Ankur Pathania Email & Phone Number

Noida, Uttar Pradesh, India

Noida, Uttar Pradesh, India

Team Lead Skill-Up Online India Pvt LtdMarch 2021-Till DateWorked with multiple projects for Indian & International Clients. Lenovo- Technical Training for Internal and External employees of Lenovo.Key Deliverables: Ensure all training programs are planned and executed as per timelines. To conduct training programs as per the approved Training Calendar. Sharing the Webinar plans with internal and external employees. Moderation of live sessions. Co-ordinate with counterparts/Units to help them identify internal and external trainers as and when required. Responsible for maintaining POE e.g. Feedback form; Attendance sheet; Recordings. Responsible for gamification task during live sessions. Sharing e-vouchers of the gamification winners. Coordinating with vendors for procurement of vouchers.IBM SkillsBuild – Europe and USAKey Deliverables: Responsibly to get marketing assets created from design team. Sourcing of learners for the program. Creating webinars for the live sessions and sharing with learners over email. Moderation of live sessions. Responsible for gamification task during live sessions. Co-ordinate with counterparts/Units to help them identify internal and external trainers as and when required. Handling data base of the learner and timely creation of reports as per client requirements. Tracking and sharing the progress report of the learners who are progressing with the course. Responsible for maintaining POE e.g. Feedback form; Attendance sheet; Recordings. Distribution of certificates at the end of the program.

Noida, Uttar Pradesh, India

Managing the entire Client handling with their respective learning plans.Coordinating with learners for upcoming sessions.Sharing the Webinar plans with all the associated clients.Handling database of the learners on a weekly and monthly basis.Tracking and sharing the progress report with the respective learners.Preparing presentations for Clients for their onboarding with us.Coordinating with the Mentors for One-to-One sessions.Collecting the feedback through survey post every session from the associated Clients.Resolving and assisting all the client's queries as and when required.

Noida, Uttar Pradesh

Handling smooth team operations.Monitoring quality checks during the calls.Delegating task and set deadlines as per the requirements.Closely monitoring the training needs within the team.Single point of contact for all the members.Handling team concerns and resolving the same.Helping agents to improve on all the metrics.Review dashboards/ data reports on a daily basis.Managing performance for team members on daily basis.Keep all KPIs Green

Gurgaon, India

Handling effective operation of the service center.Monitor Customer call connect, Transfer of calls in to Jobs and review performance of the Technical Service staff in meeting the objectives across the north regions.Analyse spares usage and establish the distribution network of spares across the network for easy access of spares for customers.Take ownership of customer issues and providing proper resolution.Taking care of CSAT.Taking care of the entire administration work of customer care department. (Involving issuing invoices, procurement,sending DR books, keeping the track of bills of customer care, processing claims etc).Assisting in the planning and execution of all requirements for organizing various events / activities within and outside the department.Maintain Office Assets and supplies.Acted as a liaison between all the departments.Providing clerical support when requested by team members.Responsible for handling various invoices.Handling the travel arrangements as and when required.Helping in research and creating presentations.Coordinating repairs of office equipment’s.Assist in the preparation of monthly scheduled reports.Mentoring the customer service agents and provide them healthy platform in order to perform efficiently.Ensure continuous improvement in key customer focused processes for a consistent and delightful brand experience through a service differential approach.Integrate Customer Service Organization & apply modern business techniques to increase organizational efficiency, Service Quality & Customer Satisfaction.

Gurgaon, India

 Handling an Inbound UK Telecom process. Started handling Nesting batches since March 2011. Helping them with process knowledge and grooming them to come up to the learning curve. Clarify Customer requirements; probe for and confirm understanding of requirements or problem. Support Customers across Telecommunication, Financial Services & Healthcare vertical. Conduct needs-based selling by using non-scripted probing techniques to determine Customer needs and to offer the most appropriate product or service to address their need. Troubleshoot customer issues related to internet broadband, cable, DTH, modem, router, mobile handset etc. Ensuring the training needs of subordinates are met. Responsible for day-to-day functional supervision of non-exempt work group, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organizations policies and applicable legal requirements. Ability to guide individuals toward goal achievement using negotiation, teamwork / collaboration, motivation and staff development skills including the ability to act as a role model within the organization. Resolve escalated customer issues. Excellent customer service / support skills, ability to work well under pressure, professional demeanor and strong written and oral communication skills. Handled a team as Team Lead Intern since May 2012 till May 2013.