Ankit Trikha

  • Dwarka DL
Ankit Trikha

Text Section

Proficiency Forte (Management)

 

Process Management

  • Mapping business requirements and coordinating in developing and implementing processes in line with pre-set guidelines.
  • Monitoring the overall functioning of processes, identifying improvement areas and implementing adequate measures to maximize customer satisfaction level.
  • Maintaining Call Quality & managing performance according to specified standards.
  • Monitoring calls & providing Effective Feedback to increase customer satisfaction & develop agents.

 

Operations Management

  • Framing work direction and plan for the associates after thorough assessment of their capabilities.
  • Preparing & presenting various weekly/monthly MIS reports pertaining to process/productivity.
  • Implementing systems, to upgraded versions to achieve maximum efficiency.
  • Making the supervisory (TL/PS) roster on weekly basis & working in close coordination with the management to develop a process for Bottom performance Management.

 

Customer Relationship Management

  • Mapping client’s, identifying improvement areas & implementing measures to maximize client satisfaction levels.
  • Ensuring continuous interaction with the customer for improved service levels.
  • Setting out quality standards for various operational areas, ensuring a high-quality customer experience while adhering to the SLA’s.

 

Team Management

  • Managing manpower planning, recruitment, selection, induction, performance appraisal, training & handling supervisory calls to provide apt solutions in the similar capacity.
  • Interacting with onshore Team Leads & issue handling & for the department to ensure that systems are running as per the SLA.
  • Keeping track of the Login time, AHT, Quality, Schedule Adherence, Fatal errors.
  • Leading, mentoring & monitoring the performance of team members to ensure efficiency in process operations and meeting of individual & group targets.

 

Quality Management

  • Working in close coordination in work groups for conducting process audits and detailing on quality requirements and finalizing the quality plan.
  • Maintaining quality standards for incoming/ outgoing materials, ensuring stringent adherence to quality standards, norms & practices at suppliers end identifying gaps & taking corrective action.
  • Preparing periodic MIS/reports including Q.C reports, performance reports, approvals etc.

Work History

Work History

Support Analyst.

PATNI Computer Systems Ltd
Jan 2010 - Present

Sr. Specialist(Global Service Management Center)

Hewitt Associates(India) Private Limited
Jan 2009 - Dec 2009

IT Analyst

IBM Global Process Services Ltd
Apr 2006 - Dec 2008

Lead Analyst

PATNI Computer Systems Ltd

Education

Education

Graduate Diploma

BACHELORS

Certifications

Certifications

Portfolio