Akhil Patil
Dombivali
Summary
Dynamic professional with a proven track record at Sutherland Global Services, excelling in account management and customer support. Leveraged technical expertise and strong problem resolution skills to enhance customer satisfaction and reduce churn by 15%. Committed to operational excellence and effective team collaboration, ensuring compliance and efficiency in all processes.
Overview
3
3
Languages
12
12
years of professional experience
Work History
Senior Associate Account Management
Sutherland Global Services
Navi Mumbai
03.2017 - 07.2026
- Led high-volume B2B technical support for US accounts and managed customer support for B2C global operations.
- Resolved customer inquiries promptly while adhering to service level agreements, enhancing satisfaction.
- Identified and executed retention strategies during daily interactions, reducing churn by 15%.
- Maintained comprehensive product knowledge to efficiently address customer questions.
- Diffused tense situations calmly and professionally, ensuring effective problem resolution.
- Exceeded operational metrics including CSAT, AHT, FCR, and RCR, improving customer experience.
- Documented customer correspondence in CRM to track requests and solutions.
- Collaborated with departments to resolve complex issues, aligning solutions with customer needs.
SENIOR ASSOCIATE MEDICAL BILLING
Wipro Limited
Navi Mumbai
10.2014 - 03.2017
- Managed healthcare billing, claim submission, and review processes for hospitals, clinics, and medical providers.
- Ensured accuracy and compliance with HIPAA regulations in handling sensitive patient and billing information, protecting patient privacy and data integrity.
- Achieved Service Level Agreement (SLA) targets by maintaining high standards of productivity, accuracy, and timely processing, contributing to operational efficiency.
Education
Bachelor of Commerce -
University of Mumbai
Mumbai05-2026
HSC -
Higher Secondary Education
Mumbai06-2006
SSC -
State Board Maharashtra Secondary School Certificate
Mumbai06-2004
Skills
- Account management
- Customer service and support
- CRM software proficiency
- Technical support
- Product knowledge
- Problem resolution
- Issue resolution
- Escalation management
- Technical assistance
- System optimization
- Incident management
- Team collaboration
- Customer feedback
- Creative problem solving
- Communication skills
Accomplishments
- Recognized for Best Consultant on One Stop.
- Promoted to the next level as a Senior Associate role.
- Recognized for Best CSR2 Runner-Up Q4 2022.
- Received the Sutherland Champion Award for 100% focus on results for FY 26.
Websites And Social Links - Linkedin
www.linkedin.com/in/akhil-patil-37949789
Hobbies and Interests
- Prompt engineering
- Traveling
- Listening Music
Languages
English
Advanced (C1)
C1
Marathi
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Personal Information
- Date of Birth: 8th December 1988
- Last Working Date with Previous Organization: 17th July 2026
Timeline
Senior Associate Account Management
Sutherland Global Services
03.2017 - 07.2026
SENIOR ASSOCIATE MEDICAL BILLING
Wipro Limited
10.2014 - 03.2017
Bachelor of Commerce -
University of Mumbai
HSC -
Higher Secondary Education
SSC -
State Board Maharashtra Secondary School Certificate