Ankur Shaha
Group Team Leader
Pune
Summary
Professional Back Office Operations managment with excellent interpersonal skills and extensive customer service experience. Team-oriented leader proficient in time and team management and improving efficiency.
Overview
12
12
years of professional experience
6
6
years of post-secondary education
2
2
Certifications
3
3
Languages
Work History
Customer Service Executive
Tech Mahindra
Pune
06.2012 - 09.2014
- Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
- Described product and service details to customers to provide information on benefits and advantages.
- Resolved customer billing errors by researching issues in system, asking open-ended questions, and determining root causes of problems.
SME ( Subject Matter Expert )
Tech Mahindra
Pune
09.2014 - 11.2015
- Enhanced operations activity through monitoring.
- Improved agent productivity and efficiency through system training and support.
- Supported teams in continuous delivery of quality and services.
Associate Quality Analyst
Tech Mahindra
Pune
11.2015 - 10.2017
- Provided regular updates to team on quality metrics by communicating consistency problems deficiencies.
- Analyzed quality and performance data to support operational decision-making.
Sr. Quality Analyst
Tech Mahindra
Pune
10.2017 - 04.2019
- Monitored KPIs to proactively address bottlenecks and quality issues.
- Analyzed quality and performance data to support operational decision-making.
- Participated in departmental meetings to establish short- and long-term strategy.
Team Leader
Tech Mahindra
Pune
04.2019 - 03.2022
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Mentored and guided employees to foster proper completion of assigned duties.
- Communicated KPIs outlined in annual plan to inform employees of expectations and deliverables.
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
Group Team Leader/Assistant Manager
Techmahindra
Pune
03.2022 - Current
- Conducted training and mentored team members to promote productivity and commitment to friendly service.
- Built strong relationships with customers through positive attitude and attentive response.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Reviewed daily requirements and forecasts and delegated work for optimal coverage.
- Resolved conflict quickly to limit operational disruption and maintain positive, productive working environments.
- Collaborated with cross-functional teams to maintain project progress.
Education
B.Com - Accounting And Finance
HV Desai
Pune 06.2011 - 04.2017
Skills
Oper
Report generation
Work flow planning
Performance Evaluations
Cross-functional communications
Staff Management
Project Management
Operations management
Customer relations specialist
Certification
Great Engaging Manager Award Winner
Timeline
Kaizen Certificate
08-2023
Group Team Leader/Assistant Manager
Techmahindra
03.2022 - Current
Great Engaging Manager Award Winner
02-2021
Team Leader
Tech Mahindra
04.2019 - 03.2022
Sr. Quality Analyst
Tech Mahindra
10.2017 - 04.2019
Associate Quality Analyst
Tech Mahindra
11.2015 - 10.2017
SME ( Subject Matter Expert )
Tech Mahindra
09.2014 - 11.2015
Customer Service Executive
Tech Mahindra
06.2012 - 09.2014
B.Com - Accounting And Finance
HV Desai
06.2011 - 04.2017