Summary
Overview
Work History
Education
Skills
Timeline
Generic

Akhil Suresh

Product Specialist
Chennai,TN

Summary

To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.

Overview

9
9
years of professional experience
43
43
years of post-secondary education
4
4
Languages

Work History

Product Specialist

Freshworks
09.2023 - Current
  • Boosted customer retention by providing exceptional product support and addressing user concerns.
  • Assisted with demonstrations for Freshservice ITSM product to showcase functionality.
  • Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
  • Trained and mentored junior team members to strengthen their understanding of product and enhance overall team performance.

Risk Management Specialist

Amazon Ind Pvt Ltd
2 2021 - 9 2022
  • Developed measures to improve operational methods, team performance, quality standards, maintenance of Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) through effective team leadership
  • Took ownership of the process, analysed risk factors across the product, designed mitigation plans, managed development execution, documentation, and release planning
  • Successfully drove and implemented new features to support Amazon products on the eCommerce platform
  • Utilized strong organizational and project management skills to ensure timely product delivery
  • Initiated multiple projects in collaboration with cross-functional teams, technical and non-technical business owners for continuous improvement
  • Built roadmaps and actively assisted in the implementation of automation initiatives for Product development
  • Demonstrated the ability to analyze complex data, draw insights, and make data-driven decisions to improve product performance
  • Kept up-to-date with market trends to strategically position the product
  • Identified operational problems and implemented Root Cause Analysis (RCA) and corrective actions to remove process constraints and enhance process quality
  • Establish key performance indicators (KPIs) to measure product success and track relevant metrics
  • Analyze product performance data, user feedback, and market trends to identify opportunities for improvement and inform future product decisions
  • Effectively communicated with cross-functional teams, stakeholders, and customers
  • Participated in regular meetings with stakeholders to provide oversight and convey the product vision and strategy
  • Possessed a basic understanding of technology and software developments, facilitating effective communication with engineering teams
  • Prepare and present reports on risk assessments, mitigation efforts, and overall risk status to management and stakeholders
  • Collaborated with cross-functional teams through excellent documentation and communication
  • Instituted regular quality checks and implemented risk management strategies to maintain operational compliance.

Risk Management Coordinator

Amazon Ind Pvt Ltd
11.2019 - 01.2021
  • Proficient in driving solution and use case development with clients on Salesforce
  • Provided analytical support for new product development and program implementation
  • Identified potential risks and challenges in product development and created contingency plans to mitigate them
  • Prepared to adapt the product strategy based on changing market conditions and customer feedback
  • Planned and executed successful product launches, creating comprehensive go-to-market strategies in coordination with marketing and sales teams
  • Reviewed timely data related to risk events, incidents, and near-misses to identify patterns and trends
  • Used this information to enhance risk management strategies
  • Uncovered and managed customer risks related to customer outcomes, renewals, or customer satisfaction
  • Developed a clear and compelling product vision aligned with the company's overall strategy
  • Identified market opportunities, analyzed customer feedback, and conducted competitive research to define the product roadmap and long-term strategy
  • Helped enhance existing programs by conceptualizing, developing, and implementing strategic and value-adding components
  • Coordinated responses to risk events, incidents, and emergencies, ensuring timely resolution and preventive measures for the future
  • Evaluated and managed risks associated with third-party vendors, ensuring their compliance with risk management standards
  • Reviewed published content on the Amazon platform, and analyzed contracts and agreements to identify potential risks and ideal mitigation strategies.

Snr. Support Analyst, Kindle CS

Amazon Ind Pvt Ltd
04.2018 - 10.2019
  • Provided expert-level technical support to users and content creators facing challenges while using the publishing platform via calls and email channels
  • Troubleshot and resolved complex issues for publishers and escalated concerns promptly with little oversight
  • Demonstrated client handling skills to ensure successful Customer Satisfaction (CSAT) scores and customer satisfaction
  • Conducted in-depth root cause analysis for recurring problems and worked with the product and engineering teams to implement permanent solutions
  • Contributed to the maintenance and improvement of the platform's knowledge base, ensuring accurate and up-to-date information is available to users and support teams
  • Utilized a ticketing system to track customer requests and prioritized urgent needs
  • Assisted in creating user training materials and documentation to enhance users' understanding of the platform's features and functionalities
  • Gathered user feedback and insights from support interactions to provide valuable inputs for product enhancements and improvements
  • Communicated effectively with users, authors, and content creators, providing updates on reported issues and guiding them through problem resolution
  • Mentored and provided guidance to junior support analysts, helping them build their skills and knowledge in handling platform-related issues.

Snr. Process Associate

Interglobe Technologies
01.2016 - 12.2017
  • SME for IndiGo Airlines Getpacking Sales Team
  • Improved product support to meet month-end reporting objectives and deadlines
  • Partnered with cross-functional teams to enhance platform requirements on the IndiGo website
  • Processed ticket bookings and reservations for customers and travel agents, ensuring accuracy in the issuance of tickets and adherence to airline policies and fare rules
  • Stayed updated with knowledge of airline fare structures, promotions, and discounts to provide customers with the best available options and optimize revenue for the airline
  • Provided exceptional customer service by assisting customers with inquiries, changes, cancellations, and other ticketing-related issues via various communication channels, such as phone, email, and live chat
  • Handled payment transactions securely and accurately, ensuring compliance with payment processing standards and fraud prevention protocols
  • Troubleshot and resolved ticketing-related problems, including rebooking, schedule changes, and fare discrepancies in a timely and efficient manner
  • Ensured compliance with airline industry regulations, safety standards, and company policies during the ticketing and reservation process
  • Conducted quality checks on ticketing and reservation processes to ensure accuracy and minimize errors
  • Collaborated with airline staff and other departments, such as sales, operations, and customer service, to facilitate smooth operations and enhance the overall customer experience
  • Assisted in training and mentoring junior associates on airline ticketing procedures, customer service best practices, and system navigation
  • Generated and presented periodic reports on ticketing performance, booking trends, and customer feedback to management for analysis and decision-making.

Education

Bachelors in Engineering -

Vinayaka Mission University
Salem, TN

MBA - Project Management

Jain University
Bangalore
04.2001 -

Skills

Project and Risk Management Processes

Timeline

Product Specialist

Freshworks
09.2023 - Current

Risk Management Coordinator

Amazon Ind Pvt Ltd
11.2019 - 01.2021

Snr. Support Analyst, Kindle CS

Amazon Ind Pvt Ltd
04.2018 - 10.2019

Snr. Process Associate

Interglobe Technologies
01.2016 - 12.2017

MBA - Project Management

Jain University
04.2001 -

Risk Management Specialist

Amazon Ind Pvt Ltd
2 2021 - 9 2022

Bachelors in Engineering -

Vinayaka Mission University

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Akhil SureshProduct Specialist