Akhila Singa

• Led end-to-end client engagement for Microsoft Dynamics 365 CE and Power Platform, serving as the primary escalation point and improving critical-issue turnaround times by proactively driving resolution strategies.
• Conducted weekly triage and crisis-management meetings with global teams, improving SLA compliance and accelerating ticket prioritization and closure rates.
• Partnered with Microsoft product teams and support engineers to resolve complex technical challenges, contributing to smoother solution delivery and higher client satisfaction.
• Organized and delivered webinars, demos, and knowledge-sharing sessions on new Microsoft releases, strengthening client relationships and increasing product adoption.
• Championed customer success initiatives through monthly client connects, identifying risks early and reducing repeat escalations by driving proactive solutions.
• Mentored and coached team members on Microsoft tools, communication, and client-handling skills, resulting in improved team performance and higher quality of customer interactions.
• Created self-help documentation, process guides, and demo materials that reduced support dependencies and improved customer enablement.
• Participated in Microsoft Tech Talks and product forums to keep the team aligned with new features, compliance updates, and best practices.
• Led process-improvement initiatives that enhanced ticket-resolution efficiency and boosted customer satisfaction scores.

• Conducted periodic KYC reviews for UK commercial banking customers, assessing AML/CTF risks, and ensuring regulatory compliance.
• Performed negative news and risk screening using RDC, LexisNexis, World-Check, and open-source tools.
• Supported high- and medium-risk remediation projects, including enhanced file reviews for high-value customer profiles.

• Enhanced customer satisfaction by efficiently resolving technical issues and providing effective solutions.
• Provided timely responses to customer inquiries, ensuring a high level of client satisfaction and retention.
• Managed challenging customer situations with professionalism, demonstrating empathy while maintaining focus on finding solutions.

B.Tech Engineering in 2016 with 72%.