Summary
Overview
Work History
Education
Skills
Awardsandacknowledgements
Timeline
Generic

Akshay Karnakar

Hamilton,New Zealand

Summary

I am a dedicated Sales and Customer Service professional with seven years of experience across diverse areas, including Customer Service Assurance, Sales negotiation, IT infrastructure management, Data Networks, B2B and B2C Customer support, and Service Delivery. This combination of hands-on expertise and ongoing education equips me to excel in the dynamic world of business and customer service while staying at the forefront of industry developments.

Overview

8
8
years of professional experience

Work History

Online Retail Specialist

Pak n Save
03.2023 - 03.2024
  • Processing of Online orders, record and temperature checks by the stores Online policies and operational procedures within a timely manner
  • Resolving customer queries about payment and product prototypes
  • Inventory management
  • Multitasking about Order fulfilment.

Sales & customer service Representative

Invideo( Whitesheep Technologies Pvt Ltd)
05.2022 - 08.2023
  • Oversee end-to-end service and delivery management for a global client base
  • Manage a team of 10 professionals to ensure the efficient functioning of sales and customer service for existing and potential customers
  • Demonstrate expertise in successfully delivering complex projects while effectively managing internal stakeholders
  • Provide coaching and development to sales representatives, facilitating their professional growth and enhancing team performance
  • Create and maintain End-of-Day (EOD) sales sheets and revenue metrics to track and analyse sales performance and revenue generation
  • Implement new strategies to optimise sales processes, resulting in improved outcomes and increased sales.

Senior Process Analyst

Tata Consultancy Services Ltd
10.2017 - 04.2022
  • Work with an Australian telecom client(NBN), troubleshooting in live environments using tools such as Jigsaw, SpatialNET AutoCAD, Remedy, AMS, and Maximo
  • Responsible for planning, migrating, and maintaining network components to optimise network efficiency
  • Qualified for various technology-based trainings, including FTTN, FTTB, and FTTP, and proficiently used tools like JIRA, BMC Remedy, Maximo, NAC, TND, and BOB
  • Assign work to team members based on priority, and conduct quality checks before delivering to clients
  • Perform quality checks post-completion of any activity on live sites and maintain an activity tracker daily and weekly
  • Provide floor support and train new joiners on the process
  • Implement new strategies for cost saving and overall expansion of business.

Senior customer and technical Expert

Convergys Pvt. Limited
05.2016 - 10.2017
  • Worked on tickets and inbound calls related to the activation and deactivation of PSTN and ADSL Services for a major Australian telco
  • Acknowledged the tickets within an SLA of 15 minutes
  • Validated the tickets by checking the due date
  • Actioned the tickets by completing the provisioning and de-provisioning of services like PSTN and ADSL
  • Handled Australian Customer queries regarding their Telecom services and products
  • Worked in the environment of a ticketing and inbound call to provision and de-provision customer service
  • Utilised CRM applications like Arbor, icon, Opom, MS Office Outlook, Nexus, and IFMS for efficient task management.

Education

Master of Business Management -

The University of Waikato

Bachelor of Management studies -

Mumbai University

Skills

  • Customer Support & Query resolution
  • Microsoft Office and Google Suite
  • Team management, Subject Matter Expert, Training and supporting new team members
  • Task-oriented approach & Time management skills
  • Ability to work independently with initiative and collaboratively in a team
  • High productivity and assured quality

Awardsandacknowledgements

  • Best Sales performer of 2023 (invideo)
  • Subject Matter Expert (Tata Consultancy Services)
  • Productivity and Time Management Training

Timeline

Online Retail Specialist

Pak n Save
03.2023 - 03.2024

Sales & customer service Representative

Invideo( Whitesheep Technologies Pvt Ltd)
05.2022 - 08.2023

Senior Process Analyst

Tata Consultancy Services Ltd
10.2017 - 04.2022

Senior customer and technical Expert

Convergys Pvt. Limited
05.2016 - 10.2017

Master of Business Management -

The University of Waikato

Bachelor of Management studies -

Mumbai University

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Akshay Karnakar