MS office
Akash Deep Verma
Service Delivery Leader
Noida
Summary
Forward-thinking Operations Specialist bringing 15 years of expertise in Customer Service for ITES & KPO sector businesses. Cultivates rapport with individuals to optimize project goals and output, resolve complex problems and deliver innovative improvement strategies. Proficient in MS Office, SAP & Powered BI.
Overview
14
14
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
Service Delivery Leader
Ienergizer IT Services Private Limited
Noida
02.2018 - 06.2021
- Managed process KPI’s & KRA’s shared by client
- Managed Technical & Non-Technical Customer support for Samsung India Electronics limited
- Presented Monthly, Quarterly & Yearly business reviews with clients
- Coordinated with Management & Clients for improving the customer satisfaction
- Managed overall process billing with support and followed up with client
- Managed process inventory and assured zero deviation
- Reviewed Man-power planning fortnightly and discuss with process VP
- Interaction with cross functional teams HR & Training for smooth transition
- Conducted regular reviews of operations and identified areas for improvement.
- End to End Escalation Management and ensuring system/process in place
- Evaluated staff performance and provided coaching to address inefficiencies.
- Developed effective improvement plans in alignment with goals and specifications.
- Helped meet changing demands by recommending improvements to business systems or procedures.
Sr. Executive
Samsung India Electronics Limited
Gurugram
01.2015 - 01.2018
- Managed PAN India Service partners performance from Head office
- Daily performance of PAN India Samsung partners and sharing with the Management
- Ensured daily closure of Repair Pending Calls and maintain the TAT
- Ensure to achieve the daily target of Pending calls & Daily audit of Abnormal call closure by partners
- Planning of expansion of new service partners wherever required
- Sharing Network expansion planning with Management as per call volume forecast
- Coordination with other departments for efficient closure of pending calls
- Weekly & Monthly Business reviews and discuss with Management
- Mapping of PAN India pin codes in system to allocate to the nearby partner
- Managed a team of Service Monitoring at CCC of 20 resources
- Clarified roles, responsibilities and expectations of staff.
Project Manager
Property Guru Pvt. Ltd
Noida
09.2014 - 01.2015
- Specializes in the services of marketing, buying and selling of properties with an aim of customer satisfaction
- Rendering best opportunities for all clients & investors
- Managed branch & generating the revenue via selling residential & Commercial properties
- Generated business to met the target of branch
- Corporate meetings with PSU’s & MNC’s to get the tie-ups for corporate bookings
- Made strategies to increase the revenue along with customer satisfaction
- Provided property solutions to customer as per their requirements
- Managed more than 50 staff which includes Team Leaders & ASMs
- Prepared Monthly billing of the branch
- Prepared daily sales report and share with VP on weekly basis
Operations Manager
Ienergizer IT Services Private Limited
Noida
06.2011 - 09.2014
- Managed multiple domains (Inbound, Outbound & Backend operations) of Customer Service operations for Samsung India Electronics Limited.
- Maintained SLA's, AHT & C-Sat of the process
- Achieved Outbound targets shared as per SLA's
- Prepared Monthly Process billing and following up with clients
- Presented Monthly Business Reviews with clients
- Assisted in recruiting, hiring and training of team members
- Monitored daily performance reports and closes the issues
- BQ Management of bottom quartile resources for overall process improvement
- Identified gaps in teams and bridge the gaps through constructive feedback
- Live call monitoring & providing feedback and coaching on regular basis to improve teams productivity and quality
- Ensured strict adherence of company policies and procedural guidelines
Assistant Manager
Kankei Relationship & Marketing Services
Delhi
11.2007 - 06.2011
- Processes Managed: Nirula’s, ICICI Prudential, IGL, Mail Today, India Today & Airtel Broadband
- Analysis composite data to improve process level productivity
- BQ Management of bottom quartile resources for overall process improvement
- Identify gaps in teams and bridge the gaps through constructive feedback
- Attendance management of the team
- Maintain the SL, AHT & C-sat of the process
- Coordinating with team leader & support function to ensure smooth operation functioning
- Worked as a backup RTA (Real Time Analysts) to ensure process SL & AL targets are met interval wise
- Controlling Shrinkage and Attrition in order to provide the required manpower to the process
- Live call monitoring & providing feedback and coaching on regular basis to improve teams productivity and quality
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Ensure strict adherence of company policies and procedural guidelines
- Hiring of new resources for the processes
- Weekly/Monthly Review with the Operation Manager
- Generate MIS on various defined parameters & reporting the same to Operation Manager
Education
Bachelor of Commerce - Accounting And Business Management
Dr. Bhim Rao Ambedkar University
Aligarh 07.2004 - 06.2007
Skills
Interpersonal Communication
Accomplishments
- LTP (Long Term Pending Calls)
- STDB (Service Tracking Dashboard)
- PSIP Project (Part Supply Innovation Process)
Rewarded by CEO for Best Performer of the year in 2013 with Ienergizer IT Services Pvt. Ltd.
Successfully completed projects & rewarded by Samsung Senior Management
Additional Information
Believe in positive thinking and look at the thinks from all aspects. Believe in making changes, of thinks are not in favor or result oriented.
Software
SAP
GCIC
Samsung Knox
Certification
Advance Lean Six Sigma Yellow Belt
Rewarded Best Performer of the year by Ienergizer IT Services CEO
Great achievement and motivated me to work hard.
Timeline
Advance Lean Six Sigma Yellow Belt
11-2022
Service Delivery Leader
Ienergizer IT Services Private Limited
02.2018 - 06.2021
Sr. Executive
Samsung India Electronics Limited
01.2015 - 01.2018
Project Manager
Property Guru Pvt. Ltd
09.2014 - 01.2015
Operations Manager
Ienergizer IT Services Private Limited
06.2011 - 09.2014
Assistant Manager
Kankei Relationship & Marketing Services
11.2007 - 06.2011
Bachelor of Commerce - Accounting And Business Management
Dr. Bhim Rao Ambedkar University
07.2004 - 06.2007
Similar Profiles
AMIT AGRAWALAMIT AGRAWAL
Senior Team Leader at IENERGIZER IT SERVICES PRIVATE LIMITEDSenior Team Leader at IENERGIZER IT SERVICES PRIVATE LIMITED
Himanshu BairagiHimanshu Bairagi
MIS Executive at Ienergizer It Services Private LimitedMIS Executive at Ienergizer It Services Private Limited
Tarang KulshresthaTarang Kulshrestha
Senior Executive Customer Service at Ienergizer IT Services Private LimitedSenior Executive Customer Service at Ienergizer IT Services Private Limited