Akshit Makan
Team Lead @Excitel Broadband
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WORK HISTORY
Team Lead @Excitel Broadband
Delhi, IN
Boosted overall retention through strategic team leadership and targeted customer engagementinitiatives.• Initiated pilot projects to maximize output, leveraging data-driven insights to enhance retention workflows and operational efficiency.• Oversaw team training, call quality, and workplace hygiene, ensuring consistent service standards and a high-performance culture.• Implemented churn-reduction strategies based on customer behaviour analysis, resulting in improved satisfaction and long-term loyalty.• Streamlined training protocols and onboarding processes, driving measurable gains in associate productivity and service delivery speed.
EDUCATION
Delhi University
Bachelor of Arts - BA, Political science
ABOUT AKSHIT MAKAN
Team Lead – Retention at Excitel Broadband, spearheading high-impact initiatives to reduce churn, strengthen loyalty, and protect recurring revenue. Driving data-backed retention strategies, win-back campaigns, and targeted engagement that translate into higher renewal rates and improved customer lifetime value. Leading, coaching, and performance-managing a frontline team to deliver consistent, high-quality conversations that turn at-risk customers into loyal subscribers. Passionate about transforming insights from customer behaviour and feedback into scalable playbooks, streamlined processes, and training frameworks that elevate both team performance and the overall customer experience.Experience- TL, SSM & SE.Skilled in Research, Strategy, Management & Customer Experience. Graduated from DU (University of Delhi).
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