Akshay Akash
Team Lead Customer Experience
Noida
Summary
A results-driven professional with a strong track record of leadership, team coordination, and customer satisfaction in dynamic, fast-paced environments. Expert in conflict resolution and enhancing customer experiences, with deep knowledge of email and SMS deliverability standards. Proficient in problem-solving and analysis, providing clients with support in automation workflows, troubleshooting API payloads, and resolving marketing platform-related issues. Highly skilled in contact management and segmentation to maximize marketing effectiveness. Demonstrated ability to identify customer journeys and product challenges, collaborating with Technical and Product teams to implement product improvements. Adaptable and committed to delivering exceptional service while enhancing operational efficiency.
Overview
8
8
years of professional experience
5
5
years of post-secondary education
7
7
Certifications
Work History
Customer Experience Team Lead
Brevo (formerly Sendinblue)
01.2023 - Current
- Identified challenges in the recruitment process and implemented necessary changes, expanding the team from 3 to 7 members.
- Trained team members on all Brevo features and internal processes, assessing their learning through shadowing sessions to gather feedback and highlight areas for improvement.
Monitored and supported the team in achieving key performance indicators (KPIs), including productivity, CSAT, QA, first response time, full resolution time, phone handle rate, and survey satisfaction rates. - Utilized tools like Zendesk Explore and Tableau to track performance trends and develop strategies for improvement.
Evaluated the quality of tickets on Klaus (a QA tool by Zendesk), scoring responses and providing feedback and recognition to team members. - Created Notion pages to document CX-related processes, directories, and other resources.
- Led the redesign of team meeting presentations, organized and conducted engaging learning sessions, and researched and developed training programs for the migration from Datadog to Metabase tools.
- Collaborated closely with the Product, Design, and Technical teams to share customer feedback and identify solutions for enhancing and improving the product experience..
- Analyzed payment failures for Indian clients, collating data on failed payments and identifying root causes due to RBI guidelines. Collaborated with the CFO to implement improved payment gateways that comply with regulatory requirements.
- Introduced Churn Management to the CX team by categorizing churn into three major areas, auditing support tickets, identifying improvement opportunities, and developing strategies to prevent churn while contributing to upselling efforts.
- Worked closely with the Customer Success Management (CSM) team to enhance collaboration between Customer Experience and Client Success teams for more efficient support.
- Collaborated with L&D, Ops teams, and colleagues from five global offices to strategize learning needs, manage data, and calibrate working methods.
Customer Experience Associate
Brevo (formerly Sendinblue)
10.2021 - 12.2022
- Provided exceptional customer support to Brevo clients, assisting with inquiries related to account setup, Email/SMS/WhatsApp deliverability, Payment Processing, Marketing Automation configurations, API calls, Webhooks, RSS integrations, and linking Brevo accounts to platforms like WordPress, WooCommerce, Shopify, and PrestaShop.
- Designed and conducted training sessions covering API fundamentals, marketing automation, and implementation of automation trackers via Restful and JavaScript methods.
- Developed internal Knowledge Base (IKB) articles to document various features available on Brevo's platform.
- Delivered tailored support to Enterprise and Mid-Market clients, focusing on Reseller and Corporate solutions.
Subject Matter Expert
Ienergizer
07.2018 - 07.2021
- Mentored new hires, resulting in stronger staff development and increased productivity.
- Rectified internal procedural errors and updated process DOPs.
- Supported staff with process oriented questions and conducted trainings to enhance quality of the team.
- Crafted training materials and ran on-boarding sessions to train incoming team members.
- Partnered with management to create, develop and implement quality initiatives, resulting in improving team's quality and providing quality customer support.
Customer Service Executive
Ienergizer
01.2017 - 04.2018
- Provided customer support to common and employee stock holders through emails.
- Managed transactions including purchases, sales, transfers and enrolling stock accounts to various plans offered by the company.
- Generated account, payments and annual purchase statements.
- Provided technical support to the customers related to the company's online portals.
Education
Intermediate - Science With 77.8% With PCM And Computer Science
Prabhat Senior Secondary Public School
Kanpur, India 04.2015 - 04.2016
Bachelor of Science - General Studies
Swami Vivekanand Subharti University
Meerut 04.2019 - 04.2022
High School - Passed Out With 9.0 CGPA
Prabhat Senior Secondary Public School
Kanpur, India 04.2013 - 04.2014
Skills
Team management
Coaching and mentoring
Problem-solving skills
Complaint resolution
Project management
Trend monitoring
Data management
Technical support
Strategy creation
Certification
Certification for Email Marketing by Sendinblue
Tools
Zendesk, Klaus, Tableau, JIRA, Mayday, Wordpress, Woocommerce, Zapier, RSS, Shopify, Datadog, Metabase, Grafana, Postman, Notion, Google Apps, Slack
Timeline
Conflict Resolution Skills
08-2024
Initiating and Planning Projects
08-2024
GDPR essentials
08-2023
Deliverability Skill Course
07-2023
Customer Experience Team Lead
Brevo (formerly Sendinblue)
01.2023 - Current
Customer Experience Associate
Brevo (formerly Sendinblue)
10.2021 - 12.2022
Certification for Email Marketing by Sendinblue
08-2021
Digital Marketing Automation from UDEMY
08-2021
Email Marketing
08-2021
Bachelor of Science - General Studies
Swami Vivekanand Subharti University
04.2019 - 04.2022
Subject Matter Expert
Ienergizer
07.2018 - 07.2021
Customer Service Executive
Ienergizer
01.2017 - 04.2018
Intermediate - Science With 77.8% With PCM And Computer Science
Prabhat Senior Secondary Public School
04.2015 - 04.2016
High School - Passed Out With 9.0 CGPA
Prabhat Senior Secondary Public School
04.2013 - 04.2014
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