Akash Roy Email & Phone Number

India

As a Technology Head in a leading social sector organization, I lead a dynamic team responsible for developing cutting-edge AI/ML-enabled technology products. Our focus is on driving positive impact in livelihoods through innovative solutions spanning financial inclusion, digital and financial literacy, social security, healthcare, market linkages, and ecommerce.Under my leadership, the team has successfully implemented a microservices architecture in a Hub and Spoke model. We have also developed CRM and ERP solutions tailored for efficient fund-raising operations. Furthermore, our team has designed and implemented an ecommerce solution, enriching our portfolio to encompass a comprehensive suite of technologies.In addition to product development, I am actively overseeing a steering committee dedicated to obtaining ISO 27001 certification for our organization, emphasizing our commitment to the highest standards of information security. Periodically, I ensure that vulnerability and penetration testing are conducted across our entire technology stack. This proactive approach strengthens our defenses against potential threats and aligns with industry best practices. Currently, I am also spearheading a strategic initiative to integrate our technology stack with a network gateway, leveraging the Beckn protocol. This aims to enhance interoperability, connectivity, and efficiency across our diverse set of solutions. By incorporating the Beckn protocol, we are positioning our organization at the forefront of technological advancements, ensuring seamless integration and collaboration within the social sector. This strategic move underscores my commitment to driving technological innovation for social impact and reflects my ability to lead teams in complex, mission-critical projects.

Mumbai

As a Product Manager, I represent the voice of Packt's internal and external customers, and I'm accountable for ensuring that Packt's technology solutions deliver value to the business and keep pace with its growth. I work within the agile processes, and I am the final authority for decisions regarding priority, business value, and functionality for all the work done by the Agile development team. In this role, I am focused on the operation and integration of back-end solutions built upon Suite CRM, SharePoint, Microsoft Dynamics 365 that support Packt’s digital products in the market.I am also responsible for managing both, the daily and strategic delivery of the technical solutions, while being the key day-to-day interface between the Editorial Operations, Support and Engineering teams. My key responsibility is to convey the vision of the product to the engineering teams, to prioritize the team’s backlog, communicate feedback and set the direction for product releases and sprints.Acting as a single point of contact for Operations teams across the business, I am responsible for maintaining and driving day to day relationships with each stakeholder, ensuring consistency and engagement across the team. Accountable for the distribution of all Packt products across all channels, and was responsible for improvement of all Packt production platforms. Additionally, I also controlled anti-piracy activities around Packt products.My Responsibilities include Planning and Project Management, where I evaluate project objectives and business requirements. Complete project and end user needs analysis. Business solution design and recommendation. Project Delivery and Budget Management. I also have to do Portfolio Management where I monitor, communicate and report health of all related business services, projects and relationships, complete regular Service Reviews with stakeholders.

Mumbai Area, India

Driving a sales target of $1,15,000 pm by consistently motivating a team size of 17 member using motivational theories by Maslow, Herzberg, Victor Vroom and David McClelland.Maintaining a call to sale conversion >13% and average sale price >$205 by performance management using tools and techniques like SWOT analysis, Pareto chart, forced ranking method and managing by objective.Restricting the abandoned calls percentage to <5% by managing AHT (Average Handling Time), login time etc. using control charts, following rule of seven and managing call flow as per occupancy.Reducing shrinkage by creating processes to complete login hours using flowcharting, benchmarking.Monitoring Sale\No Sale calls to keep a check on Ethical sales and Opportunity LostMaintaining high level of call quality using Quality Management Methodologies like Kaizen, TQM and using Quality Management tools like Ishikawa, Run and Scatter Chart and believing in Prevention over Inspection ideology.Hiring staff using scoring models, applying process knowledge and as per organizational strategy.Heading and Executing Process improvement projects in a functional environment using Project Management Methodologies like WBS, RBS, PDM etc., analysis techniques like Regression, chi square, ANOVA and estimating techniques like PERT, Delphi etc.

Mumbai Area, India

Scheduling Agents as per the Calls Forecasted or WFM requirementManaging AHT (Average Handling Time)Maintaining SL(Service Level) and Tail time.Controlling the number of open incidents in the program.Evaluating calls based on parameters provided by client and Central Quality TeamFollowing up on Recoveries submitted by FLA’s.Keeping a check on the call to case documentation rateAchieving Revenue per call targetKeeping a check on FLA’s idle percentagePlanning leaves to control shrinkageChecking the Accuracy of Knowledge Base\Logic Flow Linking to every incident.Client meetings to discuss issues and planning strategies to tackle them.Regular feedback session using SWOT analysis for all FLA’s and Level 2.Outlier management using Paretos LawManaging the Attendance Tracker for the Program.Maintaining the Shadow (defect\feedback) Files of all FLA’sUtilizing Support staff like IT, Corp Serv and HCM effectively.

Scheduling batches according to school timings.Arranging the study pattern (yearly).Underperforming Students improvement program.Collection of fees.Taking exams and issuing results.Arranging career program (yearly)

Coaching on basic and advanced computer programming languages.Promoted to Site Manager after 6 months in the organisation.Designing study curriculum and assigning it to other instructors.Key Performance IndicatorNew Addmission in a MonthStudents enrolled for new courses

Master'S Degree, Business Administration And Management, General, A

B.B.A, Management

H.S.C

S.S.C