Akhil Tiwari
Gurgaon
Summary
Dynamic Quality and Training Manager with over 10 years of experience in SaaS Sales, IT Technical Sales, and Customer Service. Proven expertise in driving process optimization, team development, and operational excellence across diverse markets, including the USA, APAC, and EMEA.
- Skilled in leading cross-functional teams, implementing quality assurance initiatives, and leveraging data-driven strategies to enhance business performance and customer satisfaction. Demonstrated success in revenue growth and market expansion for mid-size and enterprise accounts through strategic sales planning and process improvements.
- Proficient in KPI management, SOP development, and performance reporting to stakeholders. Hands-on experience in enhancing customer satisfaction, resolving escalated issues, and ensuring positive client engagement.
- Expert in training and coaching sales teams and customer service teams, conducting skill assessments, and developing productivity and profitability strategies. Adept at utilizing tools such as Salesforce, Zendesk, Microsoft Teams, and Gong for performance monitoring and continuous improvement.
- Experienced in leading change management initiatives and streamlining business processes to boost operational efficiency and reduce costs. Strong background in root cause analysis, standardizing operating procedures, and conducting in-depth process mapping.
- Successfully managed customer success programs that resulted in increased product adoption, client retention, and improved customer feedback. Committed to team development, mentoring, and implementing continuous improvement strategies across departments.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Assistant Manager Training & Quality
Concentrix India Services Pvt. Ltd.
Gurgaon
01.2024 - 07.2024
- Supervised day-to-day operations to meet performance, quality, and service expectations.
- Ensure adherence to KPI targets, prepare SOPs for new projects, and share performance reports with stakeholders.
- Develop, execute, and oversee a business strategy that prioritizes growth and positive client ratings.
- Train sales professionals and help improve their skills.
- Improved customer satisfaction by addressing and resolving complaints promptly.
- Developed strong working relationships with staff, fostering a positive work environment.
- Promoted teamwork within the workplace by encouraging collaboration among staff members on various project tasks.
- Collaborated with the management team to develop strategic plans for business growth and improvement.
- Promote the company's products or services to prospective clients.
- Interact with clients and respond to important inquiries about the company's products or services.
- Participate in collaborative business meetings to update key stakeholders.
- Provide continuous, constructive feedback to SDRs.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Identify knowledge gaps within the team and develop plans for filling them.
- Developed training materials and conducted seminars to ensure that all personnel understood and adhered to quality standards and parameters.
Customer Experience Specialist
HRBUZZ Staffing Solutions Pvt. Ltd.
Gurgaon
12.2022 - 01.2024
- Guided and motivated a dynamic team to deliver exceptional customer experiences, ensuring every interaction reflects the company's commitment to customer-centricity and excellence.
- Developed and implemented strategies to enhance the entire customer journey, from onboarding to ongoing support, ensuring a seamless and personalized experience at every touch point.
- Leveraged customer insights, feedback, and analytics to identify trends, anticipate needs, and drive strategic initiatives that improve overall customer satisfaction and retention.
- Worked closely with sales, product, and marketing teams to align customer experience strategies with business goals, ensuring a cohesive and unified approach to customer engagement.
- Managed escalated customer issues with empathy and efficiency, turning challenges into opportunities to strengthen customer relationships and enhance brand reputation.
- Led initiatives to continuously improve customer service processes and policies, fostering a culture of innovation and excellence within the team.
- Designed and executed customer success programs that proactively address customer needs, leading to increased product adoption, satisfaction, and retention.
- Provided ongoing training and development opportunities for the customer experience team, ensuring they were equipped with the skills and knowledge to deliver outstanding service.
- Monitored and reported on key performance indicators (KPIs) related to customer experience, using data to drive improvements and demonstrate the impact of customer experience initiatives.
- Established and maintained a robust feedback loop, ensuring that customer insights are regularly communicated to relevant teams, and that action is taken to address areas of improvement.
- Cultivated a human-centered approach to customer experience management, ensuring that empathy, understanding, and genuine care are at the heart of every customer interaction.
Quality Manager
CRCIT Infotech Pvt. Ltd.
New Delhi
08.2021 - 11.2022
- Analyzed and optimized workflows to enhance operational efficiency, ensuring seamless business operations and significant time savings across departments.
- Spearheaded change management efforts to successfully implement new processes and systems, fostering a positive adoption culture and minimizing resistance among employees.
- Provided coaching and mentorship in process improvement methodologies, change management, and performance measurement techniques, empowering teams to achieve excellence.
- Cultivated strong client partnerships, ensuring the delivery of high-quality services at competitive rates.
- Developed and rolled out standardized operating procedures (SOPs) across departments, increasing consistency, reducing errors, and enhancing overall productivity.
- Led in-depth investigations to identify and address underlying issues in existing workflows, implementing corrective actions that drove long-term improvements.
- Worked closely with cross-functional teams to design comprehensive process maps for critical business functions, enhancing transparency and fostering a shared understanding among stakeholders.
- Delivered training sessions on best practices in process management, equipping employees at all levels with the knowledge and skills necessary to maintain high standards of quality.
- Monitored budget allocations and expenditures with a keen eye, implementing strategies that effectively reduced operational costs without compromising quality.
- Analyzed customer and client feedback to identify opportunities for product and service improvements, ensuring that offerings consistently met or exceeded expectations.
- Conducted regular operational reviews, identifying areas for improvement and recommending enhancements to business systems and procedures to meet evolving demands.
- Created and implemented improvement plans that aligned with organizational goals, ensuring measurable progress and sustained success.
Sr. Quality Analyst/Quality & Training Manager
Sunrise Esupport Pvt. Ltd/Megicbyte IT Solutions LLP
Gurgaon
03.2016 - 07.2021
- Utilized data-driven analysis to provide actionable insights and recommendations to key stakeholders, significantly improving operational performance across departments.
- Spearheaded the development and execution of quality assurance strategies, enhancing client satisfaction and driving revenue growth in a competitive IT-BPO landscape.
- Collaborated with cross-functional teams to optimize sales processes, identified bottlenecks, and implemented data-driven solutions that improved operational efficiency.
- Fostered a culture of continuous improvement by mentoring team members and designing tailored training programs that aligned with evolving business needs.
- Conducted detailed analyses of key performance indicators (KPIs) to identify trends, inform strategic decisions, and support corrective actions for client growth.
- Led initiatives for organizational change, ensuring smooth transitions to new processes while maintaining high-quality standards across departments.
- Developed and implemented comprehensive Sales Control Plans, supervising technical teams to ensure outputs met or exceeded quality expectations.
- Engaged stakeholders through effective communication of complex technical data, ensuring alignment with business objectives and strategic goals.
- Conducted client surveys and feedback analysis to align IT-BPO services with customer expectations, enhancing product design and development.
- Monitored and recommended improvements to sales plans, helping the organization achieve key business objectives and sustain growth.
Quality Consultant
Hyper Quality/Mattsen Kumar
Gurgaon
09.2014 - 08.2015
- Enhanced supplier relationships by closely monitoring performance metrics, providing constructive feedback, and swiftly addressing any quality concerns, ensuring consistent service delivery across multiple lines of business (LOBs).
- Spearheaded company-wide quality improvement initiatives, driving conformance with industry standards, and elevating the organization's competitive positioning within the BPO market.
- Developed and implemented stringent quality control processes to ensure high service standards across all client interactions, including customer retention and escalated calls, leading to significant improvements in overall service quality.
- Fostered strong, positive relationships with new clients, contributing to customer base expansion and increasing client satisfaction through personalized and attentive service.
- Worked in close collaboration with marketing and sales teams to tailor interactions and communications, ensuring that every touchpoint reflected the brand's commitment to quality and customer satisfaction.
- Actively gathered and analyzed customer feedback and complaints, leading efforts to resolve issues promptly and improve client experience, thereby enhancing customer loyalty and retention.
- Developed and executed effective strategies aimed at reducing customer churn, increasing customer lifetime value, and ensuring long-term client satisfaction in a highly competitive BPO environment.
- Monitored key performance indicators (KPIs) to assess the success of customer retention efforts, using data-driven insights to refine strategies and improve outcomes.
- Regularly reviewed and analyzed customer retention reports, identifying trends and areas for improvement, and working proactively to address potential issues before they impact client satisfaction.
- Conducted thorough audits of customer interactions, including retention and escalation calls, across various LOBs to ensure adherence to quality standards, compliance guidelines, and client expectations.
- Identified recurring issues through call audits and client feedback, implementing corrective actions to prevent future occurrences and ensure continuous improvement in service quality.
Customer Service Specialist
Cyquator Media Services Pvt. Ltd.
Noida
12.2013 - 08.2014
- Handled escalated calls with composure, successfully resolving complex issues in a manner that balanced company policies with customer satisfaction, ensuring a positive resolution for both parties.
- Increased customer satisfaction by addressing and resolving issues promptly and professionally, ensuring a seamless and positive customer experience.
- Provided comprehensive coaching to new telephone agents on effective service techniques and assessed performance through a structured quality assurance program to foster skill development and high-quality service.
- Offered dedicated support to the OJT team, assisting with floor operations, and ensuring that new agents received the guidance and resources needed for successful performance.
- Managed special customer requests related to order deliveries and provided exceptional post-sales service, demonstrating a commitment to meeting unique client needs and enhancing overall satisfaction.
- Addressed customer queries efficiently over the phone and via email, utilizing strong communication skills to provide clear and accurate information and solutions.
- Effectively managed high call volumes while maintaining a courteous and professional demeanor, ensuring that each customer interaction was handled with care and attention.
- Established and nurtured trust with clients through clear communication, patience, and a thorough understanding of their unique challenges, offering tailored solutions that met their specific needs.
- Designed and implemented customer service training processes, contributing to the development of best practices and enhancing overall team performance and customer satisfaction.
- Promoted operational best practices to increase efficiency and team productivity, fostering an environment of continuous improvement and high performance.
Customer Service Executive
Aegis Limited
Lucknow
07.2011 - 05.2013
- Elevated customer satisfaction by promptly addressing inquiries and resolving issues, with a focus on providing a positive and efficient service experience.
- Managed a high volume of inbound calls while maintaining a professional demeanor, ensuring that each call was handled efficiently and issues were resolved promptly.
- Clearly described product and service details to customers, highlighting benefits and advantages to help them make informed decisions and improve their overall experience.
- Reduced average call time through effective problem-solving skills, balancing speed with quality to deliver exceptional service without compromising on accuracy or customer satisfaction.
- Provided accurate company information and policies to customers via phone, email, or online chat, ensuring that all inquiries were answered promptly and thoroughly.
- Delivered outstanding customer care by responding to requests, assisting with product selection, and managing ordering functions, contributing to a seamless and positive customer journey.
- Optimized customer support processes by establishing collaborative service environments and implementing targeted operational initiatives to enhance overall support efficiency.
- Trained staff in operating procedures and company services, equipping them with the knowledge and skills needed to provide high-quality customer service and adhere to company standards.
- Onboarded and trained new personnel on company operations, policies, and services, ensuring a smooth transition into their roles and a strong understanding of the company's customer service approach.
Education
MBA - Project Management
Jaipur National University
12.2021
Bachelor of Commerce - Business and Finance
Dr. Ram Manohar Lohia Avadh University
12.2013
Skills
- Quality Management
- Training and Development
- Leadership and Team Management
- Analytical Skills
- Process Improvement
- Data-Driven Decision Making
- Cross-functional Collaboration
- Compliance and Regulatory Knowledge
- Problem-Solving Abilities
- Customer Success Management
- Sales Training and Development
- Communication Skills
- Performance Metrics
- Negotiation
- Time Management
- Market Research and Analysis
- Client/Customer Relationship Management
- Strategic Planning and Execution
- Adaptability and Resilience
- Operations Management
- Product and Service Knowledge
- Employee Performance Evaluations
- Cost Reduction
- Team Motivation
- Customer Relationship Management (CRM)
- Project Management
- Sales monitoring
- Marketing tactics
- Product and service knowledge
- Employee performance evaluation
- Orientating and training
Certification
Six Sigma Black Belt, 03/01/2020
Timeline
Assistant Manager Training & Quality
Concentrix India Services Pvt. Ltd.
01.2024 - 07.2024
Customer Experience Specialist
HRBUZZ Staffing Solutions Pvt. Ltd.
12.2022 - 01.2024
Quality Manager
CRCIT Infotech Pvt. Ltd.
08.2021 - 11.2022
Sr. Quality Analyst/Quality & Training Manager
Sunrise Esupport Pvt. Ltd/Megicbyte IT Solutions LLP
03.2016 - 07.2021
Quality Consultant
Hyper Quality/Mattsen Kumar
09.2014 - 08.2015
Customer Service Specialist
Cyquator Media Services Pvt. Ltd.
12.2013 - 08.2014
Customer Service Executive
Aegis Limited
07.2011 - 05.2013
Six Sigma Black Belt, 03/01/2020
MBA - Project Management
Jaipur National University
Bachelor of Commerce - Business and Finance
Dr. Ram Manohar Lohia Avadh University
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