Ankit Mishra

Experience

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  DELHI CALL CENTERS PRIVATE LIMITED

  Apr 2005 - Apr 2006

  Sales Advisor

  • Responsible for achieving assigned targets of 3 Sales per day.• Monitor, co ordinate, facilitate and report all activities required to guarantee high team performance.• Taking supervisory calls from new team members and closing them to a sale.• Client and Management satisfaction in respect to call quality, sales and verifying sales.

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  Vertex India

  May 2006 - Dec 2006

  Business Associate

  • Responsible for all incoming queries from Orange(one of the network providers in the UK) customers.• Trained on Billing, Roaming, Customer Services and handset Faults.

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  Santander Bank, N.A.

  Mar 2007 - Sept 2009

  Senior Customer Service Representative

  • Responsible for identifying, qualifying and selling Insurance services & solutions to target customers in the UK & Ireland Markets.• Facilitate customer feedback to Team Managers. • Analyzing customer/client needs and offering the best product & services available to ensure the concept of Treating Customers Fairly at all times.• Been a part of team whilst changing the scripts and adding new features to the product & services.

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  Centurian Bar

  Oct 2009 - Jan 2012

  Duty Manager

  • Responsible for running the bar effectively which includes event planning, staff management, employee schedules (attendance) and customer satisfaction.• Organizing events and promotions at the bar.• Interviewing and training new members of staff. • Developing business by advertisements through social media websites.ng • Motivating all the members of the team whenever required.

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  Tata Consultancy Services

  Apr 2012 - Sept 2017

  Analyst

  Jan 2013 – September 2017Manual testing using HP-QC - CIBC• Involved in mobile application testing.(Platform: iOS, Android, Blackberry, Windows)• Good understanding of Mobile Native and Web Apps• Experience in Functional(SIT), Regression, Smoke/Sanity and Adhoc testing• Acted as a lead in many Regression cycles.March 2013 -Dec 2013Business Analysis : American Express• Managing merchants on Card not present platforms like Payment Gateway, IVR, ABS/BAS, BTA etc. and ensuring smooth business operations delivered effectively within the specified TAT.• Responsible for Managing American Express Internet Payment Gateway (IPG) product for online B2B and B2C e-merchants, Primary role involves initial engagement with the merchant to understand their requirements, providing in-depth knowledge of the product, exploring solutions to meet their key requirement, assisting them with the entire integration process and providing post-production technical/application level support. Also responsible for setting up IVR merchants for AXP acceptance either through external vendors or with merchants in-house hosting capabilities.• Reduced the CNP Payment Gateway setup TAT from 90+ days to 14 days in 10 months by implementing various new processes like timely follow-ups with the merchants, effective escalations, defining an implementation plan with them and prioritizing the key areas in the integration, etc.• Servicing and enhancing relationship with existing merchants like bookmyshow, flipkart,irctc etc.• Played a key role in implementing American Express ezeClick product from the acquirer/merchant side, successfully implemented the solution at key merchants including IRCTC, Air India, Infibeam.com, MakeMyTrip, SpiceJet, BookMyShow, Indiatimes & 75+ BillDesk merchants/partners.April 2012 – Feb 2013 • Acting as the first point of contact for Citi Mortgage Clients of the US.• Selling Credit cards and other products to the customers. Show less

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  Emeritus

  Jul 2018 - now

  • Team Leader

    Jul 2023 - now

  • Course Coach

    Jul 2018 - Aug 2023