Summary
Overview
Work History
Education
Skills
Websites
Certification
Timeline
Generic

ANKUR SARKER

Faridabad

Summary

Highly qualified research and analysis professional adept at being a subject matter expert in business workflow and overall operations. Experienced with service management processes and standard practices. Looking for a challenging new role with a progressive organization.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Senior Operations Analyst

NEC Corporation India Private Limited
Greater Noida
03.2018 - Current
  • Implemented ticket tracking system and worked with in team to create a 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
  • Elevated customer satisfaction ratings by providing speedy resolutions
  • Hired and evaluated associates and management staff to add to the workforce and meet demands.
  • Conducted data-driven analysis to improve operational efficiencies and reduce costs.
  • Identified opportunities for process automation utilizing appropriate technologies.

Operations Manager

Accuster Technology Pvt Ltd
New Delhi
01.2016 - 02.2018
  • Developed team communications and information for meetings
  • Resolved problems, improved operations, and provided exceptional service
  • Eliminated downtime and maximize revenue by providing top-project quality control
  • Used coordination and planning skills to achieve results according to schedule
  • Worked with different customers to understand their needs and provide excellent service
  • Maintained accurate inventory records to track stock levels and minimize costs.
  • Developed excellent working knowledge of industry trends and improvements in processes.
  • Monitored and improved the efficiency of processes, team performance, and customer service.
  • Prepared financial analysis for contract negotiations and product investment decisions.

Brand Expert Manger

Helpchat
New Delhi
08.2015 - 05.2016
  • 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
  • Communicated regularly with operating teams and other stakeholders to review quality of systems and software.

Quality Analyst

Hyper Quality
Gurgaon
09.2014 - 03.2015
  • Evaluated customer information to explore issues, develop potential solutions and maintain high-quality service
  • Reviewed and analyzed customer feedback to identify areas of improvement in product quality.
  • Conducted root cause analysis to investigate the source of problems in production process.
  • Identified opportunities for process optimization, cost reduction and improved efficiency.
  • Performed data analysis using statistical methods to assess trends in product defects.

Customer Care Executive

Convergys
Gurgaon
07.2012 - 02.2013
  • Provided customer service by responding to phone, email, and in-person inquiries in a timely manner.
  • Developed and maintained relationships with customers to ensure their satisfaction.
  • Investigated customer complaints and provided solutions within acceptable time frames.
  • Assisted customers with product selection based on individual needs.
  • Recruited and trained new employees to meet job requirements.

Education

Bachelor of Commerce - Business Administration And Management

Shaheed Bhagat Singh College
New Delhi, India
05-2011

Commerce - Business Management

Homerton Grammar School
Faridabad, India

Skills

  • Reporting Abilities
  • Reporting skills
  • Microsoft Access
  • Root Cause Analysis
  • Team Coaching
  • Data Analysis
  • Lean Six Sigma
  • Report Generation
  • Operations Analysis
  • Tableau proficiency
  • BMC Remedy Tool proficiency
  • PG Admin proficiency

Certification

  • ITIL V4 Practitioner (Training completed)
  • Six Sigma Green Belt Certified
  • Six Sigma Black Belt Certified

Timeline

Senior Operations Analyst

NEC Corporation India Private Limited
03.2018 - Current

Operations Manager

Accuster Technology Pvt Ltd
01.2016 - 02.2018

Brand Expert Manger

Helpchat
08.2015 - 05.2016

Quality Analyst

Hyper Quality
09.2014 - 03.2015

Customer Care Executive

Convergys
07.2012 - 02.2013

Bachelor of Commerce - Business Administration And Management

Shaheed Bhagat Singh College

Commerce - Business Management

Homerton Grammar School

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