Ankita Gupta

Ankita Gupta Phone: - E-Mail:- Face new challenges and avail myself with new opportunities to fulfill with profitable action Location Preference: Delhi-NCR PROFILE SUMMARY A performance-driven professional with over 15 years of experience in Operations Management Currently working as an Operations Manager in contact center environment at Capgemini India Delivered Supply Chain Management solutions to the client for procurement of hardware from suppliers Has 15+ years of experience in Business Operations Management and Client Servicing Currently working in Supply Chain Management, Database Management and Customer support helpdesk Approximately 35 employees are reporting into me including Shift leads Has expertise in people management and client relationship skills, motivating teams, managing service standards, with which she was able to grow the business exponentially Maintained Quality Score of 99% against the standard set by client of 95% Skilled in removing unnecessary procedures in processes while ensuring uniformity in the process understanding at the client’s and the organization’s end Conducted training sessions to remove skill issues amongst team members to improve performance and quality of service Excellent communication & interpersonal skills with strong analytical, team building, problem-solving and organizational capabilities Extensively worked with the client to implement Salesforce for all client sites including Capgemini Noida Location Travelled to The United States for a process transition and train the trainer program CORE COMPETENCIES ~ Operations/Process Management~ Client/ Customer Servicing~ Logistics Operations ~ Business Operations~ Process Improvement ~ Resource Utilization ~ Quality Assurance~ Team Management~ People Management ~ Customer Service~ Contact Center~ Database Management ORGANIZATIONAL EXPERIENCE Capgemini Pvt. Ltd., Noida Operations Manager Jan’17 – till date Role: Managing operations with a view to ensure accomplishment of targets within the time and cost parameters Liaising as a Logistics Support for various internal groups (such as Field Service Engineers (CEs), Schedule & Dispatch Teams, Planning, Distribution) through phone, email and chat for part order availability, escalations & general Logistics inquiries Placing web order for different parts through various Logistics Inventory Management companies - Choice Logistics, UPS and FedEx to deliver the parts at Domestic/International locations Communicate job expectations, planning, monitoring, appraising and reviewing job contributions Setting up targets, SOP & SLA, and maintaining Quality targets & planning for the process Supervising service operations for rendering & achieving quality services Handling the team size of 80+ analyst and team consisting of 30+ direct front line associates & Shiftleaders. Assessing the customer feedback, evaluating areas of improvements & providing critical feedback to the associates on improvements and achieving higher customer satisfaction matrices Providing first line customer support by answering queries & resolving their issues, ensuring CTQ Delivery & Business Continuity within TAT Recruiting, leading, training and monitoring performance of the team members for maintaining excellence in the service operations Implementing performance management process including objective setting, development planning and quarterly/annual performance reviews Forecast requirements; prepare an annual budget, reporting, planning, and auditing Maintain safe and healthy work environment by establishing, following and enforcing standards and procedures; complying with legal regulations Communicate customer issues with operations team and devise ways of improving the customer experience, including resolving problems and complaints Highlights: Travelled to Client - US location for a major tool transition Primary SPOC for employee engagement activities Played a key role in automation of 3 sub processes to eliminate repitetion of steps thereby contributed totwards major savings Improved customer service levels and response rate across key accounts by standardizing the canned template Major awards: People Champion Award in H1 2017 for demonstrating strong work ethic contributing to Organizational goals, Collaborated internally for various project deliverables and initiatives like R&R, Capgemini 50 celebrations. Always the first one to take ownership of additional responsibilities Account Miner Award in H2 2017 for working closely with client and in convincing them regarding the teams ability to do complex activities out of Noida Outstanding Contribution in Delivery Award in 2018 H2 for representing BU during External ISO audit ensuring all the documents are up to date, policies and procedures are being adhered to and the team has the required knowledge relating to IMS and IT policies and contributed towards making Capgemini an ISO certified organization Sales Champ Award in 2019 H2 for playing a key role in transitioning of one of the most critical tool for Install Base Management iGate Global Pvt. Ltd. , Noida Team Manager Apr’14 – Dec’16 Role: Service delivery, performance management and process improvement as key responsibility areas Resurrected service delivery metrics as per the Clients Requirement supported with time & motion study Mapped SLO (service level Objective) with client to meet unprecedented transaction volumes Set weekly/monthly; reviews/meetings with the client thus ensuring deliverables are met as per client requirements; forecasting & staffing are in place Hiring new team members to meet ramp-ups and have a steady bench strength Training and Development – Process related / IDP and Behavioral - Identifying training requirements of the team, existing and New Joiners, as per the program requirement Mentoring and providing operational inputs to team members in order to achieve a high degree of employee and end user satisfaction Conducted reward and recognition/and various people engagement activities on floor thus creating enthusiasm amongst team Monitoring monthly performance trackers/conducting reviews thus mapping team performance against the learning curve Working out opportunity areas thus enhancing the scope of work for the team Conceptualized and implemented result-driven/ continuous improvement strategies Closely liaison with the Quality / IT security team; ISMS awareness sessions etc Performance Appraisal of team members, thereby adhering to PMS and ensuring that the best talent is retained in the organization Patni Computer Services, NoidaAug’07 – Mar’14 Growth Path Aug’07 – Sep’08: Analyst Oct’08 – Apr’10: Sr. Analyst May’10 – Mar’12: Team Leader Apr’12 – Mar’14: Sr. Team Leader Highlights: Received appreciation for accomplishing diversified tasks & outstanding performance Consistent high performer with ticket quality of 99% Provided Level 2 Support for business critical websites Developed and updated SOPs for the process Successfully conducted 5 new hire batches of Process training PREVIOUS EXPERIENCE Dotsquares Pvt. Ltd., JaipurDec’06 - Aug’07 Sr. Customer Care Executive (Technical Supporter) Highlights: Handled client queries related through chat and email Provided online support to the Sales Executives and CRE’S Responsible for handling project of website designing Look up for relevant client contact information of US, UK & Spain Based companies Reliance InfoComm, JaipurJun’05 - Apr’06 Sr. Customer Care Executive Highlights: Responsible for handling customer queries pertaining to Postpaid, Prepaid Connection’s through effective training provided by the Organization Responsible for selling the Products i.e. recharge vouchers, new tariff plans Consistently achieved monthly targets given by the organization Responsible for day to day activities i.e. handling cash through BDMS and updating customer payments Retaining existing custome TECHNICAL SKILLS Basic knowledge of SFDC MS-Office Oracle 11i REWARDS & RECOGINITION People Champion – H1 2017 Account Miner – H2 2017 Outstanding Contribution in Delivery – H2 2018 Sales Champ – H2 2019 Out of the Box – 2020 Out of the Box – 2021 Above & Beyond - 2021 TRAINING ATTENDED ITIL in-house training at Capgemini in 2013 Project Management Six Sigma – Yellow Belt Connected Manager - through HarvardManageMentor ACADEMIC DETAILS Bachelor of Science from Rajasthan University, Jaipur - 2006 Intermidiate (10+2) from Rajasthan Board, Jaipur - 2013 PERSONAL DETAILS Date of Birth:4th July 1987 Languages Known:English & Hindi