Akshay Panwar Email and Phone Number

Recruited, interviewed, hired, trained, and supervised a team of up to 80 year-around instructors and management staff for London, Singapore and Seoul.Managed all aspects of regional operations for iD Tech’s summer technology camps in APAC regionResponded to client issues that were escalated from on-site managementAnalyzed multifaceted data to optimize spending and improve profit margins Negotiated contracts and built partnerships at up to 7-8 universities… Show more Recruited, interviewed, hired, trained, and supervised a team of up to 80 year-around instructors and management staff for London, Singapore and Seoul.Managed all aspects of regional operations for iD Tech’s summer technology camps in APAC regionResponded to client issues that were escalated from on-site managementAnalyzed multifaceted data to optimize spending and improve profit margins Negotiated contracts and built partnerships at up to 7-8 universities annually.Negotiated multiple six-figure contracts with universities and vendors.Train seasonal and full-time staff on performance management, client services, relationship management, and lesson planning for a progressive blended learning environment.Assessed, optimized, and scaled operations to target current and expected demandsLiaised with potential new sites, representing the brand and negotiating partnerships Show less

• Manage the operational activities and challenges of allocated divisions and ensure resources match workloads to provide cost-effective, high-quality service within timeliness. Location: Mumbai,Pune and Noida• Working with other supervisors and management team members to support agents and maximize customer satisfaction.• Ensuring agents understand and comply with all call centre objectives, performance, standards, and policies.• Conduct effective resource planning to maximize… Show more • Manage the operational activities and challenges of allocated divisions and ensure resources match workloads to provide cost-effective, high-quality service within timeliness. Location: Mumbai,Pune and Noida• Working with other supervisors and management team members to support agents and maximize customer satisfaction.• Ensuring agents understand and comply with all call centre objectives, performance, standards, and policies.• Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)• Oversee team operations of 350+ executives• Ensure training and development plans are maintained for all team members.• Monitoring and evaluating agent performance, providing learning or coaching opportunities, and taking corrective action, if necessary.• · Participate in departmental planning and goal-setting for various business functions, including customer support, industry connect (merchant and user support – front end and back end), manpower planning and budgeting.• Business Compliance – Ensure internal and external stakeholder compliance with company policies and regulations.• Orchestrate and conduct User Acceptance Testing.• Work with the management team to identify and deliver positive change and business efficiencies.• Maintains and improves call center operations by monitoring system performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs;• Managing Managers / Team Leaders / Agents / Relationship Managers who are responsible for solving queries of students and teachers, and maintaining good relationships with students and teachers so that the business can maximize the value of those relationships.• Work with Vendors for defining objectives, execution of key projects, drive operation targets.• Drive key performance metrics for outbound & inbound calling Show less

Event Management• Plan and organize all EL mid-year and end-of-year events in the region effectively with the local and central team, keeping in mind the budget and the strategy• Secure venues and manage logistics for all ongoing program events like teacher/ coach monthly meetings, and teacher/ coach training at the start of the year and mid-year.• Work with the City Lead to manage vendors, and volunteer recruitment and tasks.Inventory & Logistical… Show more Event Management• Plan and organize all EL mid-year and end-of-year events in the region effectively with the local and central team, keeping in mind the budget and the strategy• Secure venues and manage logistics for all ongoing program events like teacher/ coach monthly meetings, and teacher/ coach training at the start of the year and mid-year.• Work with the City Lead to manage vendors, and volunteer recruitment and tasks.Inventory & Logistical Management• Manage local inventory of all equipment and ensure timely distribution to schools and teachers/ coaches.• Order additional equipment as and when necessary in discussion with the central procurement team.• Work with the City Lead to build partnerships for city-based vendors for program equipment, hotels, cars, food, and other logistics.• Manage all travel logistics - hotels, cars, lunch/dinner arrangements for external visitors - trainers, other EL employees, and guests. Administrative Management• Manage all program initiation and paperwork (MoU, consent forms, etc.) with schools, teachers/coaches, and other stakeholders.• Manage monthly teacher/ coach payments for the city.• Create monthly payment statements and work with the Finance team to ensure all vendor payments are made in time.• Create quarterly reports for the city in collaboration with the finance department.• Work with the Donor Engagement Team and the City Lead to understand the requirements of key executive visits/ volunteering plans and then coordinate logistics for these.• Assist City Lead in securing Government permissions to run EL programs in the region.• Work with the Public Engagement team to organize Media and Press visits. Show less

• Oversees operational systems, processes, and while looking for opportunities of improvement or revision.• Oversees and reports weekly, monthly, quarterly, and annual metrics.• Identifying trends and assessing opportunities to improve processes and execution.• Ensure excellent customer service is provided by employees and provide feedback to existing employees regarding areas of improvement and development.• Establish a team environment by coordinating/cooperating with the… Show more • Oversees operational systems, processes, and while looking for opportunities of improvement or revision.• Oversees and reports weekly, monthly, quarterly, and annual metrics.• Identifying trends and assessing opportunities to improve processes and execution.• Ensure excellent customer service is provided by employees and provide feedback to existing employees regarding areas of improvement and development.• Establish a team environment by coordinating/cooperating with the peers, sharing recognition, and supporting interdepartmental and company-wide objectives.• Customer needs execution - Execute customer needs and deliverables. • Participate in departmental planning and goal-setting for various business functions, including customer support, industry connect (merchant and user support – front end and back end), manpower planning and budgeting.• Orchestrate and conduct User Acceptance Testing.• Coordinate discussions with each direct report regarding goal setting, performance reviews and career development planning, and incentive/salary administration. • Performance review and Oversee reports weekly, monthly, quarterly, and annual metrics.• Training the bots and logging bugs so that the AI (artificial intelligence) interface performs better for partners.• Making sure that exceptional and professional service is delivered to members and clients by identifying, responding to, and satisfying their needs in a timely manner. • Supervise the day-to-day operations of the office including but not limited to managing staff and resources within your office; liaising with team members to ensure files balance, and that issues are raised with Business Partners teams to resolve • Making sure the consultants exhibit high level of motivation along with being organized, reliable and detail-oriented while chatting with the clients. • Excellent knowledge and application of travel/retail supplier rules Show less

Client handled - Maersk

Client Handled - L&T Infotech