Akhil Tiwari

Reason for Leaving -: Process Transferred/Ramp Down from Gurgaon, India.

Worked For Client-: LinkedIn B2B

Market-: EMEA, NAMER & APAC [SMB Account, Mid-Size Account]

Responsibilities-:

• Supervised day-to-day operations to meet performance, quality and service expectations.
• Managed team of 40 employees and ensure adherence to KPI targets, prepare SOPs for new projects, and share performance reports with stakeholders.
• Develop, execute, and oversee 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 positive work environment.
• Promoted teamwork within workplace by encouraging collaboration among staff members on various projects-tasks.
• Collaborated with management team to develop strategic plans for business growth and improvement.
• Promote company's products or services to prospective clients.
• Interact with clients and respond to important inquiries about company's products or services.
• Participate in collaborative business meetings to update key stakeholders.
• Provide continuous, constructive feedback to SDR's.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Developed strategy to increase sales and drive profits.
• Identify knowledge gaps within team and develop plans for filling them.

Reason For Leaving-: Career advancement & Professional development.

Worked For Client-: Southern Cross Protection (Australia) Target.

Market-: New Zealand & Australia.

Responsibilities-:

• Streamlined internal processes for more efficient issue resolution, reducing overall case volume while maintaining high-quality service levels.
• Established cross-functional teams for improved communication between departments and better customer experiences.
• Enhanced client & customer satisfaction by implementing streamlined feedback system, which increased client satisfaction by 22%
• Devised content strategy to effectively engage target audiences.
• Secured long-term accounts by recommending strategies to promote brand effectiveness and highlight product benefits.
• Established, initiated and optimized business development strategies based on company targets, product specifications, market data, and budget factors.
• Onboarding and training new quality control team members & customer service team.

Reason For Leaving-: Laid Off

Process-: SaaS Sale/IT Sale

Market-: U.S.A, Canada, U.K, New Zealand & Australia [Mid-size Account & Enterprise Account]

Responsibilities-:

• Streamlining business processes through meticulous workflow analysis and strategic improvements.
• Managed team of 20 sales associates, 3 team leads and achieved 12% increase in sales revenue through strategic client acquisition and retention initiatives.
• Led change management initiatives to support successful adoption of new processes and systems, minimizing employee resistance and maximizing return on investment.
• Coached and mentored Quality & Sales team in areas such as process improvement methodologies, change management, and performance measurement techniques.
• Managed vendor relationships effectively, ensuring high-quality service delivery at competitive prices.
• Increased efficiency by developing and implementing standardized operating procedures across departments.
• Conducted rigorous root-cause analysis investigations to identify underlying issues in existing workflows and recommend corrective actions.
• Collaborated with cross-functional teams to design end-to-end process maps for critical business functions, increasing transparency and understanding among stakeholders.
• Facilitated training sessions on best practices in process management for employees at various levels within organization.
• Reduced operational costs with careful monitoring of budget allocations and expenses.
• Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
• Evaluated customer & client needs and feedback to drive product and service improvements.
• Conducted regular reviews of operations and identified areas for improvement.
• Helped meet changing demands by recommending improvements to business systems or procedures.
• Developed effective improvement plans in alignment with goals and specifications.

Reason For Leaving-: Different work environment & Career advancement.

Process-: Technical Sale/IT Sale.

Market-: U.S.A, New Zealand & Australia [SMB Account & Mid-size Account]

Responsibilities-:

• Enhanced operational performance with data-driven analysis and recommendations for key stakeholders.
• Improved process efficiency by identifying bottlenecks and implementing targeted solutions.
• Effectively led and managed team of 40 employees, achieving 15% increase in sales performance.
• Led initiatives to drive change management, successfully driving adoption of new processes throughout organization.
• Facilitated process mapping sessions to gain insights into existing workflows, ultimately redesigning them for optimal performance.
• Developed customized training programs to elevate employee skills and drive continuous improvement culture.
• Conducted root cause analysis of recurring issues, implementing corrective actions to prevent future occurrences effectively.
• Improved efficiency and effectiveness of performance and management of processes across departments.
• Evaluated corporate business processes to align outcomes with strategic goals and corporate vision.
• Conducted regular reviews of operations and identified areas for improvement.
• Developed and deployed Sales control plans and Supervised sales and technicians to ensure final output was satisfactory.
• Delivered business strategy and developed systems and procedures to improve operational quality and team efficiency.
• Applied performance data to evaluate and improve operations, target current business conditions, and forecast needs.
• Monitor and recommend improvement to sales plans to achieve all key business objectives.

Reason For Leaving-: Professional development & Better compensation.

Process-: Technical Sale

Market-: U.S.A, Canada, New Zealand & Australia

Responsibilities-:

• Managed stakeholder expectations through transparent communication and timely status updates, ensuring alignment between project deliverables and business objectives.
• Facilitated requirement gathering workshops, resulting in clear project objectives and deliverables.
• Managed team of 30 associates and achieved 25% increase in sales revenue through strategic client acquisition and retention initiatives.
• Collaborated with cross-functional teams, ensuring cohesive approach to business analysis.
• Implemented Agile methodologies within project teams, increasing overall adaptability and responsiveness.
• Planned and executed new strategies to increase sales.
• Developed team communications and information for meetings.
• Rejected defective areas and approved correct areas & skills.
• Mentored and encouraged employees to strive for excellence while fostering professional growth.
• Prioritization of business, strategic, and financial assessment through data.
• Monitor KPIs daily and raise alarm for instances that are slowing down client growth.
• Supported leadership team with reporting, analysis, and business presentations to inform divisional strategies.
• Enhanced stakeholder engagement through effective communication of complex data and insights.
• Directed business analysts in executing and delivering various tactical and strategic plans.
• Analyzed key aspects of business to evaluate factors driving results and summarized into presentations.
• Surveyed clients to ascertain requirements and expectations for services.

Reason For Leaving-: Family circumstances/Personal Issues .

Client/Process-: Roger's [Canadian Process]

Responsibilities-:

• Optimized supplier relationships by closely monitoring their performance, providing feedback, and addressing any quality concerns promptly.
• Led company-wide initiatives aimed at improving overall conformance rates with industry standards, resulting in enhanced competitive positioning within marketplace.
• Successfully managed up to 60 audits daily, encompassing short, long, complaint, and retention calls, ensuring high standards of quality and efficiency.
• Improved service quality by implementing and monitoring rigorous quality control processes.
• Create positive relationships with new clients to help build customer base.
• Collaborate with marketing and sales teams to personalize marketing and sales interactions.
• Gathering information from customer feedback and complaints and working to resolve them.
• Developing strategies to reduce churn and increase customer lifetime value.
• Measuring KPIs to gauge success of retention efforts.
• Monitoring and analyzing customer/client retention through reports.

Reason For Leaving-: Career advancement & Professional development.

Process-: Dish Tv In-House.

Responsibilities-:

• Handled escalated calls calmly, finding resolutions that satisfied both company and customer's needs.
• Successfully managed workload of 80 customer calls daily, encompassing short calls, long calls, complaints, renewals, and retention inquiries, ensuring efficiency and excellence in service delivery.
• Enhanced customer satisfaction by resolving issues promptly and professionally.
• Coached new telephone agents on service techniques and provided scoring through quality assurance program.
• Provided floor support for On-the-Job Training (OJT) teams, ensuring effective guidance and seamless operations.
• Handled all special customer requests relating to order deliveries and provided adequate post-sales service.
• Resolved customer queries over phone and by email.
• Managed high call volume while maintaining courteous and professional demeanor.
• Established trust with clients through clear communication, patience, and understanding their unique challenges fully before offering solutions tailored to their needs.
• Implemented and developed customer service training processes.
• Increased efficiency and team productivity by promoting operational best practices.

Reason For Leaving-: Professional development & Better benefits.

Process-: Airtel Digital Tv Premium Support.

Responsibilities-:

• Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
• Managed high volume of inbound calls while maintaining professional demeanor and ensuring timely resolution of issues.
• Described product and service details to customers to provide information on benefits and advantages.
• Managed high-volume workload of 120 to 150 customer calls daily, handling diverse range including short calls, long calls, complaints, renewals, and retention inquiries with efficiency and excellence.
• Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
• Provided company information and policies to customers upon inquiry and answered questions via phone, email, or online chat.
• Provided excellent customer care by responding to requests, assisting with product selection and handling ordering functions.
• Optimized customer support by establishing collaborative service environments through targeted operational initiatives.
• Trained staff on operating procedures and company services.
• Trained new personnel regarding company operations, policies and services.