Akash Kumar Email & Phone Number

Bengaluru, Karnataka, India

• Orchestrated communication & collaboration among engineering, design, marketing, and sales teams, delivering integrated and cohesive product solutions.• Directed roadmap alignment, task prioritization, and backlog creation, ensuring timely and strategic product delivery through effective sprint planning.• Monitored the end-to-end development of Warehouse Management Services (WMS), onboarding over 80 warehouses for major clients• Conducted user research to gather actionable insights, resulting in significant improvements in operational efficiency.• Managed end-to-end QA processes, led the QA team, and coordinated API integration with four external clients, ensuring high-quality product outcomes.• Achieved a significant reduction in customer returns from 15-18% to below 2% by implementing process enhancements and stringent quality control measures, leading to improved customer satisfaction and operational efficiency.• Led the complete project lifecycle, from initiation to deployment, ensuring the on-time & successful delivery of complex projects, including planning, resource allocation, risk management, seamless coordination with cross-functional teams.

Bengaluru, Karnataka, India

• Identified and resolved root causes for performance shortfalls, ensuring Service Level Agreements (SLAs) were consistently met.• Implemented target-setting strategies that resulted in a 10-15% year-over-year improvement in key performance metrics.• Developed a customer appeals forecasting model that reduced forecast variance by 92% and achieved 97% accuracy.• Led a pilot program to remove AHT restrictions, increasing FCR rates from 41% to 52.5% within 8 weeks.• Introduced the Correct Reinstate Rate (CRR), saving approximately $200k USD and reducing defects by 21%.• Collaborated on feature additions that reduced task handle time by 45 seconds, enhancing operational efficiency.• Established a feedback loop that reduced false positive rates for manual investigations by 61.56% within 12 weeks.• Redesigned shift schedules to move 70% of the workforce from night to day shifts, improving employee satisfaction without impacting SLAs.

• Led a team of 15-18 investigators, improving productivity and quality metrics by diagnosing root causes and implementing sustainable solutions.• Planned and optimized capacity to meet SLAs and TP90 targets, and implemented contingency measures to effectively manage sudden workload spikes.• Increased audit frequency by 88% and reduced defects by 40% with a new Audit Plan. Introduced a new quality metric that was recognized by the Leadership Team for its impact.• Received the Manager of the Month award twice and led the team to win the Team of the Quarter award for superior performance.• Conducted training for 4 batches of 5 managers each, ensuring a smooth onboarding process & effective integration of new leaders.• Guided the HYD team to win the Best Performing Team award for Quality Metrics in 2021, highlighting exceptional team performance and quality outcomes.

Dubai

Dubai

Jaipur, Rajasthan, India

Tapukara

Master Of Business Administration - Mba

Master Of Business Administration - Mba

Bachelor Of Technology (B.Tech.), Mechanical Engineering, 8.175