Ankit Mehta

Experience

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  Genpact

  May 2006 - May 2011

  Successfully monitoring calls for the purpose of auditing and ensuring minimal errors. My office was also to conduct live barging sessions and to provide need based feedback around the process knowledge, soft skills and call control. Conducted Calibration sessions for interpreting gap to goal bridging in addition to conducting meetings with the Team Leaders and Managers for the purpose of identifying deltas and their remedies.Organized and conducted Quality control orientation meeting in addition to the regular training sessions regarding process updatesPrepared and updated MIS on Quarterly basis and regulated daily and weekly reports for the process. Show less

  • Call Quality Coach

    Jan 2009 - May 2011

  • Process Developer

    May 2006 - Jan 2009
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  American Express

  May 2011 - May 2013

  Master & Lead New Account Analyst

  American Express is a global service company, providing customers with exceptional access to products, insights and experiences that enrich lives and build business success.Working in the New Accounts dept, my job profile was as below,Delivering consistent results across the Customer, Shareholder and Employee metricsDoing Data Quality check on the applications processed by the teamMonitoring calls, sharing Feedback on the opportunity areas and designing TNA basis call observation and analyticsProcessing New Accounts applications/Replacements and taking escalation callsCreating an environment oriented to trust, open communication, creative thinking, and cohesive team efforts & Motivate and inspire team members Show less

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  American Express

  Dec 2015 - now

  Manage workflows and resources to ensure that daily, weekly, and monthly targets are achieved, ensuring that customer service level agreements are metOversee the functioning of card-member on-boarding which encompasses application receipt, screening, and processingResponsible to deliver high quality customer experience to achieve the goals on turn-around time, client satisfaction, and productivity Interaction with commercial and consumer business / sales teams to support their client on-boardingPeople Management: Set individual goals & development plans / monitor team & individual performance, feedback & coachingVendor Management: Monitor & control vendor performance, take action to meet SLA Resource Management: Recruiting people based on capacity planCompliance: Ensure the process and procedures are followed and support audits and remediation if any Cost Management: Manage to a operating plan / budget as the cost center manager for the team Show less Universal Trainer - Process, Product and Communication SpecialistRoles and Responsibilities:Lead a team of Trainer, 15+ customer service representatives and a pool of rotational Subject Matter Experts (SME’s)Create end to end process map for desired businesses to standardise and streamline the training processCoaching and development of direct reports; including career planning, performance management and PMP reviewsEnsuring a smooth transition of a new hire from dynamic hiring to the production floorResponsible for customer care representatives performance during Classroom Training + On the Job Training (OJT), but not limited to Net Promoter Score (NPS), OSAT, call handling time, certification rate and throughput. Show less

  • Operations Team Manager

    Jan 2017 - now

  • Universal Trainer

    Dec 2015 - Dec 2016