ANKUR KHATRI

• I manage a team that handles disputes and chargeback-related tickets for Klarna, a leading financial technology company based in Sweden. Klarna operates in more than 25 countries worldwide. I also managed two other queues, including fraud investigations (unauthorized purchases), and the right to be forgotten (RTBF).
• Managed daily operations, ensuring smooth workflow and timely completion of tasks.
• Attending regular client calibrations to make this new account more streamlined, and to improve overall efficiency.
• Identifying improvement areas and implementing measures to maximize client satisfaction levels. Handling client escalations or coaching opportunities.
• 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.
• 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 them with the reports provided by WFM.
• Providing updates to the 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 such as CAP or PIP after a discussion with higher management.
• 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.
• Manage and control shrinkage by helping the team understand the company's overall business strategy and how they contribute to achieving key business objectives.
• Manage and control attrition by motivating agents toward work, creating a competitive environment for the effective engagement of all the agents, and establishing a glidepath for their careers, etc.

Joined Concentrix as an Assistant. Manager Operations (Social Profile) and handled a chat support for Ashley Furniture which is world's largest home furnishing company.

• Joined VVDN as a senior executive in program management for the email function for Yepzon (a GPS tracker), designed and innovated in Finland.
• I got an opportunity to spend some time in a giant manufacturing unit and gained experience about how different departments, from product design to the finished product, work together under one roof.
• I got promoted to Assistant Manager in program management (PM), and I received the relieving letter with the same designation.

• Joined FIS Global Business Solutions as a customer service associate for O2 in January 2012.
• Promoted to senior executive in 2014, enhancing operational efficiency.
• Advanced to Team coach operations in 2015, managing teams across email, chat, and back office segments.