AKASH WALIA
Bangalore
Summary
Results-driven professional with expertise in process improvement and strategic planning. Proven ability to lead teams in identifying and resolving inefficiencies, ensuring optimal service delivery and customer satisfaction. Strong organizational and decision-making skills, fostering open communication and continuous feedback.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Support Queue Manager
Snowflake Inc.
09.2022 - 01.2026
- Assigned incidents across all business lines in Snowflake based on technical expertise, ensuring timely resolution.
- Identified outages and global incidents in real-time following product update releases.
- Prioritized incidents according to severity, impact, and criticality affecting user production.
- Handled escalations to restore customer trust and satisfaction.
- Recommended process enhancements in Snowflake support, improving SLA compliance and support efficiency.
- Coordinated with sales team, account managers, support engineers, and developers to develop optimal action plans for incident resolution.
- Prepared dashboards and reports for effective resource planning and workload forecasting.
- Facilitated smooth cross-region transitions for ongoing investigations and scheduled incident activities.
Assistant Manager of Operations
Concentrix Corp.
12.2017 - 09.2022
- Led resource planning and case assignment to enhance service delivery.
- Planned assignments of incoming cases based on resource availability and time zones.
- Optimized daily workloads according to expertise and team member availability.
- Maintained queue hygiene while tracking high-priority incidents and ongoing cases.
- Arranged resources for handovers at shift changes to ensure incident continuity.
- Coordinated with client management to align operations and streamline feedback processes.
- Trained team members to promote skill development and oversight.
Executive Representative
Minacs Ltd.
04.2014 - 10.2016
- Resolved customer issues with first-time resolution, addressing escalated matters from executives.
- Maintained daily targets while ensuring high standards of customer satisfaction.
- Implemented procedures to enhance service quality and swiftly resolve customer queries.
- Ensured consistent delivery quality and identified areas for process improvement.
- Oversaw full life cycle of forward shipment and functional breach team delivery process for all client orders, ensuring timely and accurate fulfillment.
- Compiled and updated daily, weekly, and monthly reports to support data-driven decision-making and strategic action plans.
- Provided training for new recruits on responsibilities and best practices.
- Escalated unresolved issues to Business Managers and courier partners.
Education
+2 - undefined
SAEC College
Class 10 - undefined
Air Force School
Skills
- Salesforce
- Power BI
- Analytical thinking
- Process Improvement
- Snowflake
- Reporting productivity
- Business analysis
- Process design
- Problem Identification
- Decision Making
- Query Resolution
- Issue escalation
- Effective Communication
- Organizational Skills
- Microsoft 365
Certification
Snow Pro core
Accomplishments
- Awarded as best performer twice for the quarter as an executive representative.
- Received multiple appreciations from customers as an executive representative.
- Awarded as best performer for a quarter three times as a duty manager.
- Received appreciations from clients' management and account managers.
Languages
Hindi
English
Hrj Id
445ee522-6f09-4d95-8115-58163f1db383
Personal Information
- Date of Birth: 09/26/93
- Gender: Male
- Nationality: Indian
- Marital Status: Single
Timeline
Senior Support Queue Manager
Snowflake Inc.
09.2022 - 01.2026
Assistant Manager of Operations
Concentrix Corp.
12.2017 - 09.2022
Executive Representative
Minacs Ltd.
04.2014 - 10.2016
+2 - undefined
SAEC College
Class 10 - undefined
Air Force School