Ankush Anand

  • Chennai Area, India, IN 600025
Ankush Anand

IT Enabled Ops Supervisor

Summary

9+ years of professional experience in Technical Support (Voice & Chat), Content Management, Site Audit, SEO, Analytics & Reporting, Video Operations, Audits and Compliance
11+ years’ experience in IT/ITES Operations, Outbound Sales, Quality, Training & Development, Project Management, Process Set up and enhancement, Team Management.
Core Skills: Team management, Training & Development, Data Analysis & Reporting, Managing Inbound Operations,Problem Identification and Resolution, Process Improvement

Areas of Expertise 


Driving customer handling skills                                                 Team management
Process Improvement                                                                     Build effective teams
Process adherence                                                                           Quality Assurance and Performance             Customer Management & Delivery                                             Improvement
Maintaining team Compliance                                                    Strategic Planning
Strategic Planning                                                                            Business Development
Project Management                                                                                                                                                                                                   

Organizational Experience

Work History
Feb 2013 - Jan 2015

Team Manager

Dell Business Process Solutions
  • Leading a work force of 70 Associates with 6 Shift Leads and 4 Team Leaders
  • Handling multiple processes with End to End Delivery :

               Web Content Management Team
               Analytics Team
               Call Compliance Audit
               Video operations Team

  • Designed and Implement Standard Reporting Structure across all the teams
  • Redefine and restructure Management Information System as per business needs
  • Monitor and forecast SLA performance
  • Volume Forecasting and Capacity planning
  • Track performance against forecast and report periodic variances.
  • Provide cost effective Business solutions
  • On-boarded projects in Web Content Creation/Management, Call Compliance Audit
  • Implemented several tools and automations which in turn helped the business to improve Productivity and Utilization with over 30%
  • Lead Monthly Business Review sessions to highlight successes and areas for improvement with causes / measures to the Leadership Team
  • Responsible for the process KPI's as per the contractual agreement with the Service Partners
  • In order to track & control KPIs, conducted daily, weekly and monthly internal KPI reviews with Vertical Head and TLs alongside with the Operations support team of Quality, Training and WFM
  • Presenting the daily, weekly, fortnightly, monthly and quarterly business reviews with both Client as well as internal senior management teams
  • Involved in various aspects of Business Transition & transformation right from identifying and hiring skilled man power for the project, setting-up the required infrastructure for the smooth operations and helping the team in successfully completing the knowledge transfer to deliver as per client expectations
  • Driven cost effective measures to enhance profitability for all processes
  • SME for new projects with respect to Delivery & Project Management
  • Proficient at managing & leading teams for running successful process operations & experience in developing procedures, service standards for business excellence
  • Managing the overall operations with key focus on streamlining the working SLA’s & SOP’s for enhanced operational effectiveness. 
  • Hands-on experience in Mentoring, coaching, talent management.
  • Creation of transition plans of team members both within and outside processes
  • Attrition Management
  • Performance Improvement Plan implementation
  • Motivates others and promote collaboration
Jan 2010 - Feb 2013

As Technical Support Coach

Dell International Services
  • Handled US EPP Chat Team, US APOS Sales Team, US Core Technical Support Team
  • Handled NEQ (Non entitled Queue), APOS (At point of sale) Core Technical Support team in ITS (India Tech Support) 

Responsibilities: 

  • Handled  PPS team and DRT ( Dispatch review team )
  • Maintaining dispatch accuracy and Service levels.
  • Working closely with Onsite technician and Ops team for timely service.
  • Provide front-line supervision to an operational, sales, service or administrative team.
  • Primary focus of job is feedback, coaching, career development and integrity.
  • Build trust; explains the rationale behind processes, approaches and decisions.
  • Delegates assignments; plans and allocates work of the team.
  • Responsible for meeting their daily/weekly targets to ensure compliance and positive customer experience.
  • Develops individual goals and objectives for direct reports.
  • Monitors daily progress/status and makes adjustments/corrections to ensure Optimal performance and service.
  • Work is guided by short-term objectives.
  • Assign tasks and verify accuracy of work.
  • Motivates others and promotes collaboration.
  • Resolve escalated customer issues to maintain timely and accurate support for           complete customer satisfaction.
  • Conducting training sessions for new team members, providing them with technical details of the process and update them with the functional aspects of the job to ensure   smooth functioning of the process.
  • Ensuring complete and correct resolution for the customer queries.
  • Scrub/Analyze data to improve team performance.
  • Resolves and directs technical and customer satisfaction issues to ensure a quality     support environment and to obtain maximum customer based satisfaction.
  • Responsible for achieving target of customer satisfaction levels within the technical   support organization.
  • Develops plans and objectives and participates in cross-functional projects to improve   operational performance for the organization.
  • Works with management to develop and implement strategic plans, initiatives, and   direction.
  • Involved in preparing the Weekly, fortnightly review decks for the business.
  • Work with customers and internal teams to resolve issues.
  • Handle escalated calls as required by the complexity of the issue and by departmental policy.
  • Monitor and evaluate customer experience metrics in teams and identify areas of       improvement.
  • Participate in calibrations to ensure consistent scoring & feedback delivery                     approach.
  • Audits calls for the techs and provide them feedback to improve customer experience on each call.
Jan 2009 - Jan 2010

Sr. Technical Support Associate ( Centralized OB Team )

Dell International Services

  • Resolve escalated customer issues to maintain timely and accurate support for complete customer satisfaction.
  • Conducting training sessions for new team members, providing them with technical details of the process and update them with the functional aspects of the job to ensure smooth functioning of the process.
  • Ensuring complete and correct resolution for the customer queries.
  • Scrub/Analyze data to improve team performance.
Sep 2007 - Jan 2009

Rex – US: Technical Support Operations Chat 

Dell International Services

  • Handled Chat CEFT Team of 25 members to help and improve the performance of BQ’s.
  • Ensuring complete and correct resolution/ownership for the customer queries.
  • Scrub/Analyze data to improve team performance.
  • Mentoring the new hires during their transition phase, conduct technical training for the team.
Feb 2006 - Sep 2007

Sr. Technical Support Associate 

Dell International Services

  • Help resolve technical issue for customers contacting Dell technical support via Chat.
Aug 2005 - Jan 2006

Bikham Informational Technology, Chandigarh

Bikham Informational Technology, Chandigarh
  • Key Responsibilities Tele Sales Representative Worked in the outbound sales process for U.S and U.K, dealing in Credit Cards, Government, Sprint PCS, T-Mobile and Orange phone services.
Jul 2003 - Jul 2005

Tele Sales Repesentative

Lambhodra InfoTech
  • Worked as a telesales representative in international outbound call center.
Mar 2002 - Nov 2002

Tele SalesRepresentative

Excel Call net
  • Worked as a telesales representative in international outbound call center.

Recognitions 

  • Bronze Award for overall performance for Q1 Fy’14
  • Bronze Award for overall performance for Q3 Fy’13
  • Bronze Award for overall performance for Q2 Fy'12
  • Got Vice President’s Award for Exceptional CE for Q1 FY’10.
  • Member of the Dell Tech Support Platinum Club.
  • Dell Certified Advance resolution expert (ARE)

Education

Education
Apr 2003 - May 2006

B.Com

Punjab University

Commerce Graduate

Certifications

Certifications
Mar 2015 - Present

ITIL Certified

Jun 2014 - Present

Dell SMAC( Social Media And Community ) Certified

Jul 2014 - Present

Dell BRAND Certified

Refrences

Available on request 

I hereby confirm that all the information given above is true to best of my knowledge.