ANKUR SARKER

Work History

NEC Corporation India Private Limited

Greater Noida, Uttar Pradesh

03.2018 - Current

Applied excellent problem-solving, process development and strategic implementation skills to lead and support all areas of operations.
Strategically coordinated operations according to objectives and capabilities, effectively allocating resources to meet demands
Established clear management goals and devised systems to track results for effective decision making.
Collected, arranged and input information into database system.
Designed plans to improve operations and suggested changes to systems for overall organization.
Teamed with MR Team to launch customized client support campaigns.
Generated reports of findings to help management with making key decisions.
Investigated and resolved alerts, conducted queries and culled records to assist with maintenance and problem resolution.
Prepared maintenance and compliance reports for executive summaries and presentations.
Generated CRM reports to maintain client records, including customer activity and personal data.
Worked with engineers and technical staff to recommend hardware and software adjustments and resolve design flaws.
Met SLAs and internal and external regulatory standards by conducting scheduled procedural and tool audits.

Accuster Technology Pvt Ltd

New Delhi, New Delhi

07.2016 - 02.2018

Conducted performance reviews each quarter, offering praise and recommendations for improvement.
Developed and submitted strategy and initiative reports to highlight current actions and proposed changes to corporate committee.
Devised and published metrics to measure organization's success in delivering world class customer service.
Implemented policies and standard operating procedures for continuous improvement.
Reviewed repeated issues within operations and business management to solve problems and improve company outcomes.
Decreased downtime by training employees on company products and sales strategy.
Developed and implemented daily operations plans such as delivery routes, employee assignments and promotional strategies.
Built relationships with customers and managed accounts to drive revenue and profit.
Led warehouse improvement initiatives to advance operational efficiencies and increase revenue.
Implemented ticket tracking system and worked with in team to create customized system for improved tracking and logging of work issues.
Implemented incident management responses, including troubleshooting, root cause analysis and issue resolution.
Provided excellent customer care to maintain and improve customer relations, strengthen loyalty and increase product and service sales.

Tapzo

New Delhi, New Delhi

08.2015 - 05.2016

Handling Chats and suggesting customer on various channels.
Developed team communications and information for meetings.
Resolved problems, improved operations and provided exceptional service.
Eliminated downtime and maximized revenue by providing top project quality control.
Used coordination and planning skills to achieve results according to schedule.
Worked with different customers to understand needs and provide excellent service.
Offered friendly and efficient service to all customers, handled challenging situations with ease.
Prepared a variety of different written communications, reports and documents to ensure smooth operations.
Demonstrated respect, friendliness and willingness to help wherever needed.

Hyper Quality

Gurgaon, Haryana

09.2014 - 03.2015

Developed and maintained quality assurance procedure documentation.
Monitored inbound and outbound calls made by employees to provide constructive feedback.
Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
Crafted training materials and ran on-boarding sessions to train incoming team members.
Provided regular updates to team leadership on quality metrics, communicating consistency problems or production deficiencies with quality and production leadership.
Developed monthly, end-of-quarter and other statistical reports, including analysis for leadership team and for quality improvement program outcomes studies.

Convergys (Orange UK based process)

Gurgaon, Haryana

07.2012 - 02.2013

Conferred with customers about concerns with products or services to resolve problems and drive sales.
Coordinated timely responses to online customer communication and researched complex issues.
Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service.
Defused customer concerns with exceptional conflict and problem resolution skills.
Provided excellent customer service by efficiently resolving issues and responding to inquiries.
Monitored phone, fax and electronic database systems for incoming customer inquiries.
Evaluated interactions between associates and customers to assess personnel performance and customer satisfaction.
Listened to customers' questions and concerns to provide answers or responses.