MS-Office
Akshay Anvekar
Senior Manager - Strategy & Operations
Bengaluru
Summary
Forward-thinking Senior Manager with extensive experience in Operations Excellence, managing teams of 70+ employees, including 4 direct reports. Skilled in optimizing processes, controlling costs, and enhancing Customer Experience. Proven ability to drive process efficiency, innovate, and manage risk and compliance effectively.
Overview
9
9
years of professional experience
Work History
Senior Manager - Strategy and Operations
Meesho
4 2021 - Current
- Developed and executed comprehensive support strategies and initiatives, aligning with company goals and objectives.
- Led, mentored, and managed three high-performing teams (Operations, WFM, Escalations) comprising 70+ members, with positive eNPS throughout my tenure.
- Managed multiple program areas in Customer/Supplier Service and Operations, tracking delivery against objectives and implementing improvements for service efficiency.
- Utilized data-driven insights for informed decision-making, resulting in higher returns on investments and reduced overall cost per contact.
- Directed cross-functional teams to achieve project milestones and deliver high-quality results.
- Managed escalations, ensuring swift and effective resolution of CEO and social media concerns.
- Orchestrated the scaling and effective management of outsourced centers, leading performance review meetings with vendors.
- Proactively conducted fraud analysis and risk management, collaborating with Trust & Safety teams and audit firms (EY, Deloitte, Kroll) to implement preventive measures such as RBAC policies and data science models.
- Conducted compliance audits to mitigate data leakage and fraud risks.
- Planned and forecasted volumes, aligning manpower resources for efficient operations.
- Led the onboarding process for new call center partners, scaling operations across various processes with over 3500+ contract employees.
- Owned core support KPIs, including CES, I/O, SSAT, NPS, and CPO.
Program Manager - User Experience
Meesho
11.2018 - 03.2021
- Managed critical programs related to User Experience to deliver best-in-class customer satisfaction.
- Collaborated with Business, Product, and Operations teams to establish policies and procedures, driving operational excellence and productivity improvements.
- Set up mechanisms to analyze and report business performance and identify product/process gaps, driving continuous improvement initiatives.
- Conducted deep dives into operational challenges faced by users, service partners, and operations teams, establishing processes to enhance execution rigor.
- Built the Kapture CRM tool from scratch, enhancing operational efficiency and user experience.
- Led fraud prevention initiatives, including implementing PII masking and logs tracking for critical data access.
- Implemented RBAC policy to ensure data security and risk management.
- Led the migration of the calling tool from Ozontel to Genesys, including CRM integration.
- Launched a "Call me back" process to eliminate wait times for inbound customer calls.
Team Manager - Support Operations
Glowroad
02.2018 - 10.2018
- Developed performance measurement strategies, identifying areas for improvement.
- Built the support process from scratch and assembled a team of 20 resources for effective operations.
CSA - Escalation Specialist
Voonik Technologies Pvt. Ltd
11.2015 - 02.2018
- Resolved escalated customer complaints professionally and efficiently, restoring client confidence in the brand.
Education
MBA -
NMIMS
Mumbai, India 04.2001 -
Bachelor of Commerce -
Gulbarga University
Gulbarga, India 04.2001 -
Skills
Operations Excellence
Program Management
Leadership & Team Management
Work force management
Risk Management & Compliance
Process Optimization & Efficiency
Strategic Planning & Execution
Data-Driven Decision Making
Cost Management
Vendor Management
Software
Coda
G-Suite
Freshdesk & Kapture
Atlassian jira & Asana
Languages
English
Hindi
Kannada
Konkani
Accomplishments
- Consistently achieved 80+ eNPS for 2 years, showcasing leadership excellence.
- Launched AI Chat Support, improving Customer Effort Score (CES) by 35%.
- Reduced Average Resolution Time (ART) for L2 support by 50% through operational optimization and SOP development.
- Decreased Average Handle Time (AHT) from 218 seconds to 185 seconds by implementing Kapture CRM.
- Cut support costs by 41% through contact reduction and AI chat implementation.
- Achieved a 52% reduction in CEO escalations by addressing upstream issues and support gaps.
- Successfully transitioned support to 100% outsourcing, enabling 24/7 support without additional cost.
- Led the seamless transition of support tools from Zendesk to Freshdesk to Kapture, ensuring minimal operational impact.
- Developed and launched an MPL (RNR) program for outsourced partners, enhancing CES and SSAT, and fostering a motivated workforce.
Interests
Cricket
Gadgets & New Tech
Rider & Trecker
Honors
- Awarded as Best Manager of the Quarter 2 times.
- Awarded as Employee of the Year.
- Best Individual Contributor Award for 4 Times.
- PEAK Manager Certified.
Timeline
Program Manager - User Experience
Meesho
11.2018 - 03.2021
Team Manager - Support Operations
Glowroad
02.2018 - 10.2018
CSA - Escalation Specialist
Voonik Technologies Pvt. Ltd
11.2015 - 02.2018
MBA -
NMIMS
04.2001 -
Bachelor of Commerce -
Gulbarga University
04.2001 -
Senior Manager - Strategy and Operations
Meesho
4 2021 - Current