Akash Lalka Email & Phone Number

Canada

• Lead coordination of cross-departmental projects, ensuring scope clarity, resource alignment, and adherence to timelines.• Develop and optimize workflows for support specialists, enhancing response times and service efficiency.• Design and implement governance structures for process improvements, ensuring compliance with change management protocols.• Act as a liaison between support teams and technical operations to address escalations effectively.• Coordinate with external clients to manage integrations and streamline onboarding, ensuring seamless data migration and system compatibility.• Handle the cancellation process and ensure that all relevant details and status are accurately updated on the designated platforms.• Generate detailed project status reports and data insights to support strategic decision-making and continuous improvement.

Toronto, Ontario, Canada

• Responsible for ensuring customer and business expectations are achieved• Building solid relationships with internal cross-functional teams• Established and maintained a real-time toolkit for managing daily operations• Managing people, processes, and performance across multiple markets• Ensured adherence to agent schedules and achieved real-time metrics• Initiated and coordinated trouble tickets and manage issues as required• Preparing standard and ad hoc reports on advisor availability effectiveness• Worked closely with operations to deliver re-forecasts and new projections• Participating in strategic meetings with operations and WFM managers• Identified and leveraged best practices across the global operating team

Toronto, Ontario, Canada

• Supported team by tracking baselines, performing what-if analysis, and developing contingency plans to improve service levels during peak hours and holiday order rush.• Developed and implemented new monitoring tools, trackers and resource allocation techniques resulting in 30% lower operation downtime and better resource allocation.• Improved team productivity by reviewing operational planning procedures and developing Key Performance Indicators (KPIs) for productivity and process optimization.• Established and maintained effective communication with peers, floor pros, team leaders, and cross-functional team members to achieve better operation control during outages.

Winnipeg, Manitoba, Canada

• Monitored incoming and outgoing contact volume from different channels and ensured proper resource availability to maintain above 90% operational service level.• Eased internal stakeholder communication by developing, compiling, and communicating intraday and daily service reports with workforce management statistics.• Generated and created operational performance reports and coordinated with all channels on all operational issues impacting service level.• Created a tracker to capture various special projects and ad-hoc requests from operations teams.

Winnipeg, Canada Area

Winnipeg, Manitoba, Canada

• Created a communication channel and worked closely with relevant internal and external stakeholders so that project progress can be tracked, and bottlenecks can be identified, to deliver the project on time.• Reduced 40% migration time by automating the migration process and developed a few integrations to track and identify eligible merchants with a migration tracker.• Worked closely with an agile team to prioritize work for an enterprise client to set up an address validation and BOPIS feature with APIs for their online store which resulted in a 90% reduction in incorrect address deliveries.• Identified and developed a new operational process for the migrations team to reduce the migration handling time by 85% and increase productivity by 55%• Achieved 100% successful UAT and Go live releases by incorporating various tracking and monitoring tools like Trello and Jira, which also resulted in 20% timesaving in project rework and launch.

Nashik, India

• Analyze, negotiate, and manage suppliers to meet the objective of the organization related to cost, quality, and delivery of the goods within a scheduled timeframe.• Achieved 16% cost savings by effective negotiation, supplier management and controlled logistics activity with ontime delivery.• Reduced procurement downtime by developing vendor database by analyzing, negotiating, and developing contracts that led to a minimum of five vendors available for each product.• Slashed 15% inventory cost by implementing the JIT technique and material identification by 5S technique for stocked material.• Developed, implemented, and reviewed the purchasing strategies to meet cost-saving targets and to create monthly performance review reports.• Developed SOPs and reviewed purchasing processes, and policies to reduce operational man-hours by 35%.• Approved and cross-checked purchase orders and requisitions for projects so that required materials as per specification were being ordered.

Nashik

Nashik

Management Certificate, Business Administration And Management, General

Activities and Societies: CAPM, CMI

Project Management, Business Administration And Management, General

Activities and Societies: Management consulting industry and PMI

Bachelor Of Engineering (B.E.), Mechanical Engineering, First Class With Distinction

Activities and Societies: MESA, Student Enrichment Program

Diploma, Mechanical Engineering, First Class

Activities and Societies: MESA