AKILESH KRISHNAPPA
Senior Manager 2 - Seller Experience
Bangalore
Summary
Senior Leader with 15+ years of experience across Training, Learning & Development, Process Excellence, Quality Assurance, Change Management, and Product Enablement within BPO and large-scale e-commerce ecosystems. Proven expertise in setting up scalable training and quality frameworks, driving process optimisation, enabling product launches, and leading cross-functional programs for seller and customer experience transformation.
Overview
19
19
years of professional experience
3
3
Certifications
Work History
Senior Manager 2 – Seller Experience
Flipkart (Marketplace)
01.2014 - Current
- Own end-to-end charters for Process Excellence, Training, Quality Assurance, Content, and Change Management within the Seller Experience domain.
- Led seller training, webinars, and L&D; ecosystem; established Seller Learning Centre and onboarded LMS platforms and digital learning courses.
- Set up and scaled training functions for multiple outsourced partners, optimising curriculum, training duration, and delivery models.
- Reduced training duration by 50% through e-learning, case-study-based learning, and Articulate-based modules, significantly lowering instructor-led sessions.
- Built and governed a team of 15+ in-house trainers and content specialists to manage partner training operations.
- Implemented LMS and TMS platforms, trainer evaluation frameworks, process knowledge tests, and SOP navigation through D-Tree solutions.
- Extended learning enablement programs for internal Flipkart Account Managers via structured learning portals.
- Promoted to Senior Manager I (2019): Led change management for all major product, process, and policy launches; acted as SPOC for org-wide seller experience launches and GTM coordination.
- Promoted to Senior Manager II (2022): Took ownership of Quality Assurance and Process Excellence charters.
- Custodian of 1,500+ SOPs; drove productivity optimisation, contact reduction, RPI, automation, and calling integration initiatives.
- Owned help centre, chatbot, and content optimisation initiatives to deflect seller contacts and improve self-serve adoption.
- Redesigned quality audit models aligned to business use cases; centralised audit data and reporting.
- Reduced QA operational cost by 50% while maintaining output quality; built compliance audit teams to eliminate unethical practices.
- Driving AI-based quality audit framework to achieve 100% audit coverage for voice interactions.
Specialist – Training
Aegis Ltd (Essar Group)
01.2011 - 01.2013
- Handled new hire training, project transitions, refresher programs, sales and soft skills training, training content development, reporting, and client reviews.
Process Trainer
Allsec Technologies Ltd
01.2010 - 01.2011
- Delivered new hire training, managed transitions, conducted refresher programs, and developed training modules and reports.
Process Trainer
Mphasis (An HP Company)
01.2007 - 01.2010
- Handled customer escalations, delivered new hire and soft skills training, and conducted performance improvement sessions.
Education
Post Graduate - Economics
Kuvempu University
PG Diploma - Human Resource Management
Kuvempu University
Skills
L&D strategies Compliance and quality standards Process optimization Product operations management Program coordination Change leadership Content strategy Automation techniques
Certification
PS1, PS2, Coach the Coach, Inside Selling Skills
Accomplishments
Flipkart Value Champion award 2024. One of the top most awards Flipkart
Timeline
Senior Manager 2 – Seller Experience
Flipkart (Marketplace)
01.2014 - Current
Specialist – Training
Aegis Ltd (Essar Group)
01.2011 - 01.2013
Process Trainer
Allsec Technologies Ltd
01.2010 - 01.2011
Process Trainer
Mphasis (An HP Company)
01.2007 - 01.2010
Post Graduate - Economics
Kuvempu University
PG Diploma - Human Resource Management
Kuvempu University