Akhil Shashiraj

• Currently working as process excellence to manage the Demographic process which includes Account services and closures.
• Built a process for accounts which are in Dormant state on how to get it activated, analysed the data set of affected users and the amount that couldn’t be withdrawn due to this issue and collaborated with the stakeholders to prevent it from reoccurring.
• Ticket assignment, managing the SLA, timely resolution to the issues have been a key point.
• Worked on processing account closures, chequebooks, account statements, balance transfers and arranging branch visit for users that require the KYC to be updated.

September 2022 - May 2023

• Worked as escalation specialist by closely collaborating with Stakeholders and process excellency.Worked on Jira, Freshdesk and FreshChat to handle the queries and support tickets raised by the users to analyze and understand the pain points, process improvements and fixes.
• Handled queries over chats, calls and email channels to understand the user needs and resolve their transactions, chargebacks or app related concerns.

• Joined as Technical Customer Support Executive for Apple Inc.
• Provided global support for issues related to Apple Subscriptions, In-app purchases, technical support on iOS, iPadOS, MacOS and WatchOS.
• Worked as Subject Matter Expert, Quality Analyst , Technical Tier 2 (escalations) and resolve issues on live chats, calls and emails.
• Handled teams of 20 members to make sure the targets are being met and desirable KRA’s are achieved by the agents,
• managing the head count to meet the business requirements.
• Audited transactions to find the process improvements, quality parameter checks, validating the escalations etc.,