Ankit Prabhakar Email & Phone Number

Gurgaon

Gurgaon, India

Transitions/Process Set Up :- 2012 – 20 FTE Zuji inbound Travel Sales campaign for (Zuji Australia & Singapore) APAC geography (for the first time in WNS). 2010 – 20 FTE US based inbound Travel Sales campaign for Travelocity Click to CallOperational Delivery :- Responsible for proactively managing service delivery and providing outstanding levels of quality service that are in line with the organizational service delivery standards and customer expectations to ensure high customer satisfaction levels. Proactively managing performance (Conversions, Revenue goals) and enhancing performance of team based on SLAs. Responsible to manage their overall performance viz a viz conversions, quality, agent utilization, employee retention etc. Ensure professional development of reporting team-leads and guide them to perform effectively on their key deliverables. Proactively analyze the critical process targets and performance to develop improvement strategies thereby improving the process and client revenue. Strategize on a long-term incremental growth plan and drive rigorous implementation of these plans to drive revenue. Identify the outliers on different performance aspects and device an improvement plan by proper coordination and utilization of support viz-a-viz team lead involvement, quality intervention and training refreshers. Ensure smooth transition of new Pilots/ projects and ensure seamless communication to ensure success. Efficiently manage the shrinkages at a process level and ensure proper utilization of process/company/client resources to ensure smooth delivery on targets. Timely escalation of people issues Incentive / Performance Management/Monitoring Actively participated in hiring/recruitment for the process

Gurgaon, India

 Outbound Sales for Telecom products in UK. Inbound Sales for Chase Manhattan Bank USA. Outbound Sales for 3 Mobile UK.