Akshaya Kumar
Operations
Bengaluru,KA
Summary
Organized Team Leader with exceptional ability to build positive rapport, inspire trust and guide teams toward achievement of organizational goals. Strong facilitator adept at working cross-departmentally with co-management and top-level leadership. Excellent trainer and mentor.
Overview
13
13
years of professional experience
2
2
Certificates
Work History
Senior Operations Associate
Byjus
Bangalore, Karnataka
07.2021 - Current
- Maintained and prioritized to-do-list and followed up to complete tasks on-time.
- Monitored progress of variety of projects to resolve issues that arose.
- Generated reports detailing findings and recommendations.
- Frequently inspected production area to verify proper Artwork operation.
- Taking care for Studio Billing.
Team Leader
Altruist Technology
Bangalore, Karnataka
09.2020 - Current
- Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions
- Prepared detailed reports on updates to project specifications, progress, identified conflicts and team activities
- Developed monthly and daily production output plans to deliver on customer service metrics
- Instructed junior team members on protocols and procedures of each station to maximize contributions
- Participated in cross-functional team-building activities
- Managed schedules, accepted time off requests and found coverage for short shifts
- Established open and professional relationships with team members which helped resolve issues and conflicts quickly
- Delivered superior training and leadership to teams to boost performance and help team members achieve performance targets
- Directed and supervised team of 20 engaged in email and escalation development.
Network Operations Technician
Accenture
Bangalore, Karnataka
06.2017 - 07.2021
- Diagnosed network problems involving combination of hardware, software, power and communications issues
- Drafted post-mortem documentation analyzing instances of network system failures, including required repair and restoration efforts
- Oversaw junior-level testing, directing work orders while monitoring performance metrics and consumer feedback
- Supported users in setup and configuration of wireless bridge networks
- Oversaw patch testing and deployment, script network software pushes and uninstalls.
SR Executive (Sr
Airtel
Bangalore, Karnataka
11.2015 - 10.2016
- Generated new business and referral clients in partnership with financial advisors and branch team
- Worked with Sale and Service departments to facilitate communication and deliver personalized solutions to customers
- Monitored issues carefully and reached out to customers to provide immediate resolution and maintain satisfaction
- Utilized prospecting techniques to identify potential clients and create opportunities to sell new services
- Planned portfolio solutions after carefully analyzing clients' financial health and future requirements
- Operated in self-directed environment with minimal input to solve problems and implement resolutions
- Developed and cultivated lucrative relationships with both new and existing clients through effective communication and exemplary interpersonal skills
- Built and maintained relationships with new and existing clients while providing high level of expertise
- Networked with business leaders and executives to identify clientele within local community
- Worked with clients to address and respond to client and partnership management issues.
Sr Excutive
HGS
Bangalore, Karnataka
04.2014 - 11.2015
- Increased efficiency and team productivity by promoting operational best practices
- Handled over client escalation per shift signing up new customers, retrieving customer data, presenting relevant product information and cancelling services
- Improved retention abilities and product knowledge on continuous basis to provide optimal service and achieve quotas
- Applied highly effective retention skills while properly engaging and presenting solutions to customers
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Cross-trained and backed up other customer service managers
- Followed-through on all critical inter-departmental escalations to increase customer retention rates
- Investigated and resolved customer inquiries and complaints quickly.
Sr Executive
IBM Daksh
Bangalore, Karnataka
04.2011 - 10.2013
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Configured hardware, devices and software to set up work stations for employees
- Installed and provided troubleshooting and customer training for high-speed internet and telecommunication systems
- Utilized industry equipment to analyze, identify and resolve technical problems
- Responded to service requests during and after business hours
- Diagnosed and resolved complex integrated customer issues for implementation, add-on, maintenance and support of voice, data, VoIP and CTI applications.
Customer Service Assistant
Sparsh
Bangalore, Karnataka
12.2009 - 03.2011
- Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences
- Achieved and consistently exceeded revenue quota through product and service promotion
- Responded to customer requests for products, services and company information
- Received multiple positive reviews acknowledging dedication to excellent customer service.
Education
B.COM - Commerce
C.V Ramana University
Skills
Client Serviceundefined
Certification
2020-03
Timeline
Senior Operations Associate
Byjus
07.2021 - Current
Team Leader
Altruist Technology
09.2020 - Current
Network Operations Technician
Accenture
06.2017 - 07.2021
SR Executive (Sr
Airtel
11.2015 - 10.2016
Sr Excutive
HGS
04.2014 - 11.2015
Sr Executive
IBM Daksh
04.2011 - 10.2013
Customer Service Assistant
Sparsh
12.2009 - 03.2011
B.COM - Commerce
C.V Ramana University
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