Akshay Ashok Koul

Managed Voice and Messaging processes within the telecom sector, overseeing a span of 65 associates.

• Significantly improved team flexibility and resource utilization by implementing a cross-skilling program for Voice and Messaging platforms, enabling volume-based deployment.

💡 Process Optimization & Automation

• Drove process automation initiatives across the project to enhance associate efficiency and streamline workflows.

• Recommended and championed the implementation of Copilot automation in the messaging channel, resulting in improved quality of work and reduction in errors.

• Introduced automated call/chat note summaries to ensure comprehensive and accurate documentation was captured directly within system tools, minimizing manual effort for associates.

• In the messaging process, enhanced associate productivity and consistency by integrating Predefined Content (PDC) into the primary tool.

• Proactively prepared the entire team's workflow for scalable operations by integrating automation tools and training to benefit both the management and the frontline staff

• Interacted with customers, management, and sales team to ascertain customer needs and offer relevant solutions.
• Evaluated customer needs and feedback to drive product and service improvements.