Ankur Gupta
@ankur.gupta
Team Leader - OTC at Cummins Technologies India Pvt Ltd
Faridabad
Ankur Gupta is a seasoned professional with over 16 years of experience in customer service operations and process management. He has a proven track record of leading teams, managing complex order lifecycles, and driving continuous improvement initiatives. His expertise includes process migrations, standardization, and utilizing tools like RPA to enhance operational efficiency.
Experience
Team Leader - OTC
Cummins Technologies India Pvt Ltd
Effectively supervised day-to-day front-end operations of a busy customer service department. Managed customer order lifecycle end-to-end, implemented automation through RPA, and led a team of 12 members. Responsible for driving continual improvement, managing order backlogs, and conducting performance reviews.
SME| Order Management | Reporting
Keysight Technologies
Served as a test lead, planning and managing test activities and presenting KPIs to clients. Accountable for end-to-end closure of operational processes, including price report generation and order booking in Oracle. Directed team activities while also serving as an individual contributor, and drove analyses to roll out CSAT surveys.
Order Entry Expert
Agilent Technologies
Developed, managed, and monitored the performance of a multi-skilled workforce. Conceptualized need-based training programs and acted as a point of contact during the process transition to Malaysia. Worked with technical teams to automate business operations processes.
Customer Service Executive
EXL Services
Analyzed required documents and loan information for customers in the USA, validating loans, making reports, and opening tasks on priority.
Education
Guru Gobind Singh Indraprastha University
Bachelor's
Computer Application