Akash Shetty

Experience

• 

  Transworks Information Services Ltd

  Apr 2005 - Nov 2006

  Sr. Associate

  Performed background checks for applicants of top Fortune 500 companies. Developed a solution to automate education verification background checks using University web services and reduce turnaround times. Mentored a team of 15 to provide accurate & quality results.

• 

  Sutherland

  Nov 2006 - Sept 2021

  Managed the operational activities of the Quality Assurance Team and ensured the QA Specialists met targets, goals, and deliverables supporting operations and account-wide call quality metrics. Oversaw the CSAT and hygiene performance across multiple lines of business.- Represented the quality function to clients, serving as the primary point of contact for CSAT & quality inquiries- Utilized systems such as Playvox, SharePoint, Speech Analytics, and procedures to improve the operating quality of the program and efficiency of the quality department- Designed and deployed the Speech Analytics program by generalizing data, developing queries, ensuring standardization of dashboards, and improving the accuracy of results- Adhered to and enforced the quality plan, standard quality control process, standard operating procedures, and other governing documents that included service quality standards, monitoring process, and coaching requirementsSkills: · Quality Assurance Management · Client Services · Data Analysis · Team Management · Presentation Skills · Communication Skills · Process Improvement · Product Improvement · Documentation · Performance Management · Problem Solving · Customer Experience Show less Managed the training function technical support program for a top-tier client in the Philippines and also supported our international sites in LATAM and Europe.- Managed large-scale ramp-ups across multiple geographies by effectively communicating with Clients, leadership team, and various functions across the company, resulting in the delivery of 60+ classes & 1200 HC across various lines of business.- Led trainers from across the globe - India, Philippines, Columbia, Mexico & Bulgaria, gaining a good understanding of cultural differences & work ethics.- Curriculum development with a focus on spaced repetition & role-play activities to address the forgetting curve, reducing time to performance.- Monitor performance daily and provide inputs to trainers to help drive performance.- Design & Develop Refresher/Bottom Quartile Training Programs monthly in collaboration with servicedelivery on focus KPIs which lead to incremental gains.- Improved productivity by instituting systems on SharePoint, digitizing manual trackers & drivingaccountability.- Designed training rooms best conducive to learning- Building assessments - formative & summative- Developed & Implemented a Trainer Competency Development Program, Scenario Based Learning, Microlearning, Virtual training, Gamification & Learning Games.- Created a Chat Bot to assist new hires during nesting- Standardize recruitment processes by implementing interview forms with a rating scale, technical &mindset assessments.Skills: · Learning and Development · Project Management · Performance Management · Presentation Skills · Change Management · Employee Development · Creativity · Innovation · Knowledge Management · Strategic Thinking · Critical Thinking · Problem Solving · Decision Making · Resource Management · Team Management Show less Managed a team of 13 tech leads and was responsible for the account's process hygiene & knowledge upkeep.- Managed day-to-day floor operations i.e. Attendance, Shrinkage, Process & Technical Updates, Employee Communications, etc.- Performed analysis and created action plans to improve agent performance.- Create Call Flows, Brown Bags, Triages, etc. to assist the outliers.- Represented Sutherland for weekly client meetings to discuss KPI performance across top call drivers and develop & deploy action plans across the floor. Show less

  • Customer Experience Manager

    Jul 2019 - Sept 2021

  • Training Manager

    Apr 2013 - Jul 2019

  • Sr. Team Manager

    Apr 2011 - Apr 2013

  • Team Manager

    Apr 2010 - Apr 2011

  • Associate – Subject Matter Expert

    Nov 2006 - Apr 2010
• 

  Dapper Labs

  Sept 2021 - Nov 2022

  Managed a team of 6 support agents and leads, handled escalations and assisted them with complex Blockchain transaction issues that allowed them to resolve issues quickly and effectively, resulting in improved customer experience, performance, and efficiency. - Held accountability for the NFL ALL DAY platform- Held stand-up meetings, performed Quality Audits, and updated meeting documents with the latest product updates and trending issues that helped team colleagues stay updated- Strategized and monitored the queue and daily activities of customer service operations to identify any trending issues and alert the product team when required, thus helping the company to adapt, communicate, and provide reliable service- Trained staff in the areas of customer service and company policies; developed training materials, published help center articles and weekly reportsSkills: Customer Service · Technical Support · Quality Assurance · Project Management · Team Management · Learning and Development · Process Improvement · Training · Presentation Skills · Teamwork · Analytical Skills · Critical Thinking · Customer Support · Problem Solving · Start-ups · Troubleshooting · Non-Fungible Tokens (NFTs) · Blockchain Show less Developed their chatbot, handled level 2 tickets and escalated tickets by collaborating with the product team, provided support to L1 agents, and offered a timely resolution that improved customer experience.- Championed the user’s voice across the company and performed VOC analysis, identified opportunities in product, process, and people, to ensure no issues or feedback fell through the cracks - Followed, reviewed, and worked cross-functionally with other disciplines to test new product developments to stay ahead of potential support issues- Represented the company for all CSAT and Quality Assurance inquiries from Clients by staying up-to-date on the performance, conducting analysis and performance reviews- Honed help documentation and internal processes with the objective of lightening the support load so our community can enjoy our experiences issue freeSkills: · Customer Support · Teamwork · Chatbot Development · Knowledge Management · Process Improvement · Cross Functional Collaboration · English · Zendesk · Non-Fungible Tokens (NFTs) · Blockchain · Technical Support · Customer Service · Critical Thinking · Customer Experience Show less

  • Customer Service Supervisor

    Apr 2022 - Nov 2022

  • Customer Service Lead

    Sept 2021 - Mar 2022