1. Ankit Lal
Mobile: +91-9999696954 E-Mail: chrisconnors89@gmail.com
Seeking mid-to-senior level managerial assignments for a growth-oriented organization in Operations /
Project Management / Transition & Migration / Client Management / Performance Management / Vendor
Management / Change Management / Risk Management / People Management / Training & Development
PROFILE SUMMARY
 A “Performance Driven Professional” with over 6 years of experience & rich blend in BPO and
Healthcare sectors (US, & Canadian Projects), Performance Management, Digitization, Projects
Management, Voice & Non-voice Process - Inbound & Outbound, People Management, People
Management, Auditing and Monitoring Quality Team reports, Publishing Quality Dashboard,
Analysis and Action plan for improving quality and C-Sat scores- as Assistant Manager-
Operations and Quality till date
 Managing & Training with excellent Planning, Execution, Leadership, Client Interaction, and
Presentation Skills
 Self-driven and Assertiveness with high recommendations from CEO and Divisional Heads
 Ability to create momentum and foster organizational change
EMPLOYMENT CHRONICLE:
TENURE ORGANIZA TION DESIGNATION
Apr 2014 to Till date Eli Research. Sr. Quality Analyst
Dec 2010 – Dec 2013 John Keells. Assistant Manager- Operations
Jun 2008 – May 2010 Aegis BPO. Collection Analyst
Jan 2007 – May 2008 Teleperformance. Customer Sales Executive
PROFESSIONAL EXPOSURE / KNOWLEDGE
 Strong Project Management Skills
 Train/mentor/coach and project teams
 Customer Orientation/Excellent CSAT maintenance
 Ease with metrics
 Process Design
 Team Management / People Management skills
 Business Innovation skills
 MS-DOS, Windows, MS Word, Excel, PowerPoint, MS Operating systems
 Working Knowledge of Software related to Medical Transcription

2. JOB DESCRIPTION
Eli Research.
Sr. Quality Analyst (Apr 2014 to Till date)
Analysis/Problem Assessment:
• Auditing the calls, sharing feedback, do analysis for the continual improvement of process,
Prepares analysis and action plan for placing defects to minimal. Publishers reports and
dashboard related to Quality, C-SAT, Repeat analysis
• Securing relevant information through multiple methods and various sources to determine
key issues, make comparisons, and identify causal relationships
• Proactively bridge skill gaps and result in enhanced Productivity & Employee Development
initiatives in the organization.
• To check and maximize Production effectiveness
• Product Trainer
• Responsible for selecting, training, developing, and managing performance of professional and
non-exempt direct reports
Information Monitoring:
• Collecting information from division resources for dissemination to clients and customers
through a variety of methods
• Report Production effectiveness and performance across the organization
• Customer Service Orientation - Actively and consistently seeking, understanding, guiding, and
meeting clients' and customers' expectations
John Keells:
Assistant Manager- Operations, BPO Services. (Dec 2010 to Dec 2013)
Operations Profile:
• Operations: Management of the 300-seater unit in Voice Process - Inbound & Outbound that
included managing – Quality, Team Leads, and other employees
• People Management, Time Management, Client Relationship Management, SLA / KPI Delivery,
Project Management and Good Communication Skills
• Responsible for developing and managing the performance and improving the productivity &
effectiveness of the organization's employees
• To ensure complete success rate for agents going live for different processes
• Track Attrition at every level and develop methods on countering attrition
• Analyze yield from both Process & Pre-Process and work on improving them
• Client management and Resolving escalated customer complaints
• Excellent communication, presentation, planning and execution skills
• Ability to proactively identify current and future needs of the Center
• Excellent communication, presentation, planning and execution skills
• Actively work with Sr. Management & Clients to ensure smooth flow of operations
• Good Interpersonal skills and analytical skills. Self-driven and Assertive

3. Aegis BPO.
Collection Analyst (Jun 2008 to May 2010)
Profile:
 Handling the customer’s billing & collection accounts
 Worked with American Express 3rd
party collection (US)
Teleperformance
Customer Sales Executive (Jan 2007 to May 2008)
Profile:
• Worked in sales management for a US based process( Washington Mutual Bank)
Strengths
• Believe in Delivery and Articulation
• Creative and Diligent in my work
• Highly motivated team player
• Open to learning
• High on Integrity
EDUCATIONAL QUALIFICATION / ACADEMIC BACKGROUND
• Graduate in Architecture Engineering from Pusa Polytechnic
PERSONAL DETAILS
• Date of Birth: 17th September’1987
• Father’s name: Ashwin Lal
• Sex: Male
• Marital Status: Single
• Nationality: Indian
• Languages Known: English and Hindi