Ankit Haria Email & Phone Number

India

Mumbai, Maharashtra, India

Mumbai, Maharashtra, India

Hyderabad Area, India

Hyderabad

Confidential - NDA

Mumbai Area, India

• Organizing training and development initiatives for improving productivity and quality enhancement.
• Conducting NHT, Soft Skills and Effective Communication training programs for all the New Joiners and existing resources.
• Engaging the employees with organizational activities by proper communication and coordination
• Training feedbacks standardized as per the Kirk Patrick Model
• Conducting re-certification for the existing resource to ensure standard performance consistently

Mumbai Area, India

• Guiding and updating the team (trainers) to ensure high service standards
• Managing a team and also developing the team members to achieve key performance indicators and expectations
• Supervising the new hire training yield & performance, recognizing the areas of opportunity and executing plan of action to meet the organizational goals
• Looking after new employees, OJT and Quarterly/Half Yearly/Yearly Training for the production floor
• Functioning with the training lead and providing the update on the training front to internal customers so that they meet the objectives and implementing the action plan for better results
• Working closely with the Clients, HR, MIS and the Operations Team to analyse business strategies, staffing, scheduling new hire training class and logistics

Mumbai Area, India

• Carried out a New Hire Training Class for First Party and Third Party Collections process and Deep Skip Tracing Team
• Made sure the SLA’s of the new hire training class are met so that there is no delay in the batch graduation date
• Confirmed that all the NDA’s are signed by every trainee once they graduate to the transition phase
• Monitored the calls and provided effective coaching to the agents and showed improvements in their performance decreased the variance between the top and the bottom performers within the team
• Assisted new joiners during transition phase and helped them to meet the goals
• Conducted refreshers and training sessions with the agents during transition Phase to reduce the learning curve

Mumbai Area, India

• Handled inbound and outbound calls for new hires in order to check the quality of the performance followed by providing feedback to improve on the quality key metrics i.e. C-SAT, VOC, etc.
• Attended weekly call calibrations with clients and internal customers and circulate the key take away with Operations and Training Team
• Developed weekly / monthly reports for the team and circulate to key stake holders
• Provided refreshers / up-training to the advisors from the production floor to enhance their skills on quality of calls

Mumbai Area, India

• Accountable for carrying out inbound & outbound calls for US process
• Rendered assistance for resolving queries & collections on delinquent accounts with C-SAT
• Interfaced with the customer service department regarding the complaints forwarded.
• Established healthy relations with the clients by giving them follow up calls and taking references for balance transfers and other programs

Post Graduate Diploma In Business Administration, Operations Management, First Class

Bachelor'S Degree, Commerce, First Class

Higher Secondary School Certificate, Commerce, First Class

Secondary School Certificate, Secondary Education, First Class