Akshay Gandhi
Summary
Results-driven operations leader with a proven track record of effectively managing high-performing teams and consistently driving customer satisfaction through organized practices and innovative solutions. Highly adaptable professional with expertise in process implementation, risk management, data analysis, and cross-functional coordination. Passionate about delivering exceptional customer experiences and motivating teams towards operational excellence. Seeking roles in Operations Management or Team Leadership to leverage skills in optimizing processes, leading teams, and driving data-driven decision making for continued success.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Team Lead
Revolut
04.2024 - Current
- Overseeing a team of 15 members, offering guidance, and supporting individual growth through training and performance evaluations
- Ensured team goals align with company targets, maintaining high performance through KPI monitoring and improvement
- Worked closely with other departments to resolve complex issues, implement process improvements, and provide insights on product or service updates
- Ensured high-quality customer service, addressed escalations, and enhanced customer satisfaction
- Implemented company strategies at the team level, coordinating projects aimed at efficiency and customer satisfaction
- Devised and implemented processes and procedures to streamline operations.
- Optimized customer experience by delivering superior services and effectively troubleshooting issues.
Support Specialist
Revolut
06.2023 - 03.2024
- Company Overview: Remote customer support operations in the London Area, United Kingdom
- Delivered customer support via in-app live chat and phone to customers across Europe, Australia, and the USA, achieving a 98% satisfaction score
- Handled transfers and wealth & trading issues, ensuring compliance with regulations
- Remote customer support operations in the London Area, United Kingdom
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
MHLS Sr. Associate
Amazon
10.2021 - 05.2023
- Company Overview: Bengaluru, Karnataka, India, providing HR services
- Managed 50+ inbound HR queries per day, achieving a 95% resolution rate within SLA
- Provided HR services to North American employees, acting as the first point of contact for HR-related queries
- Took ownership of query resolution, maintaining data privacy and service level targets
- Worked on tools like salesforce and ADP payroll
Teammate & Acting Subject Matter Expert (SME)
TaskUs
01.2021 - 10.2021
- Assisted in attendance tracking, performance management, and mentoring new joiners, resulting in a 20% improvement in team productivity
- Monitored calls and provided coaching to improve performance, consistently achieving top KPI scores
Duty Manager
Radisson Hotel Group
09.2020 - 10.2020
- Managed front-office operations and mentored new employees as part of the pre-opening team
- Prepared reports for strategic planning and ensured accurate billing reconciliation
- Implemented new procedures to optimize workflow efficiency within the front desk team.
Duty Manager
Novotel Hotels
09.2018 - 03.2020
- Led the front-office team, organized training sessions, and set ambitious targets to enhance customer service ratings
- Managed guest experiences and created schedules for 40+ employees
- Enhanced team performance by providing ongoing coaching, feedback, and training opportunities for staff members.
- Handled escalated customer issues with diplomacy, ensuring satisfactory resolution while preserving long-term client relationships.
Front Office Team Leader
Hyatt Regency
08.2017 - 08.2018
- Managed front desk operations, processed check-ins and check-outs, and trained associates for improved performance with daily volumes of 200 guests
- Handled guest complaints effectively, maintaining high satisfaction scores
- Optimized staff scheduling to ensure adequate coverage during peak hours without exceeding budget limitations.
- Managed room inventory effectively, maximizing occupancy rates while minimizing overbooking situations.
Front Desk Officer
Hyatt Regency
04.2015 - 08.2017
- Managed reservations, handled billing and foreign currency exchange transactions, and enhanced guest satisfaction
- Mumbai, Maharashtra, India, part of the hospitality industry
- Provided personalized recommendations for local attractions, restaurants, and activities based on guest preferences.
- Enhanced guest satisfaction by efficiently managing front desk operations and addressing inquiries in a timely manner.
Guest Service Coordinator
ITC Hotels
06.2014 - 09.2014
- Provided front-desk support, managed inquiries, and coordinated with the team to ensure guest needs were met
- Booked appointments, accepted payments and answered guest questions.
- Maintained detailed records of guest preferences, enabling tailored services during return visits.
Industrial Trainee
Taj Hotels
04.2012 - 09.2012
- Received training across multiple departments, including Front Office, Food & Beverages, Housekeeping, and Food Production
- Worked closely with industrial professionals to expand upon acquired training with practical knowledge.
Education
Bachelor of Science - Hospitality Studies and Catering Technology
University of Mumbai
Mumbai, India01.2014
Higher Secondary School - Business/Commerce
University of Mumbai
Mumbai01.2011
Skills
- Data Analysis (Metabase, Looker)
- Operational Excellence
- Performance Management
- Leadership and People Management
- Process Improvement and Project Development
- Customer Satisfaction and Complaint Resolution
- Cross-Functional Coordination
- Emotional Intelligence
- Operations Management
- Risk Management
- Inbound & Outbound Communication
Certification
- Risk Management Certification
- Project Management - Basic Certification
- Looker - Basic Certification
Languages
English
Hindi
Marathi
Awards
- Master Blaster Award at Amazon: Achieved top rank in Q1, Q2, and Q3 2022.
- Best Quality Expert at Revolut: Won the award for achieving an outstanding score in Q1 2024.
- Guest Ambassador Award at Novotel Mumbai Juhu Beach: Earned highest recognition on TripAdvisor and TrustYou in 2018 and 2019.
- Highest Incremental Revenue Up-Seller at Hyatt Regency Mumbai in 2014-2015.
- Consistently awarded Best Employee of the Month for 12 consecutive months at Hyatt.
Timeline
Operations Team Lead
Revolut
04.2024 - Current
Support Specialist
Revolut
06.2023 - 03.2024
MHLS Sr. Associate
Amazon
10.2021 - 05.2023
Teammate & Acting Subject Matter Expert (SME)
TaskUs
01.2021 - 10.2021
Duty Manager
Radisson Hotel Group
09.2020 - 10.2020
Duty Manager
Novotel Hotels
09.2018 - 03.2020
Front Office Team Leader
Hyatt Regency
08.2017 - 08.2018
Front Desk Officer
Hyatt Regency
04.2015 - 08.2017
Guest Service Coordinator
ITC Hotels
06.2014 - 09.2014
Industrial Trainee
Taj Hotels
04.2012 - 09.2012
Bachelor of Science - Hospitality Studies and Catering Technology
University of Mumbai
Higher Secondary School - Business/Commerce
University of Mumbai
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