Akash Durbha Email & Phone Number

Responsible for the management of the Contact Centre, Client Relations, Loyalty and Customer Care departments whose primary focus is to enable “Voice of the Customer” experience and provide outstanding service along with achieving monthly targets for each department. Job duties include but are not limited to:• Develop a Strategic roadmap to optimize client service delivery to increase operational efficiencies.• Establish Customer Experience KPI’s, set quality standards for the teams to make sure the Bank’s overall Customer Experience Strategy is being satisfied.• Designing and executing customer-facing tool enhancements as part of the digital optimization initiatives• Delivering revenue growth opportunities to promote reverse mortgages and implementing alternate channels of client services.• Work in close collaboration with Customer Experience research team to identify opportunities and optimize internal procedures to improve client satisfaction.

Responsible for the overall management of the daily activities of the Contact Centre department who handle outbound and inbound calls for potential prospects for prequalification. Job duties include but are not limited to:• Ensure the team reaches the monthly budget targets for setting up meetings with the inside sales team.• Responsible for management and service of Salesforce and Telephony system integration. • Coordinate with Sales, Marketing, Compliance and Operations team to make sure that the monthly funding targets are being achieved for the Consumer side of the business.• Analyze customer sentiments and insights to improve conversion rate, CSAT and NPS scores.

Operations Supervisor for the technical Support team of 160 agents for a telecommunications company. Job duties include but are not limited to:• KPI analysis of each line of business and development of action plan to achieve targets.• Coaching and development of team Leads and tech support agents.• Responsible for creating and submitting regular reports to the vendor for key issues analysis with Satellite/Internet outage issues.• Co-ordinate with the training department to improve the training material and match the call drivers on the production floor.

Toronto, Ontario, Canada

Lead a telecommunication campaign with a total headcount of 300+ agents. The goal was to ensure high CSAT scores along with maintaining above 80% SLA levels. Job duties include but are not limited to:• Co-ordinate with the Vendor’s Account Manager to create monthly targets for CSAT, AHT and # of calls as primary KPI’s for measuring overall performance of the team.• Coaching and monitoring the supervisors to ensure the success of the campaign.• Working with the supervisors to create new incentives monthly to ensure employee satisfaction and career growth.• Co-ordinate with WFM team to make sure the schedules align to reach SLA targets for the month.

Toronto, Ontario, Canada

As the overseer of the underperforming team within a telecommunications campaign, I assumed responsibility for enhancing their performance and elevating overall statistical scores. My key duties encompassed:• Delivering weekly coaching sessions to the underperforming team while meticulously documenting each coaching session.• Monitoring performance outcomes and furnishing comprehensive reports to the Contact Centre Manager, facilitating communication with external vendors.• Conducting daily conference calls with various vendor parties to address pertinent concerns and collaboratively devise action plans to rectify them.• Ensuring timely completion of monthly compliance activities, adhering to regulatory standards and organizational protocols.

Served as a subject matter expert for the Samsung tech support team, offering on-site support during critical situations to ensure optimal customer satisfaction. Key responsibilities included:• Addressing customer escalations as necessary to support team members and resolve issues promptly.• Conducting daily huddles to review key performance indicators (KPIs) and track overall team progress, fostering a culture of accountability and continuous improvement.• Collaborating with the supervisor to facilitate team meetings and compile essential reporting materials as needed, promoting alignment and transparency within the team.

During my tenure at Sir Corp Restaurants, encompassing Jack Astor's and Scaddabush Restaurants, I balanced part-time employment with academic pursuits at Seneca and Centennial College, diligently completing post-graduation programs. Integral to my role were the following key responsibilities:• Food Preparation: Executing the preparation and cooking of menu items in accordance with standardized recipes and specifications, ensuring uniformity in flavor, presentation, and quality.• Station Maintenance: Upholding the cleanliness and organization of designated cooking stations, including diligent upkeep of equipment, utensils, and work surfaces to adhere to rigorous food safety protocols and optimize operational efficiency.• Order Coordination: Collaborating with fellow kitchen staff to synchronize efforts and ensure prompt preparation and delivery of orders, effectively managing workflow during peak periods to minimize customer wait times.• Quality Control: Conducting routine inspections of food products to uphold standards of freshness, proper cooking techniques, and adherence to recipe guidelines, promptly addressing any deviations to maintain exemplary food quality.• Inventory Management: Assisting in the oversight of ingredient and supply inventory levels, communicating requisition needs to management or procurement personnel, and contributing to inventory assessments and rotation practices to mitigate waste and enhance cost-effectiveness.

Master Of Business Administration - Mba

Advanced Diploma, Computer Software Engineering

Post Graduate Certificate, Project Management

Bachelor'S Degree, Bachelor Of Commerce With Computers