt Mobile Solutions
01.2011 - 05.2020
B. Sc. - Computer Science
Jiwaji University
04.2007 - 03.2010
Associate Engineer
HCL Infosystems
11.2006 - 12.2010