Hi, I’m
Ankita Agarwal
Operations and Customer Management
Brussels
Summary
With a rich IT experience of more than 15 years, have honed my ability to manage teams in business operations and bring out the best even in most challenging situations as are in the world of Operations and Customer Service and Support Management.
Have been dedicated to streamlining operations to decrease costs and promote organizational efficiency with strong leadership and problem-solving approach.
Encouraging manager and analytical problem-solver with talents for team building, leading and motivating, as well as excellent customer relations aptitude and relationship-building skills.
Proficient in using independent decision-making skills and sound judgment to positively impact company success.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude.
Willingness to take on added responsibilities to meet team goals.
Overview
14
years of professional experience
Work History
Infosys, TME/TCEU
Customer Service Operations Manager
02.2020 - Current
Job overview
- Represent TME Connected System to NMSCs PAN-E, addressing queries, resolving complaints, improving quality of services by leading operations support and Kaizen activities across multiple cross functional teams in Toyota
- Interacted well with customers all across Europe to build connections and nurture relationships.
- Driven the adoption of ITIL best practices and other ITSM frameworks to enhance operational efficiency, service quality, and customer satisfaction.
- Act as Major / Critical Incident Manager - Direct the teams towards restoration of broken services, keep relevant stakeholders and markets informed.
- Leading processes like Problem and Change Management
- Planning resources and contributing to training and development of team (Onsite + Offshore)
- Conducted sessions to coach, guide and train L2 team to enhance their knowledge and optimize ways of working as per the ITSM guidelines.
- Managing Incident Support team (10-15 People) to follow up on day-to-day tasks, meeting SLA's, OLA's, Reporting, following up on Incidents, co-ordinating, leading and guiding team to manage incidents effectively.
- Liaison with different departments - Customer Quality, R&D, Telematics, Legal teams within TME
- Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
- Reduced operational risks while organizing data to forecast performance trends.
- Assisted in recruiting, hiring and training of team members.
- Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
Infosys - Boston Scientific (USA)
Tech Lead and Domain Expert
01.2010 - 01.2020
Job overview
- Worked on Class II and Class III Medical Device projects and managed team for Verification and Validation testing of implanted products for leading Medical Device manufacturers - Boston Scientific
- Scrum Master: Responsible for conducting daily scrums, sprint retrospection, preparing sprint plans, DVT test plans, estimation, resource planning, risk analysis, test cases creation and review, defect management and test reports including regulatory submission reports
- Lead team for performing validation and verification testing and worked directly with Subject Matter Experts at client side for complex algorithms and test cases for Class III devices.
- Contributed as a Competency Anchor towards ramping up the new team members for CRM Medical Devices Process understanding of ISO 13485,& CMMI standards
- Coordinated deployments of new software, feature updates and fixes.
- Planning and recruitment and training expert
Education
People CertIndia
ITIL 4.0 Qualified
10.2021
Scrum AllianceIndia
Certified Scrum Master
09.2019
UP Technical UniversityIndia
Bachelor of Technology from Computer Science
2006
Skills
- Leadership
- Impactful and Strong Communication Interpersonal skills
- Problem Solving
- Conflict Management
- Performance Monitoring and Evaluation
- Root Cause Analysis
- Operations Management
- Process Development and Streamlining
- Hiring and Onboarding
- Team Development
- Customer Service and Assistance
- Strategic Decision-Making
- Escalation Management
- Corrective Actions
- Professional Relationships
- Employee Performance Evaluations
Accomplishments
- 2020-2021 - Received appreciation from clients for implanting the Major Incident Management Process in TCEU and training the team on MIM process.
- 2014 - 2018 Awarded for "Individual Excellence" from Boston Scientific customer for four continuous years
- Awarded with several Infosys "Team" and "Individual" excellence awards for significant contributions to the project deliveries.
Timeline
Customer Service Operations Manager
Infosys, TME/TCEU
02.2020 - Current
Tech Lead and Domain Expert
Infosys - Boston Scientific (USA)
01.2010 - 01.2020
People Cert
ITIL 4.0 Qualified
Scrum Alliance
Certified Scrum Master
UP Technical University
Bachelor of Technology from Computer Science
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