AKHIL M
Aluva
Summary
Results-driven customer service professional with 8 years of experience, including 2 years in subject matter expertise and team management. Demonstrated ability to enhance processes and elevate customer service standards through effective training sessions and team leadership. Skilled in auditing production quality, developing impactful training programs, and fostering performance improvements via coaching and mentorship. Seeking a team lead role to further leverage analytical skills and drive organizational success.
Overview
2025
2025
years of professional experience
Work History
Company Overview
Sutherland Global Services
Kochi
- Sutherland is a process transformation company with its digital backbone spans across 19 countries around the world. The company goes by "Easy is hard" approach, it takes ideas, design, technology, and talent to work hard behind the scenes to make it look effortless.
SME / Acting Team Lead
Sutherland Global Services
Kochi
03.2022 - Current
- Lead and manage team members, ensuring high performance and alignment with program goals
- Oversee daily operations, assign tasks, and provide guidance to team members
- Conduct performance evaluations and provide constructive feedback to enhance team productivity
- Collaborate with senior management to develop and implement strategic initiatives
- Resolve conflicts and address issues to maintain a positive work environment
- Quality check and serve as the primary point of contact for expertise in client related applications
- Conduct training sessions in collaboration with cross-functional teams to improve processes and workflows
- Align workforce with client demands and scheduling requirements.
Associate / Senior Associate - Customer Service Ph
Sutherland Global Services
Kochi
01.2017 - 02.2022
- Delivered exceptional customer support through calls and chats for diverse clients in Fortune 500 companies worldwide.
- Maintained high-quality calls and chats consistently meeting service standards.
- Kept current with relevant technologies and solutions for company products.
- Was assigned as spoke for a handful of client applications and hence took active sessions and carried out mentorship to mitigate process knowledge gap among other agents.
Education
B.Tech. -
Electrical & Electronics Engineering
05-2015
Skills
- Team Leadership and Management
- Performance Improvement Strategies
- Resolving Client Escalations
- Quality management
- Resource Planning and Scheduling
- Customer Service Excellence
- Interpersonal skills
- Guidance and Development
- Conflict Resolution
- Adaptability
- Coaching and mentoring
References
- Santhosh RajanSenior Accounts Manager, Sutherland Global Services
- Rakesh Kesavadas, Senior Associate MAnager,
Languages
- ENGLISH
- MALAYALAM
Accomplishments
- Recognized as the top Subject Matter Expert (SME) and Team Lead for multiple quarters over the past two years.
Timeline
SME / Acting Team Lead
Sutherland Global Services
03.2022 - Current
Associate / Senior Associate - Customer Service Ph
Sutherland Global Services
01.2017 - 02.2022
Company Overview
Sutherland Global Services
B.Tech. -
Electrical & Electronics Engineering
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