Summary
Overview
Work History
Education
Skills
Websites
Affiliations
Language
References
Timeline
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Akhil J

Akhil J

Bangalore

Summary

  • Results-driven and versatile sales and operations lead with over 7 years of experience in customer acquisition, team management, customer support, and returns handling.
  • Proven track record in setting up scalable systems from scratch, leading high-performing teams, and driving strategic initiatives.
  • Demonstrated excellence in buyer onboarding, churn conversion, customer satisfaction, and process optimization.

Overview

8
8
years of professional experience

Work History

Technical Program Manager

Udaan
Bangalore
04.2025 - Current
  • Managing tech feature requests for GTM, Buyer app, and Pricing teams, ensuring timely feature deployment within scheduled TAT.

Customer Support Program Lead

Udaan
Bangalore
07.2023 - 03.2025
  • Built and led the ECT team (new CS team of Udaan) from the ground up
  • Hired and trained a high-performing team of 36 agents including 3 team leads
  • Designed and implemented processes for customer support, returns, refunds, social media handling, and critical email support
  • Improved CSAT scores from 40% to 80% via structured quality audits
  • Developed performance-based variable pay model and ensured low attrition.

Customer Acquisition Lead

Udaan
10.2020 - 06.2023
  • Managed buyer onboarding across Trivandrum, Cochin, and Calicut
  • Built local on-ground teams and drove customer retention through churn conversion campaigns
  • Contributed significantly to Udaan’s Kerala market expansion.

Customer Acquisition Manager

LIT Technologies
Trivandrum
01.2018 - 09.2020
  • Acquired 3,500+ customers across Trivandrum district
  • Built a 5-member acquisition team and developed an internal customer onboarding and tracking app using AppSheet
  • Recognized as Best Performer multiple times
  • Personally onboarded 500+ stores.

Education

MBA - Marketing Management

Annamalai University
Tamil Nadu
05-2021

Bachelor's Degree - Sociology

Annamalai University
Tamil Nadu
05-2018

Skills

  • Sales strategy and customer acquisition
  • Team building and management
  • Customer support and retention
  • Process design and quality assurance
  • Return and refund management
  • Performance incentive structuring
  • Data-driven decision making
  • App-based Field Ops Management

Affiliations

· Built customer acquisition systems from scratch across 3 cities.

· Achieved 80% CSAT while scaling a 36-member support team.

· Successfully transitioned from field sales to program leadership.

· Recognized as a top performer across roles.

Language

· English (Fluent)

· Malayalam (Fluent)

· Hindi (Basic)

· Tamil (Basic)

References

References available upon request.

Timeline

Technical Program Manager

Udaan
04.2025 - Current

Customer Support Program Lead

Udaan
07.2023 - 03.2025

Customer Acquisition Lead

Udaan
10.2020 - 06.2023

Customer Acquisition Manager

LIT Technologies
01.2018 - 09.2020

MBA - Marketing Management

Annamalai University

Bachelor's Degree - Sociology

Annamalai University

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Akhil J