ANKUR KHATRI

I am taking care of a team that handles fraud, disputes, and other customer service-related tickets for one of the leading payments banks, i.e., Klarna, based in Sweden. Klarna operates in more than 25 countries worldwide.

• Managed daily operations, ensuring smooth workflow and timely completion of tasks.
• Regular client calibrations to make this new account more streamlined and to improve overall efficiency.
• Enhanced team productivity through regular performance evaluations and targeted coaching sessions.
• Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.

• Assist Ops Manager in supervising daily operations including monitoring attendance, schedule adherences, managing service levels etc. in accordance with organization policy.
• Monitors each team member’s performance throughout the shift and ensures that KPI’s targets (CSAT, Login hours, Quality) are achieved or overachieved.
• Manage and control shrinkage by making the team understand about the company’s overall business strategy & how they contribute to achieving key business objectives.
• Manage and control attrition by motivating agents towards work, making a competitive environment for an effective engagement of all the agents, making a glidepath for their career etc.
• Ensure effective coaching and assistance provided to every team member along with positive and constructive feedback which helps to attain their daily targets.
• Study the team data to analyze and drawing trends. Ensure improvement in overall productivity.
• Monthly assessments in terms of process knowledge and compliance test to ensure that team is up to date with the process and policies.
• Prepare daily performance reports on overall metrics and cross check with the reports provided by WFM.
• Providing updates to OPS Manager regularly with respect to the performance of the team and any issues faced by them.
• Have a one-on-one meeting with low performers or bottom quartile and prepare an action plan for them. Issue CAP (corrective action plan) if required.
• Identifying improvement areas & implementing measures to maximize client satisfaction levels.
• Assist in interviewing, recruiting, training, promotion, and termination activities.
• Regular meetings with senior management along with client to discuss the challenges and their feasible solutions and then ensure such plans get implemented effectively and efficiently.
• Handling client escalations or coaching opportunities.

• · Joined VVDN as an Assistant Manager operation in program management for chat & email process for Yepzon (A GPS tracker), designed/innovated in Finland.
• Got an opportunity to spend sometime in a giant manufacturing unit and got an experience about how different departments from product design to finished product work together under one roof.

· Joined FIS (FIS global business solutions Pvt. Ltd.) in Jan 2012 as a customer service associate (email and chat) for the UK’s telecom company named O2.

· In 2014, got promoted as a Sr. executive and in 2015 got promoted as Team Coach operations. As a Team coach, handled teams for all the segments. i.e., email, chat, and back office.