Akshay Kumar

• Managing Customer Relations: Acting as the crucial liaison between the company and its clients, ensuring effective service management, meeting expectations, and maintaining standards
• Escalation and Provider Management: Managed escalation processes and ensured operational provider quality and compliance with standards.
• SLA and Performance Management: Monitored SLAs, prepared performance reports, and addressed gaps to enhance service delivery.
• Incident and Problem Management: Oversaw Change, Incident, and Problem Management processes, ensuring effective issue resolution with partners.
• Reporting and Customer Engagement: Created performance reports and conducted customer reviews to maintain service transparency.
• Service Quality and Improvement: Ensured quality control and drove service life-cycle enhancements for continuous improvement.
• Post-Escalation Processing: Analyzed escalations and collaborated with integrators to mitigate recurring issues.
• Project Collaboration: Contributed to international projects by coordinating with cross-functional teams for seamless execution.

Contact Center Solutions Transition to Cloud Project(Agile)

Role Actioned - Operations Transition Manager

• Process Optimization: Analyzed existing workflows, identified inefficiencies, and supported the design of improved operational processes for the new environment.
• Training and Knowledge Transfer: Delivered training on new systems and tools, ensuring effective knowledge transfer between outgoing and operational teams.
• Technology Implementation: Oversaw the deployment and readiness of contact center technologies, ensuring compatibility with operational needs.
• Risk Management: Identified potential risks, developed contingency plans, and minimized disruptions during the transition.
• SLA Management: Monitored Service Level Agreements (SLAs), addressing deviations and implementing corrective actions to maintain performance.
• Operational Readiness: Ensured systems, processes, and staff were operational post-transition and conducted readiness assessments.
• Reporting and Continuous Improvement: Provided project updates and identified post-transition opportunities for enhancing operational excellence.

• Created, modified, and deactivated user accounts across systems and applications.
• Maintained appropriate access rights based on roles and responsibilities.
• Ensured compliance with organizational security policies and regulatory standards.
• Supported identity lifecycle management, including onboarding, transfers, and terminations.
• Collaborated with IT and HR teams to streamline identity and access processes.
• Coordinated user account administration tasks, including creation, amendments, and closure of requests for Allianz-managed systems.
• Managed escalations, providing effective resolutions for team and customer inquiries.
• Documented processes, workflows, and procedures for access management.

Skills Acquired during role - Access management, Identity Management, Access Recertification, IT Stakeholder Management

Access Management Recertification Project(Agile)

Role Actioned - Project Analyst

• Collaborated with stakeholders to define project scope, deliverables, and change controls.
• Documented functional specifications for operational reports and secured stakeholder approvals.
• Consolidated and standardized user lists from various applications into a master data set.
• Supported the ingestion of master data into the Dell OneIdentity application, facilitating access rights recertification by user line managers.

Sr. Analyst – McAfee

• Tracked and reported key performance indicators (KPIs) to measure progress toward organizational goals.
• Provided insights into operational performance and highlight opportunities for improvement.
• Consolidated and analyzed revenue data to meet targets.
• Created detailed reports using Excel and Power BI, assisting teams in achieving Operational and Strategic Excellence (OSE) and Net Promoter Score (NPS) objectives.
• Minimized lost opportunities for billable employees and supported them in achieving program and business line goals.

Skills Acquired during role - Stakeholder Management, Report creation & Presentation, Call center billing and penalty analysis

• Managed credit control for Argo P&C Lloyds Insurance.
• Processed suspended transactions via NDEX and prepared reports on outstanding premiums.
• Collaborated with brokers to recover unpaid funds and reconciled discrepancies in accounts using verified documents.
• Tracked funds through Xchanging, addressed discrepancies in signed-down documents (SDDs), and coordinated updates with underwriting teams.
• Followed up on due premiums and liaised with underwriters and brokers for policy amendments.

Skills Acquired during role - Document Analysis, Report creation, Credit Control

• Provided technical support for McAfee customers in North America, resolving antivirus product issues via inbound calls.
• Conducted remote assistance (RA) sessions and participated in weekly client meetings to analyze calls and enhance customer experience.

Skills Acquired during role - Customer Management, Handling Escalations, Customer Retention