Open to opportunities

Ankit Sharma

@ankitsharma10

Message

Customer-focused senior representative with 7+ years improving service, training, and operations.

India

Message

What I'm looking for

I am seeking a customer-centric role where I can lead training, improve operations, mentor teams, maintain knowledge systems, and drive measurable improvements in service quality.

I am a results-driven customer service professional with 7+ years of diverse experience across contact center operations, hospitality, event management, and knowledge management. I have worked in voice, chat and email support, served as a temporary SME for extended periods, trained and coached consultants, and delivered data-driven insights to improve productivity and client satisfaction.

I bring strong communication, interpersonal and management skills, a people-first attitude, and practical experience in building training programs, maintaining knowledge bases, handling escalations, and executing events and branding initiatives. I consistently focus on improving operational processes, mentoring teams, and ensuring high-quality customer experiences.

Experience

Work history, roles, and key accomplishments

Current

Senior Representative

Current

Concentrix Daksh India Pvt. Ltd

Oct 2022 - Present (2 years 11 months)

Customer-service focused senior representative handling voice, chat and mail support for Denim and Barclace processes; served as temporary SME for 65 months, trained and coached consultants to increase team productivity and improved reporting and client follow-up.

Customer Support Chat Support Coaching Knowledge Management Process Improvement Data Analysis

Knowledge Management Executive

Genitech Nsan Pharmaceutical Private Limited

Feb 2022 - Nov 2022 (9 months)

Maintained and updated operational knowledge base, managed training and development, and handled customer feedback and complaints across email, chat and calls to ensure consistent customer-facing processes.

Knowledge Management Training Development Email Support Chat Support Quality Assurance

Talent Development Manager

Brahma Horizon

Aug 2019 - Nov 2021 (2 years 3 months)

Led talent development and team-building activities, managed training programs, event video campaigns, event management and branding/communication to enhance employee engagement and event execution.

Talent Development Training Event Management Team Building Campaigns Branding Communication

Operations Executive

Madame Tussauds

Oct 2017 - May 2019 (1 year 7 months)

Implemented event plans and concepts, liaised and negotiated with vendors, managed logistics and branding, and provided updates to senior management to ensure smooth operations.

Event Planning Vendor Management Logistics Operations Management Branding

Front Desk Representative

Pullman Hotels & Resorts

Feb 2016 - Jul 2017 (1 year 5 months)

Managed front desk operations including check-in/out, cash handling and guest complaint resolution, achieving Associate of the Month recognition for service performance.

Guest Service Check Out

Guest Services Associate

JW Marriott

Oct 2014 - Jan 2016 (1 year 3 months)

Handled guest check-ins, phone orders and requests, and resolved guest complaints, earning Associate of the Month recognition twice for high service standards.

Guest Service Phone Support Hospitality Customer Satisfaction