Ankur Khanna
Ranchi
Summary
Motivational leader and organizational problem-solver with advanced supervisory, team building and customer service skills. Experience stepping into roles and quickly making positive changes to drive company success. Focused on using training, monitoring and morale-building techniques to maximize employee engagement and performance.
Overview
20
20
years of professional experience
Work History
Assistant Manager
Concentrix Daksh Services India Pvt. Ltd
RANCHI
12.2020 - Current
- Maintained up-to-date knowledge of company products and services.
- Resolved conflicts between team members in an effective manner.
- Provided guidance and support to junior staff members on daily tasks, projects, and objectives.
- Reviewed employee performance and provided ongoing feedback and coaching to drive performance improvement.
- Conducted regular performance reviews for employees to identify areas of improvement.
- Delegated work to staff, setting priorities and goals.
- Mentored staff to enhance skills and achieve daily targets, using hands-on and motivational leadership.
- Coordinated with other departments to ensure smooth flow of operations.
- Recruited and trained new employees to meet job requirements.
- Organized schedules, workflows and shift coverage to meet expected business demands.
- Monitored employee attendance records, timekeeping, and payroll information.
- Remained calm and professional in stressful circumstances and effectively diffused tense situations.
- Coached team members and delivered constructive feedback to promote better productivity and build confidence.
- Delegated tasks to team members based upon skill level and to achieve organizational goals.
- Provided leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Evaluated individual and team business performance and identified opportunities for improvement.
- Completed thorough opening, closing and shift change functions to maintain operational standards each day.
- Mediated conflicts between employees and facilitated effective resolutions to disputes.
- Implemented training processes for newly hired employees and supervised department managers, shift leads and production personnel.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
- Produced thorough, accurate and timely reports of project activities.
- Organized training sessions for new hires to familiarize them with the workplace environment.
- Supervised daily operations including scheduling shifts, assigning duties.
Sr. Quality Analyst
Concentrix Daksh Services India Pvt. Ltd
RANCHI
09.2017 - 12.2020
- To perform the FMEA audits, To share the process insights, To coach the advisors, To scrub the D-Sat, To send various reports, To attend call calibration with clients, To Share feedbacks with the advisors
- Participated in calibration sessions with stakeholders to promote consistent alignment on policies and processes.
Quality Analyst
Astra Global
NEW DELHI
11.2017 - 09.2018
- Participated in calibration sessions with stakeholders to promote consistent alignment on policies and processes.
- Maintained policy, procedures, work instructions, and projects for quality and continuous improvement agendas.
- Collaborated with cross-functional teams to ensure that product specifications are met or exceeded.
- Monitored production processes for accuracy and conformance to established standards.
- Provided thorough documentation on all quality control activities and results.
- Identified quality trends to investigate system flaws, process inefficiencies and training needs.
- Maintained quality assurance procedure documentation.
- Ensured compliance with company standards, regulations and procedures related to quality control.
- Analyzed customer complaints regarding product issues and provided solutions as needed.
- Participated in continuous improvement initiatives by suggesting changes or modifications to existing processes or procedures.
- Identified opportunities for process optimization, cost reduction and improved efficiency.
- Recommended improvements to systems and procedures for increased productivity.
- Implemented corrective actions when necessary to improve overall product quality.
- Conducted root cause analysis to investigate the source of problems in production process.
- Identified training opportunities to drive increased levels of quality through various projects.
- Evaluated performance metrics from existing processes to recommend improvements in product quality.
- Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
- Performed data analysis using statistical methods to assess trends in product defects.
- Monitored completed work and provided feedback to improve team member performance.
- Contributed to business growth by confirming customer satisfaction with service and quality.
- Trained personnel on proper use of tools, equipment, materials, and software used for quality assurance purposes.
- Completed day-to-day duties accurately and efficiently.
- Prioritized and organized tasks to efficiently accomplish service goals.
Team Leader Trainee
Convergys India Pvt. Ltd
12.2015 - 10.2017
- To handle the team of 13 people, To handle supervisor calls & to give the resolution to the customer, To analysis samples & Non FCR calls, To coach the team members to perform better
Sr. CCO
Convergys India Pvt. Ltd
01.2012 - 12.2015
- To handle team in the absence of TL, To handle Queries & Objections of the customer, To help TL in the analysis of samples, To mentor trainees & help them on calls
Contact Associate
Jindal Intellicom Ltd
05.2011 - 12.2011
- To give Knowledge of the Product, To handle Queries & Objections, To Make an Upsell
Relationship Manager
India Infoline Ltd
12.2007 - 05.2008
- To Open Demat Accounts of Customers, To give Knowledge of the Product, To handle Queries & Objections, To Maintain Portfolio
Asst. Sales Manager
ABN AMRO CARDXPERTS DST
06.2007 - 11.2007
- Responsible for selling Credit Cards & AVIVA Life Insurance, To achieve the Target given
Sales Executive
ABN AMRO DST
06.2005 - 03.2007
- Responsible for selling Home Loans, To convince the Customer & to Complete the Documents, To achieve the Target given
Sales Executive
Eastern Shogun (DSA ICICI Mortgages)
05.2004 - 03.2005
- Responsible for selling Home Loans, To conveyance the Customer & to Complete the Documents, To achieve the Target given
Education
Bachelor of Arts - English Literature
Indira Gandhi National Open University
New Delhi, India06-2017
Skills
- Operations Management
- Employee Scheduling
- Recruiting and Interviewing
- Product and Service Knowledge
- Employee Performance Evaluations
- Staff Management
- Orientation and Training
- Staff Development
- Team Motivation
- Customer Relations
- Customer Rapport
Other Activities
Listen to MUSIC, BIKING, COOKING
Qualification
GRADUATE
Personal Information
- Father's Name: MR. ASHOK KHANNA
- Date of Birth: 01/29/83
- Marital Status: MARRIED
Languages
- HINDI
- ENGLISH
- BENGALI
Languages
Hindi
First Language
English
Intermediate (B1)
B1
Bengali
Intermediate (B1)
B1
Timeline
Assistant Manager
Concentrix Daksh Services India Pvt. Ltd
12.2020 - Current
Quality Analyst
Astra Global
11.2017 - 09.2018
Sr. Quality Analyst
Concentrix Daksh Services India Pvt. Ltd
09.2017 - 12.2020
Team Leader Trainee
Convergys India Pvt. Ltd
12.2015 - 10.2017
Sr. CCO
Convergys India Pvt. Ltd
01.2012 - 12.2015
Contact Associate
Jindal Intellicom Ltd
05.2011 - 12.2011
Relationship Manager
India Infoline Ltd
12.2007 - 05.2008
Asst. Sales Manager
ABN AMRO CARDXPERTS DST
06.2007 - 11.2007
Sales Executive
ABN AMRO DST
06.2005 - 03.2007
Sales Executive
Eastern Shogun (DSA ICICI Mortgages)
05.2004 - 03.2005
Bachelor of Arts - English Literature
Indira Gandhi National Open University
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