Hi, I’m
Akhil Vinayak A
Bangalore,Karnataka
Summary
Experienced Business Process Operations Analyst with a track record of optimizing organizational workflows through data-driven insights, cross-functional collaboration, and strategic process enhancements. Known for strong problem-solving abilities, attention to detail, and a commitment to delivering results that align with business objectives.
Overview
8
years of professional experience
Work History
Citrix (A business unit of Cloud Software Group (CSG))
Business Process Operations Analyst
07.2020 - 08.2024
Job overview
- Liaised with the stakeholders and the process managers to understand their requirements and translate these requirements into functional specifications
- Directed key initiatives that involved developing SOP, process articles, FAQs leading to streamlined operations and effective process monitoring, significantly enhancing overall efficiency
- Lead continuous improvement projects.(CS next - phone to web, customer escalation via the web, web case creation, audit form enhancement)
- Responsible for vendor management, overseeing key business KPIs, and implementing process enhancements to drive efficiency and performance improvements
- Analyzed and identified problem areas aligned with business goals, recommending targeted process improvements to enhance efficiency and achieve objectives
- Facilitated monthly review meetings to discuss trends and insights, managing escalations to ensure prompt and effective issue resolution
- Successfully managed change initiatives and stakeholder relationships to drive seamless transitions and alignment with business goals
- Managed multiple projects simultaneously, delivering results within tight deadlines while maintaining high-quality standards.
- Optimized operational efficiency by analyzing and streamlining processes.
- Improved team productivity by implementing effective workflow strategies and time management techniques.
- Created custom reports and visualizations to support decision-making processes.
- Assessed operational performance to identify areas for improvement.
- Supported supervisor and associated team members to maintain system functionality.
- Collaborated with cross-functional teams to develop comprehensive project plans, ensuring timely delivery of key milestones.
- Assisted in the development of operational policies and procedures that aligned with organizational goals and objectives.
- Developed performance metrics to evaluate operations effectiveness, enabling continuous improvement initiatives.
- Identified inefficiencies in current systems, recommending adjustments that resulted in increased productivity levels.
- Analyzed trend data to forecast operational needs and plan next course of action.
Citrix Systems
Customer Service Advisor
03.2019 - 07.2020
Job overview
- Helped large volume of customers every day with positive attitude and focus on customer satisfaction.
- Enhanced customer satisfaction by addressing and resolving issues in a timely manner.
- Recorded details of customer interactions, transactions, complaints, and resolutions accurately in CRM systems (Salesforce)
- Worked collaboratively with team members and other departments to resolve complex issues and improve service delivery
- Provided feedback on customer issues and process improvements to enhance service efficiency and effectiveness
- Responded to customer needs through competent customer service and prompt problem-solving.
- Implemented strategies to reduce average handling time without compromising on service quality.
24/7.ai
Subject Matter Expert
07.2018 - 01.2019
Job overview
- Mentored junior team members, contributing to their professional growth and development.
- Established best practices for knowledge sharing, fostering a culture of continuous learning and improvement.
- Developed effective training materials for diverse audiences, resulting in improved skillsets and increased job satisfaction.
- Providing expertise in operational support specific to reservations, cancellations, customer service inquiries, and customer complaints
- Developing and delivering training programs for advisors on reservation systems, loyalty programs, customer engagement techniques, and complaint handling
- Streamlined processes to increase efficiency, enabling teams to complete tasks ahead of schedule.
- Monitoring and evaluating customer interactions (calls, emails, chats) to ensure adherence to service standards, accuracy in information provided, and compliance with company policies
24/7.ai
Senior Customer Service Advisor
03.2016 - 07.2018
Job overview
- Enhanced customer satisfaction by promptly addressing and resolving complex issues.
- Thrive for customer satisfaction with an improved level of service
- Handled high-profile clients, ensuring exceptional service levels and fostering long-term relationships.
- Managed escalated cases with diplomacy, maintaining professionalism at all times.
- Resolved customer service issues using company processes and policies and provided updates to customers.
Education
St. Aloysius CollegeMangalore
Bachelor of Business Management from Business Management
04-2013
GHSS MathilKannur
Higher Secondary Education from Commerce
03-2010
St. Michael's Anglo Indian HSSKannur
Secondary Education
03-2008
Skills
- Agile Project Management
- Scrum
- Process Improvement/Enhancement
- Change Management
- Stakeholder Management
- Data Analysis
- Process Documentation
- SOP Formulation
- Quality Reporting
- Presentation Skills
- Problem Solving
- Google & MS suite
- Dashboarding
- Basic SFDC knowledge
- Operational efficiency
- Workflow optimization
- Process updates
- Reporting skills
Timeline
Business Process Operations Analyst
Citrix (A business unit of Cloud Software Group (CSG))
07.2020 - 08.2024
Customer Service Advisor
Citrix Systems
03.2019 - 07.2020
Subject Matter Expert
24/7.ai
07.2018 - 01.2019
Senior Customer Service Advisor
24/7.ai
03.2016 - 07.2018
St. Aloysius College
Bachelor of Business Management from Business Management
GHSS Mathil
Higher Secondary Education from Commerce
St. Michael's Anglo Indian HSS
Secondary Education
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