Ankur Sharma

E-Mail:success.ankurs@gmail.com Mobile: 9250704302

A result oriented professional with over 8 years + of experience in Selling,

Customer Service, coaching/feedback.

Effective multitasking ability with a positive attitude in taking up challenges

and delivering exemplary results under any conditions.

Proven track record of Developing Procedures and Processes.

Excellent written, communication, interpersonal and problem solving skills with

the ability to work in multi-cultural environment.

Operational Activities

Outbound, Inbound, Upselling,

Customer Service, and Back
office (International / Domestic)

Attrition Control,
Retention, client
Coordination & Business
Analysis

Professional Experience

B-Net Services

Manager Operations
Oct 2013 - Till Date
Team Size- 180 Agents, 2 AM & 10 TLs

Accountabilities:

Heading (outbound / inbound) process.

Responsible for target allocation & revenue generation from the team assigned.

Accurately forecasting annual, quarterly and monthly revenue streams.

Managing e-mail escalations process & ensuring effective response to queries/complaints.

Maintaining process quality and compliance guidelines.

Participate in regular call calibration sessions with quality and training teams and ensure
the assigned team delivers the desired quality results & provides excellent customer
experience to the client/customer.

Share regular process updates with the team members and drive the assigned team to
deliver as expected and follow directions.

To handle new and existing clients, database management, lead generation, reporting and
analysis.

Manage the shift/queue as Duty Manager and monitor queue to provide desired
productivity and effective call handling.

Provide direction, support & supervision to the assigned team & ensure resolution to their
daily problems.

Participate in hiring and provide capacity planning/hiring feedback and forecasting.

Accountable for reducing attrition & SLA management

Providing direction, motivation and training to the sales team for ensuring optimum
performance.

Providing quarterly result assessments of sales staffs productivity

Coordinating & liaising with Training Team to conduct training.

Managing Database, MIS generation & all backend related reports.

B-Net Services

Assistant Manager
Team Size- 50

Aug 2012-Oct 2013

Accountabilities:

Revenue Generation & goal setting.

Responsible for reducing attrition, CSAT improvement, SLA management

Creating and implementing effective sales scripts.

Responsible for coordinating with client for various process improvement plans.

Launching Pilot Batches and Process Improvement.

Providing direction, motivation and training to the sales team for ensuring optimum
performance.

Managing team with different schedules and providing them proper assistance during their
interaction with customers.

Administered the routine activities, coordinating with the backend for any issues and
handling customers VAS Complaints

Maintaining Headcount

Database & MIS generation.

Serco BPO

Assistant Manager
Yatra.com Operations

Team size-45

Jan 2012-July 2012

Accountabilities:

Providing assistance to team members

Ensuring that all service levels are met with desired quality scores.

Taking escalation calls.

Serving as the SPOC from Operations Team with client & Training Department.
Hiring for the process.
Responsible for process improvement meeting - looking after end to end logistic and
coordination.

Coach & counseling Sales Communication skills periodically.

Weekly/Monthly process performance review with clients and higher management team..

Monthly performance of team members.

Keeping track of daily productivity.

Identifying TNI for the team.

Incentive and RnR planning.

Team Leader
Team Size-15

Accountabilities:

Ensuring timely login and log out.

Ensuring target achievement from the team allocated.

Call Monitoring.

Coaching and feedback.

Leave planning.

Monthly team performance review.

Dec 2010-Dec 2011

TradeBoeing.com

TEAM LEADER
to Nov 2010

Sept 2008

Team Size-10
Accountabilities:

Managing a team of 10 CCEs & achieving revenue.

Meeting the Client & taking orders for online advertisements.

Expanding and managing the client base.

Organizing direct marketing events of the area.

Cadd Centre

Worked as CCE (Outbound Process)

Oct 2007 to Aug 2008

Stracon Pvt. Ltd

Worked as CCE (Inbound Process)

Feb 2007 to Sep 2007

Personal Dossier

Qualification: BCA-Rajasthan University

Residential Address: 141 C, Pundrik Vihar ,Pitampura,Delhi -110034

Date:
Place:

Ankur Sharma