Ankkeet Resume

Ankkeet Upadhyay
8390199099,
ankkeet24@gmail.com
I Block 1006, Tanish Orchid Phase 2 Chovisavadi, Charholi BK, Charholi - 412105
Objective:
Looking for an opportunity to unleash my skills gained in my professional experience which will benefit my professional career as
well as the organization to grow.
Professional Experience: 8+ years
From August 2019 till Present with Ricardo India Pvt. Ltd. as Licensing Manager, Commercial Operations – India and
Asia.
Key Responsibilities:
 To help the team generate licenses for the Ricardo India customers.
 To assist them with the installation from start to end and troubleshooting the errors if any.
 To generate the PO and quotes for the customers.
 Successfully able to manage the customer satisfaction metrics to 100% for the last 3 quarters.
 Key contribution in the transition of customer support team from Gimli to Freshdesk ticketing tool.
 Had been part of testing and implementation of the Microsoft Dynamics CRM tool for Ricardo software group.
 To report bugs on GitLab internally for the team.
 Contributed to the testing of Cryptlex license for Ricardo Software group.
From 25th March 2019 till 19th August 2019 with Deloitte Contact Center as Sr Technical Support Analyst (as per the offer
letter) as a contractor on Team Lease Payroll.
 To Assist Deloitte professionals with their Payroll and Talent related queries via calls, chats, and web forms.
 To manage Investment Declarations and IPSF for Deloitte professionals.
 To work with Deloitte professionals during their entire lifecycle with the Firm.
 To Assist Deloitte alumni with their queries after separation
From October 2018 till January 2019 with MindTickle Interactive Media Private Ltd as Customer Success Engineer.
• Addressing product-related queries for VIP clients like LinkedIn, Symantec, and HPE via emails and chat.
• Achieving CSAT targets every month.
• To generate a weekly performance report for every team member.
• To prepare MOMs and share them with peers.
• To work with the DevOps team by raising JIRA to troubleshoot a bug reported by the clients.
• To Generate reports from the Mixpanel tool for clients.
• To work with the product team and mobile team to test a new product enhancement feature before it is deployed to
production and goes live for the clients.
From October 2014 till September 2018 with Symantec Software Pvt. Ltd as Customer Service Advisor.
• Assisting customers with technical & non-technical queries via calls, cases & emails.
• Maintaining CSAT percentage every quarter & helping peer to work on their targets
• Case scrubbing reports for the entire team.
• Deliver training to new hires.
• Working in the Salesforce environment.
• Handling case aging reports, SAT reports.
• Action escalation that is from Sr. Managers & PMs.
• Collaborating with training & development team to update process knowledge for the team.
• Resolve process-related issues of the team.
From July 2012 to September 2014 with Mphasis an HP company as Sr. Customer Service Associate.
• Managing the team target as well as an individual target.
• Appreciate teammates achieving their targets.
• Represent the team in meetings.
• Ensuring team bonding and team interaction to avoid attrition happening on the grounds of
Dissatisfaction in the team.
• Promote teamwork in operations meetings.
• Listening to calls & providing feedback to colleagues.
Awards and Recognitions:
• Achieved level 1 reward from the management for resolving customer’s queries.
• Achieved appreciation comments from the customer which was rolled out globally.
• Achieved level 3 rewards from the management for maintaining the 100% CSAT.
• Achieved awards for generating revenue for Symantec products.
• Had been part of the Sr. Managers meeting while working with Symantec
• Received an amazon gift voucher from MD of Ricardo software for attaining customer satisfaction.
• Signature Service Graduate from Wilson Learning Corporation.
Skills:
People management.
Refreshers & Training.
Good Communicator.
Cheerful Outlook.
Adaptability.
Qualification:
MBA in HRM from Welingkar Institute of Management in March 2020

B.com Graduate from Manav Bharati University Himachal Pradesh in June 2013.
Completed HSC in the year 2007
Completed SSC in the year 2005
Personal Details:
Date of birth: 18th July 1988

Languages Known: English, Hindi, and Marathi.
Willing to relocate: Yes
ANKKEET UPADHYAY

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Ankkeet Resume

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Ankkeet Upadhyay

Professional Experience: 8+ years

Awards and Recognitions:

MBA in HRM from Welingkar Institute of Management in March 2020

Date of birth: 18th July 1988

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