Akash Jayant Kulkarni
About Me
· Keen customer-centric approach with skills in addressing client priorities and resolving escalations within prescribed TAT, thereby attaining client delight and high compliance scores.
· Proven success in developing new business and managing sales cycles, generating leads and closing deals while developing strong client relationships.
· Administering and developing initiatives to increase sales and identify new opportunities, cementing healthy relationships with key clients; impressive success in delivering business impact.
· Exhibited leadership across business functions with expertise in managing Back Office Operations, resolving complaints, defining targets, developing methods and upgrading processes to improve overall productivity, efficiency, quality & customer experience.
· Impressive success in managing grievance system, leading customer surveys on key insights, gathering feedback and taking suitable measures
· Expertise in spearheading process & workflow transformation initiatives by identifying gaps in the process and devising plans for implementing customer experience strategies to drive customer conversion and retention rates
· Successfully streamlined the entire contact centre operations by automating the manual systems, establishing SOPs, frameworks & standards and through the acquisition of right talent, motivating & guiding teams in achieving goals, consistently tracking performance and ROIs
Education
University of Mumbai 2013
Bachelors of Commerce
Commerce and Business Management
Work & Experience
Benchmark Incentives & Leisure Travels Pvt Ltd March 2022 - September 2023
Business Development Manager - Operations
IATA certified Travel Agency • Secured business from travel trade segment; assisted in new business development and client relationship management. • Gained expertise in providing efficient and satisfactory client servicing to book travel packages, flight tickets, hotel booking, visa services and other travel related services. • Assessed customer feedback and identified improvement and provided critical feedback to the management; ensured high-quality deliverables while adhering to the SLAs. • Directed resource deployment and monitoring daily operations to enhance productivity; worked towards the achievement of monthly production numbers within TAT & quality parameters. • Organized, escorted and successfully managed International and Domestic Corporate group tours. • Ensured SLA being delivered for M.I.C.E. movements and corporate travel.
Amazon Development Centre India Pvt. Ltd July 2020 - Feb 2022
Seller Support Associate
• Providing vendor support – Core, Catalogue, Chargeback and Transportation. • Developing SOPs, managing inventory and conducting centre maintenance. • Reviewing vendor invoices and AMC’s; preparing reports containing information & processes necessary to deliver effective solutions to customers. • Organizing the vendor maintenance schedule; directing resource deployment and monitoring daily operations to enhance productivity & quality parameters. • Tracking individual weekly/ monthly productivity & quality scores; conducting audits to ensure compliance with SLAs. • Scrutinizing performance against projections and identifying root causes for performance deviations & ensuring quick resolution for the same. • Facilitating coordination between various departments including technology, logistics, facilities and so on; collaborating with warehouse for arranging deliveries and with the Sales Team to collaboratively forecast & plan customer shipments. • Coordinating with the Finance and Accounting teams on all billing and returns issues. • Investigating and resolving all shipping issues including damages, mis shipments and lost goods.