ANSH KAMAL SAINI
Strategic Business Planning and Customer Operations
Mohali
Summary
Results-oriented professional with an impressive 18-year track record of success, consistently delivering exceptional outcomes. Experienced in steering cross-functional initiatives within a global landscape, showcasing elevated skills in customer support, project management, client engagement, key account management, team leadership, quality analysis, process training, and business analysis. Currently serving as the Associate Director of Business Development at Algomill Technologies, focused on expanding reach in Forex Trading. Expertise lies in growth strategy and partnership building, dedicated to bringing innovative Trading Solutions to a broader audience. Highly organized and self-motivated professional experienced in project management, team development and process improvement. Skilled in developing and implementing strategies to increase efficiency and performance. Passionate about driving business growth and creating positive work environment.
Overview
18
18
years of professional experience
5
5
years of post-secondary education
3
3
Languages
Work History
Associate Director - Operations
Algomill Technologies
Mohali
02.2024 - Current
- Leading business development efforts to expand Forex trading solutions to a broader audience.
- Establishing and nurturing strategic partnerships to enhance market presence.
- Overseeing customer service operations to ensure client satisfaction and retention.
- Driving growth strategy initiatives to scale operations efficiently.
- Collaborating with cross-functional teams to optimize service delivery and customer engagement.
- Implementing innovative solutions to improve customer support efficiency and quality standards.
- Managing key account relationships to sustain long-term business partnerships.
- Established strong relationships with key industry partners, creating mutually beneficial opportunities for growth and collaboration.
- Mentored junior staff members, providing guidance on professional development opportunities and career progression paths within the company.
Sr. Manager - Operations and Customer Service
Priority Technology Holdings
Chandigarh
01.2022 - 02.2024
- Diligently spearheaded and mentored a team of 50+ lead generation executives, ensuring unwavering commitment to quality standards and surpassing client expectations
- Orchestrated the management and guidance of a team of Lead Generation Executives, consistently upholding elevated quality standards and adeptly meeting the diverse requirements of clients
- Forged collaborative alliances with IT clients, thoroughly comprehending intricate campaign requirements and successfully propelling engagements forward
- Scrutinized client engagement and acquisition processes, deftly managing accounts while upholding rigorous quality standards
- Pioneered the implementation of a comprehensive quality assurance program, resulting in a commendable XX% enhancement in customer satisfaction scores.
Delivery Manager - Business & Customer Operations
Beyond Codes Inc.
Chandigarh
10.2013 - 12.2022
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Engaged customers to discuss business needs and explore opportunities to increase sales.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Improved delivery efficiency by optimizing routes and scheduling for the team.
- Implemented risk mitigation strategies to minimize potential disruptions caused by unforeseen events or issues.
- Coordinated efforts across multiple teams during peak periods or special events to optimize staffing levels while meeting customer demand.
- Championed a customer-centric approach, consistently seeking feedback from clients to make improvements and enhance the overall delivery experience.
Team Manager - Customer Support
BayaTree Infocom
Mohali
10.2010 - 09.2013
- Streamlined customer support processes, coordinated projects, and ensured their successful implementation
- Maintained customer support process, project coordination, and effective implementation
- Managed operations, business development, and customer support units
- Led a team of around 35 people, ensuring process standards and obtaining regular feedback from customers
- Reported directly to the Vice President of the company
- Implemented process optimization initiatives, resulting in 30% reduction in average handling time
- Led a team of 35 people, achieving 65% improvement in customer satisfaction scores.
- Enhanced team productivity by implementing efficient task delegation and time management strategies.
- Fostered strong relationships with clients through attentive account management, timely issue resolution, and proactive status updates on project milestones.
- Created knowledge-sharing platform, facilitating easier access to information and best practices among team members.
- Evaluated employee performance and coached and trained team members, increasing quality of work and employee motivation.
- Led employee relations through effective communication, coaching, training, and development.
Resolution Expert
Dell International Services
Mohali
12.2009 - 10.2010
- Proactively addressed customer needs and consistently delivered exceptional customer satisfaction
- Managed customer needs and ensured complete customer satisfaction
- Guided team for achieving sales targets and improving customer experience
- Maintained records of training activities and monitored effectiveness of training programs.
- Utilized analytical skills to identify patterns in customer complaints, recommending targeted improvements to address underlying issues systematically.
- Provided exceptional support during high-pressure situations, diffusing tension and facilitating productive discussions towards resolutions.
Process Trainer/Team Lead
Genpact India, American Insurance Broker AON
Delhi
05.2007 - 11.2009
- Ensured adherence to high-quality standards in banking/insurance processes and conducted comprehensive training sessions for colleagues on process updates and changes
- Led a team for observing customer queries, complaints, and requests over the phone
- Implemented measures to increase the quality of services provided and prioritize workload.
- Enhanced process efficiency by identifying areas of improvement and implementing necessary changes.
- Leveraged industry best practices when developing curriculum content, ensuring that employees remained up-to-date on key trends.
Education
MBA - Banking And Finance
Madurai Kamraj University
Madurai 07.2007 - 05.2009
Bachelor of Arts - Humanities
Panjab University
Chandigarh 07.2004 - 05.2007
Skills
Knowledge Dissemination
Team Building Strategies
Budget Oversight
Return on Investment Oversight
Project Management
Strategic Partnership Development
Growth Strategy Implementation
Risk Assessment & Mitigation
Performance Metric Optimization
Financial Transformation
Workforce Management
Effective Resource Allocation Management
Accomplishments
- Increased CSAT Score by 15% through implementation of Lean concepts.
- Reduced repeat escalations by over 10% through Deep Dive methodology.
- Improved TAT by 25% in a span of 6 months by suggesting ideas, discussing & implementing best practices with management.
- Reduced customer complaints by 10% through implementation of tools such as Quality Management System (QMS), First Time Right (FTR), Value Stream Mapping (VSM), and New Workflow Migration during the last financial year.
- Drove automation efforts that helped in a manual effort reduction of about 15-20% of FTEs.
- Steered transition of 4 different processes, adding additional revenue to the tune of $3M in the span of over 4 months.
Personal Information
- Date of Birth: 12/04/84
- Marital Status: Married
Timeline
Associate Director - Operations
Algomill Technologies
02.2024 - Current
Sr. Manager - Operations and Customer Service
Priority Technology Holdings
01.2022 - 02.2024
Delivery Manager - Business & Customer Operations
Beyond Codes Inc.
10.2013 - 12.2022
Team Manager - Customer Support
BayaTree Infocom
10.2010 - 09.2013
Resolution Expert
Dell International Services
12.2009 - 10.2010
MBA - Banking And Finance
Madurai Kamraj University
07.2007 - 05.2009
Process Trainer/Team Lead
Genpact India, American Insurance Broker AON
05.2007 - 11.2009
Bachelor of Arts - Humanities
Panjab University
07.2004 - 05.2007