Operations & Performance Leader with Team Focus
Resume:
Jaipur, ******
*****.******@*****.***
SUMMARY
Experienced in optimising
operations and streamlining
processes to boost efficiency and
productivity. Highly focused on
team collaboration to drive projects
forward and deliver results.
Well-versed in managing budgets
and resources, ensuring optimal
use for maximum output.
SKILLS
• Performance management
• Operational efficiency
• Quality assurance
• Data analysis
• Resource optimization
• Team leadership
• Strategic planning
• Process improvement
• Employee engagement
• Client relationship management
• Workforce management
• Leadership skills
• Operational support
• Performance monitoring
• Leadership development
• Cost reduction and efficiency
• Data analytics
• Customer service excellence
• Time-management
PERSONAL
INFORMATION
Ankit Heda
EXPERIENCE
July 2024 - Current
Operations Manager Enser Communications Limited Jaipur, India
• Managing the e-commerce Indiamart helpline (inbound, outbound,
and sales operations).
• Managing over 300 employees to ensure operational efficiency
across all processes.
• Managing SLAs according to the business contract, and monitoring
relevant metrics for the achievement of objectives.
• Executed regular performance reviews, pinpointing areas for
enhancement, and formulating action plans to tackle them.
• Oversaw operations staff and enforced adherence to company
policies and procedures.
• Enabled employees to assume control over responsibilities, resulting
in heightened accountability and enhanced performance outcomes.
• Advised senior management on facilities needs and delivered
ongoing operational support.
• Oversaw quality control processes, maintaining high standards for all
products and services.
• Enhanced profitability through operational streamlining.
• Cultivated a positive work environment, resulting in enhanced
employee retention rates and opportunities for professional growth.
• Led the sales team towards achieving monthly targets through
strategic planning, and effective resource allocation.
• Analysed current strategies for strengths and weaknesses and
adjusted approaches to maintain sales trajectory.
• Facilitated regular team meetings to discuss targets, strategies, and
address any issues impacting sales performance.
• Handled employee queries regarding pay, tax codes, and
deductions, providing clear, informative responses to promote
understanding.
• Documented employee overtime and calculated correct payment
rates.
• Coordinated strategic plans for administrative services management
and optimisation to best use available resources.
February 2017 - June 2024
Operations Manager Vkalp Outsourcing Services Private Ltd.
Jaipur, India
• Managed the e-commerce Indiamart helpline (inbound and outbound
operations).
• Managed 250 employees to ensure operational efficiency across all
processes.
Oversaw end-to-end operations and quality assurance protocols.
• Managing SLAs according to the business contract, and monitoring
relevant metrics for the achievement of objectives.
• Identified quality gap areas to enhance team performance.
Provided targeted guidance to improve key competencies.
• Conduct weekly and monthly team performance reviews, providing
comprehensive analysis to establish future expectations for business
growth and process enhancement.
• Executed capacity and manpower planning, aligned with business
Date of birth: 29/12/1987
Nationality: Indian targets and strategy. Optimised resource utilisation and deployment
Marital status: Married to uphold roll ratio and performance metrics.
Gender: Male • Streamlined reporting processes to enhance decision-making
efficiency.
• Monitoring daily operational activities, identifying opportunities, and
preparing plans and strategies to meet business objectives,
crunching data, and reporting to management and clients.
• To ensure that process billing aligns with Management's targets and
closes promptly from the Client's end.
• Preparing and presenting WBR and MBR with comprehensive
analysis, and establishing performance goals.
• Notifying relevant authorities regarding current floor conditions,
including shrinkage, attrition, downtime, and associated issues
alongside real-time challenges.
• Facilitated recruitment of early employees in accordance with
process requirements.
October 2015 - January 2017
Assistant Manager of Operations Vkalp Outsourcing Services
Private Limited Jaipur, India
• Managed LEAP Connect Voice & Non Voice Process (Domestic &
Foreign)
• Developed a loyal and highly satisfied customer base through
proactive management of team, customer service strategies.
• Increased employee performance, job satisfaction, and engagement
to strengthen retention.
• Mentored team members to enhance professional development,
accountability, and workplace effectiveness.
• Developed a strategy to increase approvals and drive profits.
• Established objectives to offer team members a clear roadmap to
help the company achieve overall goals.
• Created employee schedules to align coverage with forecasted
demands.
• Conducted weekly staff meetings to motivate staff members, address
concerns and questions, plan improvements, and evaluate progress
towards goals.
August 2013 - September 2015
Team Leader Vkalp Outsourcing Services Private Limited Jaipur,
India
• Managed the Aircel Retailer and Dealer Helpline, Complaint
Helpline, Aircel SIM Verification Helpline, and Idea Verification
process.
• Mentored and guided employees to foster the proper completion of
assigned duties.
• Built strong relationships with customers through positive attitude
and attentive response.
• Timely one-to-one meetings with the team and EWS tracker updates
to management.
• Team managed 25+ resources.
• Ensure compliance adherence by self and team members.
• Continuous improvement in process updates, and building effective
controls and action plans.
June 2012 - July 2013
Assistant Manager Customer Care Teleperformance Jaipur
Jaipur, India
• Managed the Aircel GPRS inbound and outbound processes (Delhi,
Rajasthan, MP & UP East Region).
• Worked on the CRM tool and CCMS communication.
• Timely responses to emails.
• Need to control shrinkage, attrition, AHT, calls answered, and quality.
• Trained new employees on company policies, customer service
excellence, and sales techniques.
• Led weekly staff meetings to discuss targets, performance
improvements, and customer feedback.
January 2011 - May 2012
Customer Care Executive Teleperformance Jaipur Jaipur, India
• Woked as TSE (Technical Support Excecutive) in Aircel GPRS
Process in Delhi region
• Maintained excellent customer relationships by efficiently solving
queries, complaints and issues.
• Trained new customer care staff on company policies, product
knowledge, and service excellence standards.
• Took ownership of enquiries, effectively handling any customer
issues to ensure suitable resolutions for customers.
EDUCATION
Diploma of Higher Education Computer Science
Institution of Electronics & Telecom. Engineers, New Delhi, DL
• Completed Diploma in Computer Science from the Institution of
Electronics and Telecommunication Engineers (IETE), New Delhi
12th Physics, Chemistry & Maths
Saint John's School, Kota, RJ
10th
Central Academy Senior Secondary School, Kota
• I have successfully passed the exam from the Rajasthan Board in
the English medium, securing a first division
ACCOMPLISHMENTS
• Completed AI for Business Leaders course through Jaro Education,
developing skills in AI applications for business growth, data-driven
decision-making, and digital transformation.
• Earned CCNA certification from Cisco in 2011, validating expertise in
network installation, configuration, troubleshooting, and
routing/switching technologies.
• Consistently recognized by the client with the Pillar of Success
Award for eight consecutive years.
• Recognized twice in 2016 with the Quarterly Best AM Award for
outstanding performance.
• Recognized multiple times as the Best TL (Lighthouse of the
Process) in both the LEAP and Aircel processes.
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