Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Ankur Jaiswal

Noida

Summary

Accomplished management professional with 17+ years of experience in operations and performance management. Led complex projects and cross-functional resources to optimize business processes. Strong focus on quality and service excellence drives commitment to supporting business operations, including client and vendor relationships, policies and procedures, business processes, and SLAs. Effective analytical and interpersonal communication skills, combined with team leadership abilities, consistently deliver exceptional results.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Manager

Gartner
03.2023 - 12.2024
  • Boosted client engagement by 5% by provide leadership and strategic direction to the service advisors team, handling the GTS NA and GTP teams through client scheduling and optimized outreach sequencing
  • Increased Client scheduling activities by 6% through various change management projects set to reinforce goals which helps is driving effective client engagement and retention
  • Collaborating with the service delivery for different business units globally to drive the change effectively in their respective units leading to improving adoption by 3%
  • Developing Use Cases in AI for improved outreach sequencing
  • Key focus areas are client segmentation, process automation, tech & digital innovation, content strategy and deploying lean project management to drive effective client engagement
  • Fostered a +10% augmentation in employee engagement by collaborating with L&D team to craft and launch competency and skill development programs for career growth opportunities and better people experience
  • Partnered with HR to develop communication frameworks for better associate onboarding
  • Lison with the LT's to set the operational objective and drive then through daily operations

Manager

Amazon
02.2018 - 03.2023
  • Led the Noida site to outperform the network annotation accuracy by 600 bps as a site POC for all annotations queues
  • Provide leadership, strategic direction and day to day management to team leaders to deliver on organizational goals on NPT and AHT with the delivery span of 70+ FTEs
  • Worked with seller account services and ensured to have highest level of seller satisfaction by driving NPS improvement projects which led to an improvement of 400 bps and closed at 98% NPS scores in Q3 2018
  • Successfully transition the Brand Registry Support Skill with 30 FTEs for seller support function which were responsible to assist all brand registered sellers for NA region
  • Handled a blended team of phone and email associates that supported the brand support program for US bases seller
  • Improved CSAT scores by 400 BPS in Q3 2018 for phone services
  • Was an operation POC for Seller Claim Kaizen in partner with the CS teams and helps Amazon save $27million of seller claims
  • Launched the Brand Registry Skill for seller support team in HYD and was responsible for end to end process transition of 30 HCs in 2018
  • Achieved an NPS score of 98% through the various process improvement initiatives
  • Led the AHT reduction program for and was to improve the efficiency by 300bps and reduce the AHT from 9 min to 6 min for Alexa one projects

Team Leader

Agilent Technologies
07.2016 - 02.2018
  • Served as customer service team lead, enforcing company policies, answering co-workers' questions and training new staff
  • Actively participate in lead generation process for the marketing teams through seminar and webinar data
  • Handled a team a 22 voice associates for handling customer queries from US bases clients
  • Improved TAT from 72 hrs
  • To an average of 32 hrs
  • And improve SLAs as well for manage services through implementing Geo Coding of field engineers in SAP ERP systems

Lead Business Analyst

American Express
08.2008 - 07.2016
  • Handled multi geographic team of remediation assurance and worked as a front line of defense for American Express
  • Evaluated project teams' activities to verify conformance to set targets and deadlines, implementing corrective actions to keep on schedule
  • Improved TAT for validation jobs by implementing various automation in QC and main frames, improving data validation and customer remediation time
  • Worked for voice Telephone Service Center for 4 years and handled multiple metrics improvement projects i.e (AHT improvement, NPS improvement)

Senior Associate

Accenture
05.2008 - 08.2008
  • Collaborated with team members to achieve target results
  • Process invoices for UMG and Eros picture for payments
  • Coordinate with the payments team for invoice related escalations

Senior Associate

Wipro
12.2006 - 05.2008
  • Analyzed tools, processes and network of America Online, Inc
  • One of the largest Internet services and media company
  • Assisted in managing a team of 14 associates
  • Involved in conceptualizing, planning, implementing and monitoring of training strategies to drive performance metrics
  • Successfully trained and mentored fresh joiners on AOL processes

Education

Master of Business Administration - Operation Management

Institute of Management Technology
Ghaziabad, UP
01.2012

Bachelor of Commerce -

Kanpur University
01.2007

Skills

  • Contract development and management
  • Business strategy
  • Team leadership
  • Staff mentoring
  • Project management
  • Issue resolution
  • Target implementation
  • Operations oversight
  • Outstanding customer service
  • Decision-making

Accomplishments

  • Led the Quality Improvement for data annotations and helped the site to improve the accuracy by 600 bps.
  • Launched EWS program for the site focusing the various factors affecting the associate life cycle in the organization. In Q1 2022 we were able to reduce the attrition by ~16%.
  • Was an operation POC for Seller Claim Kaizen in partner with the CS teams and helps Amazon save $27million of seller claims.
  • Achieved an NPS score of 98% through the various process improvement initiatives.

Certification

  • Leaders' choice award for the contribution in Accuracy and AHT in Q4 2021 and Q1 2022 (Amazon)
  • ACES Supervisor award Q4 2018, H1 2019 (Amazon)
  • Recognition from the Site head for successfully launching the Brand Registry (Amazon)
  • Certificate of appreciation from the Business leader for contribution on Claim Kaizen. (Amazon)
  • Improved TAT form 72 hrs to 48Hrs for servicing staff by GEO coding process (Agilent)
  • TAT improvement by 2 days for RBA teams for process validation sign off process through automation. (American Express). Received leaders award for the same.

Timeline

Manager

Gartner
03.2023 - 12.2024

Manager

Amazon
02.2018 - 03.2023

Team Leader

Agilent Technologies
07.2016 - 02.2018

Lead Business Analyst

American Express
08.2008 - 07.2016

Senior Associate

Accenture
05.2008 - 08.2008

Senior Associate

Wipro
12.2006 - 05.2008

Bachelor of Commerce -

Kanpur University

Master of Business Administration - Operation Management

Institute of Management Technology

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Ankur Jaiswal