Akash Shetty

About Akash Shetty

I am a Customer Service Professional with over 16 years of experience in a variety of roles. I am passionate about great customer experience and I have a track record for developing programs and solutions which result in delivering great customer experience on a consistent basis.Started my career in Mumbai and spent the next decade in the Philippines helping the company grow from a small outpost to thousands of employees. I have worked with and managed people from different cultures in Asia, Europe, and the Americas. This experience has enriched my mindset, enhanced my creativity, and drove innovation.I worked across various organizations in the technology industry and have a proven track record of achieving results. I am especially effective with data analysis, and process improvements and hold a Six Sigma Yellow Belt. I am skilled at proactively identifying issues, and resolving critical processes/systems.I am a lifelong learner and continuous improvement is very important to me hence you\'ll see my career move from Operations to Training to Customer Experience, this was by design and gives me a major advantage in identifying problems and developing solutions. I also have the ability to learn quickly and transfer knowledge to others. You\'ll also see my certifications list growing and I\'m also a geek continuously adding new technologies like chatbots, Robotic Process Automation, Speech analytics, etc. to my tech stack.I am calm, quality-focused, solutions-driven, and a logical thinker who pays keen attention to detail while handling tasks. I am flexible and reliable in working independently or within a team environment, able to empower and motivate colleagues to refocus on the task at hand and achieve target goals. I focus on delivering key outcomes, building high-performing teams, and quickly adapting to new situations.You can reach out to me at s••••••••@gmail.comMy Specialties – Customer Experience | Service Delivery | Process Improvement | IT Systems | Blockchain | Team Building and Leadership | Quality Management | Training | Analytical Skills | Technical Support | Business Integration | Critical Thinking | Customer Experience | Six Sigma Yellow Belt | Data Analysis | Robotic Process Automation | Cryptocurrency | Chatbots | Problem-SolvingKey Competencies:> Leadership> Operations Management> Team Management> Learning and Development> Quality Management> Budget Planning and Implementation> Communication Skills> Conflict Management > Relationship Building and Management> Performance Management > Project Management

Experience

1. Operations Manager Ii

   Concentrix

   Oct 2023 — Present · Manila, PH

   Lead end-to-end operations across 2 enterprise programs with 8 Team Leaders and ~150 FTEs.Successfully launched and stabilized both programs, establishing governance, delivery cadence, and performance management frameworks.Improved CSAT from 3.5 to 4.5 through structured coaching, QA action plans, and cross-functional alignment.Reduced AHT from ~600s to ~480s while maintaining SLA and quality benchmarks.Partner with WFM to sustain high attendance and low attrition through targeted engagement and retention strategies.Ensure operational excellence aligned with COPC standards, audit readiness, and continuous improvement.Lead client-facing reviews, presenting performance insights, risks, and mitigation plans.

Education

• Royal College of Science, Arts and Commerce

  Bachelor’s Degree, Computer Science

  2004 — 2005

• Thakur College of Science & Commerce

  Associate of Science (A.S.), Physics, Chemistry & Biology

  2002 — 2004

Skills

• Call Center
• Bpo
• Inbound Marketing
• Vendor Management
• Customer Experience
• Account Management
• People Management
• Soft Skills
• Process Excellence
• Mis
• Workforce Management
• Operations Management
• Service Delivery
• Customer Service
• Technical Support
• Call Centers
• Offshoring
• Management
• Performance Management
• Crm
• Training
• Customer Satisfaction
• Transition Management
• Sla
• Strategy
• Customer Relations
• Outsourcing
• Process Improvement
• Team Management
• Data Analysis
• Contact Centers