MS Excel
Akshey Kumar
Team Leader
Chandigarh
Failure isn't just an answer to excuses like "if" and "but"—it's the ultimate teacher that builds resilience and sharper decision-making.
Akshey Kumar
Summary
Dynamic professional in CRM operations with a proven ability to optimize processes and enhance team performance. Seeking a challenging role within a rapidly growing organization that fosters professional development and encourages the achievement of ambitious goals. Expertise in customer relationship management, data analysis, and strategic planning complements a strong reputation for cultivating collaborative environments and adapting to evolving business needs. Committed to delivering impactful results through effective leadership, communication, and problem-solving skills, consistently exceeding high standards.
Overview
13
13
years of professional experience
3
3
Languages
Work History
Team Leader - CRM Operations
StarTek
03.2025 - Current
- Spearheaded process improvements initiatives aimed at enhancing overall customer experience within CRM operations.
- Delivered exceptional results consistently, exceeding set targets for both individual and team performance.
- Oversaw daily operations, monitoring team activities to ensure adherence to company policies and procedures.
- Mentored junior staff members to support their professional growth and strengthen the skills within the team.
- Implemented data-driven decision-making to enhance the effectiveness of CRM operations.
- Created a positive work environment by fostering open communication and encouraging teamwork.
Workforce Real Time Analyst
StarTek
02.2023 - 03.2025
- Improved service level performance by identifying trends in real-time data and making necessary adjustments to workforce allocation.
- Supported operations teams by providing timely and accurate information on agent availability and schedule adherence.
- Prepared and maintained reports, and dashboards.
- Optimized resource utilization, analyzing historical data to forecast future call volumes accurately.
- Optimized schedules, forecasts, and other tools to present to management.
- Participated in cross-departmental meetings to align workforce management objectives with overall business goals, fostering a cohesive organizational strategy.
Executive/Support/SME/RTM
StarTek
06.2022 - 02.2023
- Handeled a queue of 52+ agents and have supported more than 10 new batches with the success rate of 97% as a SME.
- Developed innovative solutions to complex problems, resulting in improved organizational performance.
- Mentored junior staff members for accelerated career growth, developing future leaders within the organization.
- Prepared annual data to determine metrics for operational performance.
- Optimized operational efficiency by redesigning processes, systems, and workspaces for increased productivity.
Executive
Tech Mahindra
03.2022 - 06.2022
Relationship Manager
Nexa, Maruti Suzuki
01.2019 - 01.2020
- They asked to leave due to Covid-19 pendamic.
Sales Executive
Maruti Suzuki
01.2016 - 01.2018
Sales Executive
V.I.P Industries
01.2014 - 01.2016
Sales Executive
Wamart
01.2013 - 01.2014
Education
10th -
01.2010
12th - undefined
01.2012
Bachelor of Arts -
04.2001 -
Skills
Work Force Management
MS Excel
MS Office
Technology & Computers
Customer Handeling
Problem Solving
Decision Making
Team Building
Responsible & Punctuality
Active Listener
Team management
Salesforce proficiency
Staff development
Meeting facilitation
CRM software expertise
Software
Power Point
MS Word
Photoshop
Lightroom
Digital Audio Workstation (DAW)
Interests
Technology & Computers, Ubuntu & Linux, Computer Safety & Security, Music, Writing, Cycling
Timeline
Team Leader - CRM Operations - StarTek
03.2025 - Current
Workforce Real Time Analyst - StarTek
02.2023 - 03.2025
Executive/Support/SME/RTM - StarTek
06.2022 - 02.2023
Executive - Tech Mahindra
03.2022 - 06.2022
Relationship Manager - Nexa, Maruti Suzuki
01.2019 - 01.2020
Sales Executive - Maruti Suzuki
01.2016 - 01.2018
Sales Executive - V.I.P Industries
01.2014 - 01.2016
Sales Executive - Wamart
01.2013 - 01.2014
Sikkim Manipal University - Bachelor of Arts,
04.2001 -
Sri Guru Gobind Singh Sen Sec School - 12th,
Oxford Senior Secondary School - 10th,