Akshay Kumar D profile photo 1 on Tal

Akshay Kumar D

Support Ops | CX | Scaling Teams | $1M Impact| CX, SLA & Process Optimization Expert

Bengaluru

7+ years of work experience

Lenovo
Aug 20241 yr 10 mosPresent

Bengaluru, Karnataka, India

Lead end-to-end B2B & B2C support operations across India & ANZ (50+ team size) Drive KPI performance (SLA, FCR, CSAT, NPS, ASA, cost metrics) Generated ₹100M+ revenue via upsell & warranty monetization programs Sustaining ₹10M–₹15M quarterly revenue impact Reduced repeat calls, dispatch costs, and escalations through RCA & process optimization Manage stakeholder alignment with Lenovo leadership and deliver WBRs Own workforce planning: capacity, forecasting, and resource optimization
Lenovo
Feb 20213 yrs 7 mosAug 2024

India

Led technical support teams through proactive huddles and strategic training programs, reducing recurring issues by 30% and boosting KPI compliance by 15%. Championed team development and engagement, driving collaboration and operational excellence. Enhanced team collaboration by conducting frequent huddles to identify and resolve technical roadblocks, reducing issue resolution time by 20%. Delivered targeted technical training and hands-on workshops, improving employee technical proficiency and increasing KPI compliance by 15%. Implemented regular assessments and feedback loops, ensuring continuous improvement and alignment with business standards. Reduced recurring technical issues below business benchmarks by analyzing root causes and introducing process improvements. Organized seminars and practical sessions to address knowledge gaps, resulting in a 30% decrease in repeat call reasons (RIR). Boosted team engagement and performance through proactive coaching and personalized development plans.
Lenovo
Sep 20191 yr 6 mosFeb 2021

India

• Provided L1 support to commercial clients, addressing all technical queries efficiently. • Coordinated with engineering teams to resolve issues and ensure timely solutions. • Collaborated with the logistics team to facilitate the smooth delivery of parts.
Amazon
Sep 20184 mosDec 2018

India

Education

Garden City University

Bachelor of Commerce - BCom, Accounting and Business/Management

Garden City University

20163 yrs2019
SEA College of Engineering and Technology (SEACET), Bengaluru

SEA College of Engineering and Technology (SEACET), Bengaluru

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Headline

Support Ops | CX | Scaling Teams | $1M Impact| CX, SLA & Process Optimization Expert

About

Program Operations and Technical Support Leader with experience managing end-to-end B2B and B2C support for Fortune 500 clients, including Lenovo across India and ANZ. I specialize in driving operational excellence through KPI governance, SLA management, and customer experience optimization. I have successfully led large-scale contact center operations, managing 50+ member teams across voice, chat, and e-ticket channels. Key achievements include: • Generated ₹100M+ revenue within 8 months through upsell and warranty monetization • Sustained ₹10M–₹15M quarterly revenue impact • Improved FCR, reduced repeat recalls, and optimized cost drivers • Led workforce planning, capacity optimization, and escalation management I am passionate about transforming support operations into revenue-generating, customer-centric business functions using data-driven decision-making and process optimization. Open to leadership roles in Program Management, Operations, and Customer Experience.

Location

Bengaluru

Work experience

Operations & Technical Support Leader - Lenovo Account at Lenovo, Aug 2024 - Present · 1 yr 10 mos, Bengaluru, Karnataka, India, Lead end-to-end B2B & B2C support operations across India & ANZ (50+ team size) Drive KPI performance (SLA, FCR, CSAT, NPS, ASA, cost metrics) Generated ₹100M+ revenue via upsell & warranty monetization programs Sustaining ₹10M–₹15M quarterly revenue impact Reduced repeat calls, dispatch costs, and escalations through RCA & process optimization Manage stakeholder alignment with Lenovo leadership and deliver WBRs Own workforce planning: capacity, forecasting, and resource optimization

Lv 2 Technical support specialist at Lenovo, Feb 2021 - Aug 2024 · 3 yrs 7 mos, India, Led technical support teams through proactive huddles and strategic training programs, reducing recurring issues by 30% and boosting KPI compliance by 15%. Championed team development and engagement, driving collaboration and operational excellence. Enhanced team collaboration by conducting frequent huddles to identify and resolve technical roadblocks, reducing issue resolution time by 20%. Delivered targeted technical training and hands-on workshops, improving employee technical proficiency and increasing KPI compliance by 15%. Implemented regular assessments and feedback loops, ensuring continuous improvement and alignment with business standards. Reduced recurring technical issues below business benchmarks by analyzing root causes and introducing process improvements. Organized seminars and practical sessions to address knowledge gaps, resulting in a 30% decrease in repeat call reasons (RIR). Boosted team engagement and performance through proactive coaching and personalized development plans.

L1 engineer at Lenovo, Sep 2019 - Feb 2021 · 1 yr 6 mos, India, • Provided L1 support to commercial clients, addressing all technical queries efficiently. • Coordinated with engineering teams to resolve issues and ensure timely solutions. • Collaborated with the logistics team to facilitate the smooth delivery of parts.

Internship at Amazon, Sep 2018 - Dec 2018 · 4 mos, India

Education

Bachelor of Commerce - BCom, Accounting and Business/Management, Garden City University

SEA College of Engineering and Technology (SEACET), Bengaluru