Akshay Arland
Pune
Summary
Results-driven management professional with track record of optimizing team performance and driving business growth. Skilled in strategic planning, project management, and fostering collaborative environments. Known for adaptability and delivering consistent results in dynamic settings. Strong focus on leadership, problem-solving, and effective communication
Overview
14
14
years of professional experience
Work History
Associate Manager - Planning & Tracking Sales Ops
Persistent Systems
10.2022 - Current
- Led team to achieve project goals, ensuring objectives were met on time.
- Improved efficiency by optimizing workflow processes.
- Developed strategic plans for growth and success.
- Enhanced team collaboration with effective communication strategies.
- Coordinated with departments to streamline operations.
- Enhanced reporting systems with data-driven insights.
- Analyzed performance metrics to identify areas for improvement.
- Successfully managed multiple high-priority tasks simultaneously while maintaining strict deadlines ensuring optimal resource allocation.
- Led team meetings regularly to discuss progress updates, identify challenges or roadblocks, and provide guidance towards successful project completion.
- Improved client satisfaction by consistently delivering high-quality work on schedule.
- Supervised day-to-day operations to meet performance, quality and service expectations.
- Established team priorities, maintained schedules and monitored performance.
- Report creation and Analysis of P & L Report.
- Solid Understanding of how to effectively use and interact with various teams throughout the organization.
- Liaisoning with the Talent Acquisition team to conduct interviews for Talent hiring for various project in the business unit.
- Liaisoning with different Project Manager to Track Project Health, Risks and Metrics on Monthly basis to ensure delivery excellence parameters are met
- Project Management Skills to ensure the project runs smoothly.
- Tracking Hiring progress for multiple projects in the Business unit.
- Reporting and Analysis.
- Excel Report Automation using formula's and VBA to ensure quick and more reliable reporting
Sr.Consultant (Offshore Test Lead)
Capgemini
04.2019 - 10.2022
- Mentored junior consultants, helping them enhance their skills and contribute more effectively to projects.
- Developed innovative strategies to address complex business challenges, resulting in increased profitability for clients.
- Presented findings and recommendations to executive-level stakeholders, effectively communicating key insights and action plans.
- Evaluated existing business processes, recommending improvements that led to increased operational efficiency.
- Reviewed bug reports and error logs, translating data into digestible reports for senior leadership personnel.
- Reduced defects in production with thorough regression testing and identification of root causes.
- Collaborated with development teams to establish clear test objectives, ensuring alignment with project goals.
- Established a culture of continuous improvement within the testing team, fostering professional growth and skill development.
- Streamlined communication between testers and developers through detailed defect reporting and tracking systems.
- Maintained bug reporting system for logged faults, delegating issues to development personnel for remediation.
- Developed extensive documentation for various phases of the testing process, supporting efficient knowledge transfer among team members.
- Mentored junior team members by providing guidance on industry best practices and advanced testing techniques.
- Optimized software quality by overseeing comprehensive test plans and protocols.
- Ensured compliance with relevant industry standards by adhering to strict quality assurance guidelines throughout all stages of software development.
- Improved project delivery timelines by efficiently managing testing resources and schedules.
- Formulate and review software testing strategies.
- Manage software testing resources (Recruit, train, distribute and monitor)
- Review business and software requirements and provide inputs.
- Prepare and review test plans.
- Analyze test results and test metrics.
- Prepare, review, present test reports.
- Coordinate with other managers (Project Manager, Development Manager, Development leads, and SME’s) to ensure the highest level of software quality.
- Organizing and controlling the Testing process.
- Ensuring visibility, traceability, and control of testing process to deliver high-quality software.
- User stories Validation for Salesforce Quality Assurance Team.
- UAT Test case designing and execution for SIT, UAT and RPA Bot Testing
- Database Validation Testing
- Performing and leading the regression test team to perform and check regression test.
- Creating defects, executions suites on Qtest for Dev reviews and fixes.
- Manage the team’s performance based on the designed KPI’s.
- Defining Scope for Automation Team members for Automating test cases
- Leading the team to derive the desired results and meet client expectations.
- Generation Monthly performance review reports for the client and the internal management.
- Maintain and meet the defined Service Level Agreement (SLA).
- Regular meetings with the Onsite team to discuss updates.
- Daily Stand up with constructive weekly feedback 1 on 1 session for the team members
Sales Operation Analyst
Symantec Software Solutions Private Limited
02.2013 - 08.2018
- Enabled sales operations to run smoothly through effective management of department's workflows and processes.
- Developed organization systems for sales reports and financial records and strengthened operational traceability and operational efficiencies.
- Validate and process Symantec partner enrollments & Opportunities.
- Authenticate distributor activities as per policies and process accordingly for payments.
- Manage queries generated by Partners, sales representatives, distributors & internal stake holders on Salesforce NGSC (Next Generation Service Console).
- Provide regular reports and track changes/issues after partner re-tier on the Salesforce Portal.
- Quarter End support for updating Opportunity Registrations in Pipeline, Best case & Commit stages by ensuring exact PAL level and quotes.
- Account, Account owner and contact updates in Salesforce.
- Liaison with the IT team for resolution of issues.
- Performing UAT for Salesforce.
- Create, Maintain and clone standardized SFDC reports and dashboards.
- Regular weekly/bi-weekly/monthly calls with stake holders on updates / issues.
- Regular meetings with the offshore stake holders to discuss updates.
- Mass data upload to SFDC using Data loader, Mass account update, Mass Lead Update, Mass opportunity edits and updates, Mass Account user updates.
- Regression checks on leads, Failed lead uploads RCA.
- Liaison with the Marketing automation team to fixed lead upload failures.
- Salesforce Case management and Reporting
- Salesforce Case Hygiene reporting and Data Sanity
- Salesforce Dashboards and Reports for Management.
Sr. Technical Support Engineer
Mphasis An HP
06.2012 - 02.2013
- Worked closely with product management teams to identify potential areas for enhancement based on customer feedback and usage patterns observed during support engagements.
- Stayed current on industry trends, allowing for quick adaptation to emerging technologies and their associated challenges in supporting customers.
- Enhanced team efficiency by creating and maintaining comprehensive documentation of support procedures and best practices.
- Established a culture of continuous improvement within the support team by regularly soliciting feedback from colleagues and implementing their suggestions.
- Led a team of junior engineers, ensuring timely delivery of high-quality support services to clients.
- Increased customer satisfaction by efficiently resolving technical issues and providing exceptional support.
- Managed multiple project timelines simultaneously, ensuring all deliverables were met within established deadlines without sacrificing quality or customer satisfaction levels.
- Developed and implemented training materials for new hires, resulting in faster onboarding and increased productivity.
- Streamlined troubleshooting processes for improved issue resolution times and minimized downtime.
- Served as the primary point of contact for escalated issues, collaborating with cross-functional teams to achieve timely resolutions.
- Improved overall system stability by conducting thorough root cause analysis on recurring issues and implementing corrective actions.
- Performed root cause analysis of reported issues to enact corrections.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Documented faults and bugs for referral to development staff for use in updates.
- Diagnosed and troubleshot hardware, software and network issues.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Generated reports to track performance and analyze trends.
- Catered to the first assessment categorization and prioritization of reported Incident Requests and resolved them as per defined SLA’s.
- Accountable for Installation and troubleshooting of Right Fax, Roaming notes and PCOMM.
- Citrix installation including Citrix Web app and Client, Outlook and Lotus notes.
- Configuration, Blackberry device activation through web manager.
- Generating user profiles on windows operating systems.
- Microsoft Office installation and troubleshooting
- Found and resolved level 2 issues for various users.
- Executed the troubleshooting activity on NICE.
- Team Manager for the Remote Desktop management team.
Senior Customer Care Specialist
Convergys
11.2010 - 06.2012
- Facilitated conflict resolution between customers and company representatives, preserving relationships and promoting brand loyalty.
- Enhanced customer satisfaction by promptly addressing concerns and providing efficient solutions.
- Championed high standards of professionalism within the team, fostering a culture of excellence and accountability.
- Implemented new strategies to reduce average call handling time, contributing to overall efficiency.
- Boosted first-call resolution rates by implementing best practices informed by ongoing professional development activities.
- Collaborated with cross-functional teams to ensure seamless customer interactions across all touchpoints.
- Mentored junior team members in the nuances of superior customer care, bolstering their skills and confidence levels.
- Assisted in the development of departmental policies and procedures aimed at elevating overall service quality levels.
- Nurtured long-term client relationships by attentively listening to their needs and offering tailored recommendations for products or services.
- Responded to customer needs through competent customer service and prompt problem-solving.
- Investigated and resolved customer inquiries and complaints quickly.
- Logged call information and solutions provided into internal database.
- Followed up with customers about resolved issues to maintain high standards of customer service.
- Maintained up-to-date knowledge of product and service changes.
- Trained new personnel regarding company operations, policies and services.
- Supported newly hired colleagues to perform their designated roles and to achieve the desired goals provided by the program.
- Managed and supported Active OJT team for the project.
- Oversaw operation team for the project.
- Team leads for the on job training new hires providing them feedback and managing the KPI for 15 - 20 On Job Training colleagues.
Education
B.COM With Computer Applications - Computer Applications Development
GS College of Commerce And Economics
Jabalpur, IndiaSkills
- Team Management,Resource Allocation
- Project Management Coordination
- Sales Operation (COE)
- Client Communication Skills
- Effective Conflict Management
- Process improvement,Quality assurance,Strategic planning
- Data analysis
- Cross-functional collaboration
- KPI monitoring
- Financial reporting,Operations Management and Support, Presentations
- Decision-making,Customer service,Workload management
- Sales reporting
- Team leadership
- Project coordination
- Performance management
- Client relations
Languages
English
Bilingual or Proficient (C2)
Timeline
Associate Manager - Planning & Tracking Sales Ops
Persistent Systems
10.2022 - Current
Sr.Consultant (Offshore Test Lead)
Capgemini
04.2019 - 10.2022
Sales Operation Analyst
Symantec Software Solutions Private Limited
02.2013 - 08.2018
Sr. Technical Support Engineer
Mphasis An HP
06.2012 - 02.2013
Senior Customer Care Specialist
Convergys
11.2010 - 06.2012
B.COM With Computer Applications - Computer Applications Development
GS College of Commerce And Economics
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