Summary
Overview
Work History
Education
Skills
Hobbies and Interests
Languages
Timeline
Generic
Akash Vij

Akash Vij

New Delhi

Summary

Reliable Manager demonstrating high level of ownership and initiative. Possessing exceptional work ethic and desire to go above and beyond to exceed company expectations. Offering knack for building productive working relationships. Successful in fast-paced, deadline-driven environments to manage goals and team development. History of thriving in team-oriented environments.

Overview

13
13
years of professional experience

Work History

Manager – Operations and Client Support

Flexing It
Delhi
12.2024 - Current
  • Own and build strong relationships with the Key clients assigned.
  • Develop quarterly and monthly plans for the client and take ownership of revenue targets for the assigned accounts.
  • Drive targeted BD initiatives
  • Understand client requirements and guide the team in leveraging the platform to find the perfect fit consultants.
  • Staying in touch with clients for query resolution and any other support required
  • Own and drive cross-team projects i.e., driving specific relationships, taking the lead on product and tech-related initiatives.

Global Customer Engagement Manager

AECC Global
Gurugram
09.2022 - 07.2024
  • Leading a Global Engagement team of 20 members and 2 Assistant Managers
  • Delivering Key KPIs like NPS, Call ABR, AHT, Response Time, Quality
  • Ensuring that we are delivering a delightful experience to the students.
  • Sharing Weekly, Monthly, and Quarterly reports with the Leaders
  • Achieving high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices, and facilitation of a proactive work environment.
  • Setting up KPIs and KRAs for the team and direct reporters
  • Recruit, Mentor, and develop the team and nurture an environment where they can excel through encouragement and empowerment.

Deputy General Manager, Client Services

SHL India Pvt. Ltd.
Gurugram
05.2018 - 08.2022
  • Leading the Contact Centre team of 22 advisors (B2C clients) & a Client servicing team of 10 advisors (B2B Clients)
  • Established performance and service goals and holds associates accountable for individual performance.
  • Manage, Maintain, and deepen Key client relationships, ensuring the highest level of customer satisfaction.
  • Delivering Key KPIs like NPS, CSAT, CES, Call ABR, AHT, Response Time, Quality.
  • Interacted with clients on regular basis to quickly alleviate issues and provide project updates.
  • Handled complaints, provided appropriate solutions and alternatives within appropriate timeframes, and followed up to achieve resolution.
  • Partnered with business leaders to deliver services that support company objectives and are consistent with corporate values.
  • Achieved high staff morale and retention through effective communication, prompt problem resolution, proactive supervisory practices, and facilitation of a proactive work environment.
  • Scheduled and attended meetings with clients and prospective clients as requested.
  • Kept stakeholders up-to-date on details pertaining to client projects.

Sr Operations Team Leader - Airtel [Social Media]

Aegis Global
Gurugram
02.2016 - 04.2018
  • Supervised a span of 25 social media advisors.
  • Effectively managed a high volume of inbound and outbound Call/Chat flow.
  • Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
  • Interacted well with customers to build connections and nurture relationships.
  • Trained and guided team members to maintain high productivity and performance metrics.
  • Conducted performance review to reduce resolution time and improve customer satisfaction rates.
  • Boosted team member productivity by enhancing performance monitoring and instituting motivational approaches.
  • Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
  • Mitigated business risks by working closely with staff members and assessing performance.
  • Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.

Operations Team Leader - AT&T Chat Process

Convergys India Pvt. Ltd.
Gurugram
01.2012 - 02.2016
  • Leading a team of 18 advisors [AT&T Home Solutions Chat].
  • Motivated and trained employees to maximize team productivity.
  • Adhered to applicable guidelines and requirements, and assisted team in doing same.
  • Analyzed individual performance of each team member and motivated them to perform better.
  • Maintaining CSAT & NPS.
  • Controlling Shrinkage & Attrition.
  • Ensuring that Sales targets are attained for team.
  • To coach advisors and give them feedback regularly.
  • Compiled training materials for new employees and tracked skill development.

Education

MBA - Operations Management

Sikkim Manipal University
New Delhi
06.2015

Bachelor of Science - Physics

Delhi University
New Delhi
07.2011

Skills

  • Strong People Management Skills
  • Service Delivery Management
  • Strong interpersonal skills
  • Strong Problem Solving Skills
  • Transition and client management
  • Proficient in Operations
  • Client relationship management
  • Performance analysis
  • Team leadership
  • Customer satisfaction

Hobbies and Interests

  • Listening to Music
  • Watching News, Cricket & Web-series
  • Travelling
  • Stock Market

Languages

  • English, Excellent
  • Hindi, Excellent

Timeline

Manager – Operations and Client Support

Flexing It
12.2024 - Current

Global Customer Engagement Manager

AECC Global
09.2022 - 07.2024

Deputy General Manager, Client Services

SHL India Pvt. Ltd.
05.2018 - 08.2022

Sr Operations Team Leader - Airtel [Social Media]

Aegis Global
02.2016 - 04.2018

Operations Team Leader - AT&T Chat Process

Convergys India Pvt. Ltd.
01.2012 - 02.2016

MBA - Operations Management

Sikkim Manipal University

Bachelor of Science - Physics

Delhi University

Similar Profiles

CREATE PROFILE
Akash Vij