Akshay Prasad Deokaran
Hyderabad
Summary
Accomplished Operations Team Lead/Manager with 7+ years of experience in program and project management, stakeholder collaboration, and process optimization. Proven ability to drive performance improvement initiatives, streamline workflows, and manage cross-functional teams. Adept at identifying defects, implementing solutions, and improving key performance metrics (KPIs) to enhance service delivery and customer satisfaction. Expertise in managing incidents, stakeholder communications, and driving process enhancements through data-driven decision-making and analytics.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Technical Team Lead
Movate Technologies Pvt Ltd
06.2022 - Current
- Acting as interim Project Manager for three concurrent technical support projects, overseeing 55+ engineers and ensuring timely delivery of customer-centric solutions.
- Define and monitor KPIs and SLAs across programs to evaluate performance, identify trends, and drive continuous improvements.
- Own daily operations of global virtual technical support for Googlers, delivering resolutions for hardware, software, and system access issues.
- Utilized data analytics tools (Excel, Google Sheets) to track operational metrics, analyze trends, and generate insights that support performance improvement strategies.
- Designed and automated dashboards for real-time monitoring of ticket volume, resolution time, and CSAT.
- Conduct performance appraisals based on KRA/KPI metrics; provide actionable feedback and develop personalized improvement plans.
- Create and present weekly/monthly business performance reports and dashboards to leadership and clients.
- Supervise workforce management, including shift planning, queue monitoring, and real-time resource allocation.
- Ensure compliance with quality standards by conducting audits and enforcing security protocols, including PII protection.
- Support onboarding of new LOBs, lead knowledge transfer sessions, and mentor team members for higher responsibilities.
- Facilitate client communications and business reviews, acting as a bridge between tech teams and stakeholders.
- Proactively contribute to automation and efficiency improvements, including optimization of reporting processes and tool usage.
- Drive RCA discussions using data-backed evidence to identify root causes and implement corrective/preventive actions.
- Established risk management protocols for early identification of potential challenges in project scope.
- Boosted employee engagement levels with regular one-on-one meetings, open forums for discussion, and clear career progression pathways for team members.
Senior Associate /Investigation Specialist
Amazon
07.2016 - 02.2021
- Mentored and supported a team of 15–20 associates; monitored productivity, quality, and adherence to operational guidelines.
- Acted as POC for critical escalations and investigations, collaborating with stakeholders to drive issue resolution.
- Developed and updated SOPs to align with process changes and improve team effectiveness.
- Conducted internal quality audits, tracked KPIs, and recommended process enhancements.
- Spearheaded Kaizen and Lean initiatives that led to measurable improvements in accuracy and efficiency.
- Recognized with multiple awards for exceptional team handling, customer obsession, and productivity.
- Effectively managed multiple competing priorities while maintaining focus on delivering exceptional results for clients and the organization.
Education
Bachelor in Commerce - Business Administration
Nutan Vidyalaya, Gulbarga University
Gulbarga06-2014
Skills
- Program & Project Management
- Stakeholder & Vendor Relations
- Process Optimization & KPI Management
- Customer Relationship Management
- Incident & Escalation Handling
- Data Analysis & Reporting
- Dashboarding & Trend Monitoring
- Team Leadership & Performance Management
- Root Cause Analysis & Process Improvement
- SOP Development & Quality Audits
Accomplishments
- Spot Award – For exceptional team handling skills.
- Customer Obsession Award – Recognized for exceptional ownership in problem-solving (September 2018).
- Gemba Champion Award – For submitting the highest number of process improvement ideas (February 2017).
- Best Performer Award – For highest productivity and quality (December 2016).
Certification
- Prompt Engineering Certification – Vanderbilt University (Coursera)
- Basic Data Analytics Certification
Timeline
Technical Team Lead
Movate Technologies Pvt Ltd
06.2022 - Current
Senior Associate /Investigation Specialist
Amazon
07.2016 - 02.2021
Bachelor in Commerce - Business Administration
Nutan Vidyalaya, Gulbarga University
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