# Ankit User

Ankit User is a remote worker on Himalayas, Associate Process Manager at eClerx, based in India.

Source: https://himalayas.app/@ankituser25

```text
Associate Process Manager at eClerx supporting 15+ telecom operations associates and tracking customer and sales KPIs.
```

| Detail | Value |
| --- | --- |
| Availability | Looking for a job |
| Location | India |
| Authorized to work in | India |
| Salary expectations | 140k+ INR |
| Job categories | Customer Operations Manager, Team Lead |
| Skills | Telecom Operations, Customer Operations, Team Leadership, KPI Monitoring, Performance Management, NPS, GSR, Sales Conversion, AHT, Productivity Tracking, Quality Assurance, Compliance, Customer Escalation Management, Coaching, Schedule Adherence |

## About

```text
At eClerx, I supervise and support a team of 15+ associates in telecom customer operations and chat-based customer engagement. I track KPIs including NPS, GSR, sales conversion, AHT, quality, and productivity.

I coach associates, review performance, and create action plans to address gaps. I also monitor attendance, adherence, and compliance, and support the resolution of customer escalations.

Earlier, as a Senior Analyst / Subject Matter Expert (SME), I handled customer interactions in a US telecom chat support environment and supported associates with process queries and complex issues. I also supported the launch of the supervisor escalation process and contributed to chat process launch activities.
```

## Experience

### Associate Process Manager (current)

[eClerx](https://himalayas.app/companies/eclerx). Sep 2025 - Present

```text
Supervise and support a team of 15+ associates in telecom customer operations and chat-based customer engagement. Monitor KPIs including NPS, GSR, sales conversion, AHT, quality, and productivity, and conduct coaching and performance reviews.
```

Skills: Team-Leadership, KPI-Monitoring, Coaching, NPS, GSR, Sales-Conversion, AHT, Quality, Productivity, Escalation-Management, Excel-reporting

### Senior Analyst / Subject Matter Expert

[eClerx](https://himalayas.app/companies/eclerx). Sep 2023 - Aug 2025

```text
Handled customer interactions in a US telecom customer operations and chat support environment. Supported associates with process queries, complex customer issues, and escalation handling.
```

Skills: Customer-Operations, Live-Chat, Escalation-Handling, Quality-Standards, Sales-Performance, Process-Guidance

## Education

### Bachelor of Arts (B.A.)

Bachelor of Arts

```text
Graduated with a Bachelor of Arts degree in 2018.
```

## Tech stack

- Microsoft Excel
- Microsoft Word
- Microsoft PowerPoint

To contact Ankit, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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