Akshata Shetti

About Akshata Shetti

Data driven professional with a demonstrated history of working in the Customer Experience, E-commerce and SAAS industry recognised for leveraging data-driven insights to drive strategic decisions and operational efficiencies. Seasoned expert with a proven track record of excelling in fast-paced, growth-oriented environments and well-versed in defect analysis ensuring seamless process execution. Skilled in stakeholder management, resource optimization, and proficient in tools like MS Excel, Salesforce, SQL, Power BI for effective data extraction, analysis, and visualization.Successfully Completed Executive PG Programme in Data Science and Bachelor\'s degree focused in Mechanical Engineering from Jspm \'s Rajarshi Shahu College of Engineering Pune.

Experience

1. Customer Excellence

   Avalara APAC

   Nov 2024 — Present · IN

   Owned and resolved complex, high-impact enterprise customer issues spanning billing, account management, integrations, and product usage, ensuring minimal business disruption and high customer satisfaction.• Acted as the primary escalation point for critical accounts, driving end-to-end resolution through structured root cause analysis and clear stakeholder communication.• Collaborated cross-functionally with Product, Engineering, Account Management, and Support teams to streamline resolution workflows and deliver customer-centric outcomes.• Built deep expertise in product capabilities, customer use cases, and integrations, aligning solutions with business goals and upcoming product roadmaps.• Identified operational inefficiencies, knowledge gaps, and process bottlenecks, initiating improvements that reduced repeat contacts and improved SLA adherence and customer experience metrics.• Leveraged data, dashboards, and analytics to identify recurring patterns in customer issues, enabling faster resolutions and proactive recommendations for product and process improvements.• Analyzed customer feedback, escalation trends, and usage data to recommend service concessions, risk-mitigation strategies, and retention-focused solutions.• Partnered with leadership to document learnings, improve escalation playbooks, and strengthen enterprise support readiness.

Education

• Jspm 's Rajarshi Shahu College of Engineeing Pune

  Bachelor's degree, Mechanical Engineering

  2013 — 2017

• Yashwantrao college of science karad

  Hsc, Science

• International Institute of Information Technology Bangalore

  Executive PG Programme, Data Science