Ankit Gill

Background

About Ankit Gill

Hello I have been working in the BPO industry since last ~12 years. I have served in Operations Quality and Training departments. I have an experience of working in a leadership role for more than 6+ years. I want to be a part of an organization where I can utilize my expertise and skills for the organization’s as well as my growth. Area of Expertise: Trust and Safety Fraud Prevention Customer Support (Voice email and chat) Process Training/Coaching People Management Team Leadership Product Specialist Service Delivery Multitasking Team Player Managing SLAs Quality Assurance (certified coach on GROW & Adaptive coaching model) Please find below my learnings: • Experience in working with customers both as an individual and in a leadership role. Supporting the needs of the customers on a wide variety of queries ensuring their resolution and satisfaction proficient in providing customer support via phone email and chat platforms • Great interpersonal and presentation skills. Ability to clearly communicate and present insights and recommendations to a nontechnical audiences • Identifying trends and anomalies draw actionable conclusions from data present and execute on research findings • Use all channels to stay informed with regards to department specific knowledge • Outside the box mindset when it comes to all things related to safety and risks • >6 years experience leading inspiring and motivating other to meet goals and metrics • Understanding of the challenges of multi-language multi-cultural teams • Support the daily needs of team members on a wide variety of queries ensuring their resolution and satisfaction • Setting expectations and objectives with team members that align with a shared vision • Customer Support experience at leadership level • Proficient at handling large and complex data sets or other analytical tools (Excel and Power BI) • Can support multiple projects at once while ensuring deadlines are met and data output is accurate and appropriate for the business • Developing effective working relationships with peers and superiors and maintain open communication