Deepthi Akunuri
Wellington,New Zealand
Overview
20
20
years of professional experience
Work History
Passenger Operator
Transdev Wellington
2024.03 - Current
- Delivering customer support for diverse inquiries and issues, fostering positive customer experience.
- Maintain customer safety by enforcing and endorsing company policies and procedures.
- Collaborate with train managers and station staff to ensure seamless operations and optimal service.
Business Analyst
ELPNZ
2024.11 - 2025.02
- Design Thinking project on Community Needs Assessment
- Worked on a Design Thinking project to identify unmet needs of communities and strategize language learning opportunities for immigrants from different countries.
- Conducted in-depth research to gather immigration trends for the past years for specific visa groups.
- Interviewed stakeholders to gain insights of unmet needs and the current situations.
- Gathered requirements, conducted gap analysis using ELPNZ data.
- Delivered a data-driven report with actionable insights & recommendations that benefit immigrants.
Business Analyst
MSD
2024.07 - 2024.10
- Digital Architecture project on Design Architecture
- Researched and applied Generative AI to document business rules, supporting enhanced government capabilities in student loan delivery.
- Engaged with stakeholders to gather requirements, design baseline architecture, and recommend solutions aligned with the target framework.
- Designed and delivered a refined target architecture to improve process efficiency, data management, and system integration.
Assistant Manager
Genpact India Pvt Ltd
2019.09 - 2023.02
- Curated Formats - Google AdWords
- Responsibilities
- Consistently maintained the operational KPIs such as productivity, quality and utilization.
- Developed and presented key metric reports to senior leadership and clients during business reviews.
- Provided data-driven profitability recommendations through detailed reporting.
- Ensured process compliance through regular audits, delivery tracking, and adherence to service level agreement (SLA) commitments.
- Achievements
- Led process improvement initiatives to eliminate non-value-added (NVA) activities, increasing operational efficiency.
- Reduced average handling time (AHT) by 3.4 mins while maintaining service quality above 99%.
- Managed a successful transition of a Google product process from an Indian vendor to the Japan team, ensuring zero disruption and full knowledge transfer.
Team Leader
Genpact India Pvt Ltd
2016.12 - 2019.08
- Google Play & Google Pay
- Responsibilities
- Worked with Google Play and Pay Global email & chat assistance teams, ensuring productivity, quality and service level
- Coaching team members on case handling and customer satisfaction improvement.
- Regular 1-on-1 and 1-to-many sessions on performance, goal setting and achievement plans.
- Monitoring of email queues, equitable case allocation with vendor partners, and ensuring adherence to turnaround time (TAT).
- Achievements
- Enhanced customer satisfaction (CSAT) by identifying key drivers of dissatisfaction and implementing targeted coaching interventions for frontline agents.
- Successfully led a backlog clearance initiative by coordinating with client and vendor partners, resulting in restored TAT compliance and improved service delivery.
- Conducted in-depth DSAT trend analysis to identify service gaps, enabling data-informed coaching that elevated customer satisfaction levels.
- Successfully completed the Google translation project of Spanish language emails to English for Google Play in 3 phases ensuring accuracy and quality.
Process Trainer
Google Play & Pay
2015.08 - 2016.12
Quality Analyst
Google Play & Pay
2014.11 - 2015.07
Customer Service Representative
Google Wallet
2013.10 - 2014.10
- Educated customers about billing, payment processing and support policies and procedures.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
Risk Underwriter
GE Capital
2007.04 - 2011.10
Customer Service Representative
GE Capital
2005.08 - 2007.03
Education
Masters - Professional Business Analysis
02.2025
Bachelors - Commerce
04.2004
Skills
- Experience in Handling Operations
- Customer Service Experience
- Data Analysis & Strategy
- Design Thinking
- Requirements Gathering & Documentation
- Stakeholder Communication skills
- Microsoft Excel, Word and MS-Office tools
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Business Analyst
ELPNZ
2024.11 - 2025.02
Business Analyst
MSD
2024.07 - 2024.10
Passenger Operator
Transdev Wellington
2024.03 - Current
Assistant Manager
Genpact India Pvt Ltd
2019.09 - 2023.02
Team Leader
Genpact India Pvt Ltd
2016.12 - 2019.08
Process Trainer
Google Play & Pay
2015.08 - 2016.12
Quality Analyst
Google Play & Pay
2014.11 - 2015.07
Customer Service Representative
Google Wallet
2013.10 - 2014.10
Risk Underwriter
GE Capital
2007.04 - 2011.10
Customer Service Representative
GE Capital
2005.08 - 2007.03