Akshay Potwar

- Spearhead the management of data protection initiatives for high-stakes projects in the UK and US, ensuring compliance with GDPR and local regulations.
- Deliver weekly data insights and create visually impactful dashboards, enhancing decision-making processes for account managers and driving GMV growth.
- Foster a culture of excellence by mentoring team members in data handling best practices, resulting in improved query resolution times.

Audits (Governance mechanism to ensure accountability)
- Establish Governance and Accountability: Foster a Zero Tolerance culture for critical defects through structured audits, comprehensive analyses, coaching, and actionable insights

Downtime, Technical Issues and Technology Deployment
- Downtime Management: Monitor and analyze downtime for international clients while managing 2FA technology using YubiKeys.
- Technology Deployment: Lead technology deployment projects, including system upgrades and replacements for remote work users.
- Technical Coordination: Collaborate with clients' technical teams to address various site and tool issues efficiently.
- Support for Remote Agents: Provide assistance to WFH agents regarding asset-related issues, Citrix, and client tools.

ISMS - Information security management system
- ISO Engagement: Participate in ISO meetings and manage the incident reporting tool for international clients.
- Security Awareness Initiatives: Enhance team awareness of information security by conducting huddles and distributing educational materials, such as emails, quizzes, and posters.
- Audit Preparation: Prepare for internal and external ISO audits, ensuring compliance with established standards.
- System Maintenance: Oversee monthly system patch updates to maintain security and functionality

Reporting & Analysis
- Comprehensive Reporting: Create and publish various reports on customer experience, productivity, and time tracking daily, weekly, and monthly.
- Data Analysis for Performance Metrics: Conduct weekly data analyses on various metrics for Weekly Business Reviews (WBR), Monthly Business Reviews (MBR), and Quarterly Business Reviews (QBR).

- Effective Communication: Articulated complex concepts to both technical and non-technical audiences using a clear and concise communication style.
- Solution Development: Designed actionable strategies to eliminate bottlenecks and enhance processing efficiency.
- Performance Support: Assisted the team in meeting service level agreement (SLA) targets through effective reviews and timely escalations.
- Customer Transaction Management: Addressed customer transaction issues, including payment processing, monthly billing inquiries, and search parameter adjustments.
- Account Security Management: Managed account security concerns, helping members regain access to forgotten accounts and ensuring data protection.
- Mentorship and Team Development: Served as a mentor for new hires, fostering a collaborative and supportive team environment