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, TNMBA - Project Management
Jain University
Bangalore 04.2001 -
Skills
Project and Risk Management Processes
Customer Relationship Management
Product Training
Problem Management
Stakeholder Management
Team Engagement
Root Cause Analysis
Teamwork and Collaboration
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