Profficency in using calling software as Cisco, Altitude, Exotel, Ameyo, CTI & Gensis
Ankush Chaudhary
Senior Manager (Operations)
Indirapuram
Summary
Dynamic operations manager with a track record of driving team performance and exceeding KPIs.
Seeking opportunities to leverage strong leadership and process improvement skills to enhance operational efficiency and deliver exceptional results.
A results-driven operations manager with a proven ability to lead and motivate teams to achieve targets and improve processes. Successfully implemented strategies resulting in a 20% increase in productivity and a 15% reduction in customer complaints. Successful in resolving critical problem areas and delivering client commitments on a timely basis.
Effective communicator and problem-solver, adept at fostering positive relationships with clients and team members.
Proficiency at grasping new concepts quickly and utilizing it in a productive manner.
Actively involved in organizing various events at work, school, and college level.
Customer-focused professional with successful 10+ year career in Telecom, Healthcare, Ecommerce, Travel sector.
Dynamic successful applying leadership & analytical skill and experiences in various industries in busy business environment.
Overview
14
14
years of professional experience
Work History
Sr. Manager (Operations)
Vistara Airlines
01.2023 - Current
- Conducted performance evaluations, compensations and hiring to maintain appropriate staffing requirements
- Improved team performance by providing comprehensive training and fostering a collaborative work environment
- Reviewed and analyzed reports, records and directives to obtain data required for planning department activities
- Provided strong leadership to enhance team productivity and morale
- Increased customer satisfaction with timely project deliveries and seamless communication
- Enhanced company reputation by driving successful initiatives that addressed client pain points effectively
- Recommended and implemented successful strategies to maximize revenue
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty
- Utilized data-driven insights to make informed decisions that resulted in higher returns on investments
- Identified cost improvement changes and cost savings plans to increase company savings
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit
- Established performance goals for employees and provided feedback on methods for reaching those milestones
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement
Senior Manager
Apollo 24|7
09.2021 - 12.2022
- Successfully led transition of Apollo 24|7 project, initially comprising 5 chat agents, into fully operational team of 220 resources encompassing chat, email, and inbound sales processes.
- Strategized and executed expansion of team, ensuring seamless integration of new processes and technologies.
- Oversaw recruitment, training, and onboarding of personnel, fostering culture of excellence and high performance.
- Developed comprehensive training programs to equip agents with necessary skills to handle various communication channels effectively.
- Implemented efficient workflow systems and quality control measures to maintain consistency and exceed service level agreements.
- Collaborated closely with stakeholders to identify opportunities for process optimization and drive continuous improvement initiatives.
- Achieved rapid ramp-up of operations while maintaining quality standards, resulting in timely achievement of project milestones and objectives.
- Executed appropriate staffing and budgetary plans to align with business forecasts
Manager
Dineout & Torqus
10.2021 - 07.2022
- Maximized performance by monitoring daily activities and mentoring team members.
- By working on feedback shared by customers, successfully increased customer experience by 25%
- Maintained attrition within 5% by building strong relation among teammates and leadership.
- Led change management initiatives to drive organizational transformation without compromising employee morale or productivity levels.
- Established team priorities, maintained schedules and monitored performance.
- Set achievable targets for employees to drive company success and strengthen motivation.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Introduced new reports to provide better understanding of complaints and emails
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Assistant Manager
Dishtv (Premium Helpdesk)
03.2018 - 10.2018
- Handled the premium process of Dishtv inbound with the team of 200+ employees
- Developed strong working relationships with staff, fostering a positive work environment.
- Increased employee performance and job satisfaction to strengthen retention and engagement.
- Established performance goals for employees and provided feedback on methods for reaching those milestones.
- Leveraged data and analytics to make informed decisions and drive business improvements.
- Mentored junior staff members in their professional development by offering guidance/support in their assigned roles.
Assistant Manager
Tata Telecom
03.2018 - 10.2018
- Started the new project of platinum service desk of TATA telecom handling the premium customer of the process
- Developed strong working relationships with staff, fostering a positive work environment.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
- Created employee schedules to align coverage with forecasted demands.
- Coordinated with I.T and software development team to ensure timely delivery of products and resolve any supply chain issues.
Team Leader
Home shop 18
08.2014 - 12.2015
- Ensures Complete Login Hours, Break Timings and Targets
- Handling the escalations and guiding the CSE in increasing conversion and sale
- Taking a hold on AHT (Average Handling Time)
- Meeting the Lacking area & hindrance in the way of performance.
Team Leader
Vertex Solution Pvt. Ltd.
03.2014 - 08.2014
- Creating MIS for the process
- Preparing the Outbound data to be called by the callers
- Preparing and sending the reports of the out called and received calls data
- Handling Client via mails and calls
- Ensures Complete Login Hours, Break Timings and Targets
- Handling the escalations and guiding the CSE in delivering best customer service
- Taking a hold on AHT (Average Handling Time)
- Meeting the Lacking area & hindrance in the way of performance.
Team Leader
Bird Information System
10.2012 - 03.2014
- Creating and maintaining Table F for COPC certification
- Creating MIS for the process
- Preparing the Outbound data to be called by the callers
- Preparing and sending the reports of the out called and received calls data
- Handling Client via mails and calls
- Ensures Complete Login Hours, Break Timings and Targets
- Handling the escalations and guiding the CSE in handling irate customers
- Taking a hold on AHT (Average Handling Time)
- Meeting the Lacking area & hindrance in the way of performance
- Daily audits to track the performance of CSE.
Assistant Team Leader
Trinet Solution Pvt. Ltd.
03.2010 - 09.2012
- Preparing the rosters & break schedules
- Creating MIS for the Out called Data
- Preparing the Calling Data
- Ensures Complete Login Hours, Break Timings and Targets
- Fetching the Out called data from server
- Responsible for the Hourly report
- Handling the basic queries of agents
- Daily briefing on the performance of process.
Education
Bachelor of Arts - Political Science
Chaudhary Charan Singh University
Meerut, India 04.2001 -
XII - undefined
Krishna Public School
X -
Darshan Academy
MeerutSkills
Remarkable Operational knowledge of MS office
undefinedActivities
- Held responsibility of House Captain at school level
- Have won awards in technical competitions.
- Held responsibility of Class Coordinator in standard 11th and 12th
- Participated in various club and house activities
- Participated in Volley Ball Championship at School Level
- Participated in Inter Schools Competition of Volley Ball every year
Mothers Name
Mrs. Aruna Chaudhary
Personal Information
- Father's Name: Mr. Ram Kumar Chaudhary
- Date of Birth: 12/07/90
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Software
Skilled in Software such as Fresh chat, Fresh desk, Zoho, Oracle & Salesforce
Interests
New skills
New tools to enhance customer and employee experience
Timeline
Sr. Manager (Operations)
Vistara Airlines
01.2023 - Current
Manager
Dineout & Torqus
10.2021 - 07.2022
Senior Manager
Apollo 24|7
09.2021 - 12.2022
Assistant Manager
Dishtv (Premium Helpdesk)
03.2018 - 10.2018
Assistant Manager
Tata Telecom
03.2018 - 10.2018
Team Leader
Home shop 18
08.2014 - 12.2015
Team Leader
Vertex Solution Pvt. Ltd.
03.2014 - 08.2014
Team Leader
Bird Information System
10.2012 - 03.2014
Assistant Team Leader
Trinet Solution Pvt. Ltd.
03.2010 - 09.2012
Bachelor of Arts - Political Science
Chaudhary Charan Singh University
04.2001 -
XII - undefined
Krishna Public School
X -
Darshan Academy
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