1. Akil Kumar Edla
Phone: +919963998977
E-mail: akkilkumar@gmail.com
PROFESSIONAL PROFILE
Over 6+ years of experience in Project/Account management and Operations.
Monitoring and managing large and complex projects with a consistent track record of leading
& delivering enterprise support projects.
Committed to professionalism, highly organized, able to see the big picture while paying
attention to small details, and excellent communication skills.
SUMMARY OF SKILLS
Managerial Skills:
Excellent planning, scoping, scheduling and delivery skills
Expert in leading enterprise software support solution projects
Solid team empowerment, motivation, and leadership skills
Strong documentation and reporting skills
Excellent interpersonal, collaboration, and problem solving skills
Key Components:
Project/ Program Management
Strategic Planning
Staffing and Management
Testing and Quality Assurance
EDUCATION
Six Sigma Green Belt Certified.
Master of Business Administration
ITIL Information Technology Infrastructure Library - Foundation Certification
Diploma in Computer Science – NIIT
Bachelor of Commerce Degree – Osmania University
PROFESSIONAL EXPERIENCE
Manager-Operations - (Jan 2015 – Till Date)
Job Summary
Manager – Operations is responsible for assisting the leadership team in managing help desk
personnel and assisting with all operational functions. Also responsible for managing the ongoing
(upcoming) projects and maintains the budget and the required quality standards. To manage the
work of Analysts, allocating and utilizing resources in an efficient manner and maintaining a co-
operative, motivated and successful team, as well as managing and maintaining the relationship
with several client contacts.
Principal Responsibilities: (Essential Function)
Help to identify staffing requirements based on forecasted call volume, projects, etc.
Provide input to the leadership team with regards to staff as it relates to Performance
Appraisals, Performance Improvement Plans, Analyst Remediation, etc
Managing and leading the projects.
Managing co-ordination of the partners and working groups engaged in project work.
Recording and managing project issues and escalating where necessary.
Resolving cross-functional issues at project level.
Managing project scope and change control and escalating issues where necessary.
Monitoring project progress and performance.
Providing status reports on a regular basis.
Managing project evaluation and distribution activities.
2. Working closely with users to ensure the project meets business needs.
Maintaining the Purchase Orders and statement of work
Identifying user training needs and advising the leadership team of the next steps
Client Management
Act as Primary contact for several operating companies.
Obtain client input and develop a monthly call forecast and ensure staffing is aligned to the
forecast
Develop Client Dashboard presentations, analyze data, and provide process improvement
recommendations to clients
Detailed project planning and maintaining a detailed project plan.
Managing project deliverables in line with the project plan.
Participate in all internal client reviews and external client dashboard meetings.
Facilitate C3i operational planning for upcoming client business events (re-alignments,
expansions, new application launches, new services, etc)
Deliver monthly account business reports (call volume & patterns, hardware service
demands, training needs, process improvements, revenue growth, and business
opportunities)
Facilitate development, internal review, and client delivery of Statements of Work for
incremental business
Operational Processes
Forecast calls volume based on trends and upcoming events and projects. Build/adjust
staff model based on forecast
Build and adjust schedule across all functions (Analysts, Team Leads, Queue monitoring
functions, etc.)
React to short term staffing issues (people out, holidays, emergency, etc.).
Ensure Analysts meet efficiency requirements
Identify and communicate issues that may impact Service Levels.
Quality
Continuously measure all SLAs: ASA, Abandoned Rate, First Call Resolution, Escalation
hand off times, Customer Satisfaction, etc. and take corrective action when necessary
Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Customer
Satisfaction, etc. and coordinate corrective actions (Additional Training, targeted Quality
Analysis, etc.)
Document all Operational processes in Standard Operating Procedures
Ensure all Staff follows SOPs as laid out by Management
Change Management
Liaise with the Management in India and US to understand all upcoming changes to the
environment (new application releases, sales force expansions, realignments, etc.)
Assist the Management and projects teams in preparing them for each change event
(review training program, ensure understanding of new SOPs)
Provide status to the leadership team and US Based Management team as projects move
forward.
Cross-Tier Communication
Maintain constant communication with other Tiers and vendors as necessary (Hardware
Operations, Tier 2, Client Operations Resources, C3i Account Teams, 3rd Party related client
teams, etc.)
Ensure fluidity of interactions with other tiers and vendors (Escalations, etc.)
Reporting
Assist Management and leadership team to ensure all relevant data is reported on a timely
manner.
Analyze Operational and Project reports and take corrective action as needed working in
3. conjunction with the Management team.
Assistant Manager-Operations / Account Management - (Jan 2010 – Jan 2015)
C3i- Inc
Job Summary
Assistant Manager – Operations / Account Management is responsible for assisting the Operations
Manager in managing help desk personnel and assisting with all operational functions. Also
responsible for managing the ongoing (upcoming) projects and maintains the budget and the
required quality standards. To manage the work of Analysts, allocating and utilizing resources in
an efficient manner and maintaining a co-operative, motivated and successful team, as well as
managing and maintaining the relationship with several client contacts.
Principal Responsibilities: (Essential Function)
Help to identify staffing requirements based on forecasted call volume, projects, etc.
Provide input to the leadership team with regards to staff as it relates to Performance
Appraisals, Performance Improvement Plans, Analyst Remediation, etc
Managing and leading the projects.
Managing co-ordination of the partners and working groups engaged in project work.
Recording and managing project issues and escalating where necessary.
Resolving cross-functional issues at project level.
Managing project scope and change control and escalating issues where necessary.
Monitoring project progress and performance.
Providing status reports on a regular basis.
Managing project evaluation and distribution activities.
Working closely with users to ensure the project meets business needs.
Maintaining the Purchase Orders and statement of work
Identifying user training needs and advising the leadership team of the next steps
Client Management
Act as Primary contact for several operating companies.
Obtain client input and develop a monthly call forecast and ensure staffing is aligned to the
forecast
Develop Client Dashboard presentations, analyze data, and provide process improvement
recommendations to clients
Detailed project planning and maintaining a detailed project plan.
Managing project deliverables in line with the project plan.
Participate in all internal client reviews and external client dashboard meetings.
Facilitate C3i operational planning for upcoming client business events (re-alignments,
expansions, new application launches, new services, etc)
Deliver monthly account business reports (call volume & patterns, hardware service
demands, training needs, process improvements, revenue growth, and business
opportunities)
Facilitate development, internal review, and client delivery of Statements of Work for
incremental business
Operational Processes
Forecast calls volume based on trends and upcoming events and projects. Build/adjust
staff model based on forecast
Build and adjust schedule across all functions (Analysts, Team Leads, Queue monitoring
functions, etc.)
React to short term staffing issues (people out, holidays, emergency, etc.).
Ensure Analysts meet efficiency requirements
Identify and communicate issues that may impact Service Levels.
Quality
Continuously measure all SLAs: ASA, Abandoned Rate, First Call Resolution, Escalation
4. hand off times, Customer Satisfaction, etc. and take corrective action when necessary
Review all aspects of Process Effectiveness: QA scores, Training scores, FCR, Customer
Satisfaction, etc. and coordinate corrective actions (Additional Training, targeted Quality
Analysis, etc.)
Document all Operational processes in Standard Operating Procedures
Ensure all Staff follows SOPs as laid out by Management
Change Management
Liaise with the Management in India and US to understand all upcoming changes to the
environment (new application releases, sales force expansions, realignments, etc.)
Assist the Management and projects teams in preparing them for each change event
(review training program, ensure understanding of new SOPs)
Provide status to the leadership team and US Based Management team as projects move
forward.
Cross-Tier Communication
Maintain constant communication with other Tiers and vendors as necessary (Hardware
Operations, Tier 2, Client Operations Resources, C3i Account Teams, 3rd Party related client
teams, etc.)
Ensure fluidity of interactions with other tiers and vendors (Escalations, etc.)
Reporting
Assist Management and leadership team to ensure all relevant data is reported on a timely
manner.
Analyze Operational and Project reports and take corrective action as needed working in
conjunction with the Management team.
Siebel Administrator - (Dec 2008 – Dec 2009)
C3i- Inc
Key role in taking back-up of project server data on monthly basis.
Handled manual & automated QC of the work done by other team of the daily work done.
Instrumental role in accounts & contacts & thereby creating opportunities & activities.
Updated database in CRM Application.
Monitoring Transaction Processor, Transaction Merger and Transaction Router
Running DB Extracts for Remote Client Nodes
Monitoring Synchronization Manager Session.
Resolving Local (Remote) data issues and Synchronization Issues
Administrating all the items in 'Administration - Data'
Server Components Monitoring
Migration and Deployment of Siebel Objects from One environment to Another.
User Administration
Creation and Monitoring of Siebel Setup/Environment
Job Administration (running Jobs for EIM, Workflow Process Batch Manager, Batch Assignment
and so on).
Proactively Identifying the issues (specially related to performance) and providing the
necessary solutions.
Co-Ordination with Network/Computer Management/Database Administration team for
Connectivity, Patch Update, Upgrade and Data backup activities.
Senior Quality Assurance Analyst – (August 2008 – Nov 2008)
C3i- Inc
Developing targeted QA guidelines & implement any client-specific or otherwise targeted QAs,
basis client/management input.
Scrutinizing and scoring inbound calls on a daily basis in an effort to track Helpdesk Analyst’s
compliance to Quality Assurance standards utilizing the application (Voice Print) or live service
5. observes.
Scheduling and maintaining all Helpdesk Analysts information in the Voiceprint (call capture)
system.
Verifying accuracy and completeness of AR logging practices including, but not limited to,
categories, resolution, status, documentation and escalations.
Preparing and delivering quality evaluation reports including but are not limited to help desk
Analyst’s QA Scores & recommendations for remediation.
Delivering training to Help Desk Analysts based on issues identified during QA.
Coordinating with Subject Matter Experts and other resources involved in QA’ing Help Desk
Analysts. Coordinate with QA Manager to provide training requirements based on QA data
Identifying and reporting Quality Assurance concerns (trends) to management. Make specific
recommendations to management on how to improve processes, based on observations.
Participate in the implementation of these recommendations
Developing and delivering QA Department presentations in conjunction with the QA Manager
as part of New QA Analyst/New Hire Training, and refreshers for existing QA analysts.
Functioning as a mentor for newly promoted QA analysts, inclusive of report and account pass
/ fail criteria training.
Working with account owners/management teams to ensure that all Knowledge items /
objects are updated and reviewed at regular intervals, and also help identify opportunities for
new additions / changes to the same.
Streamlining & coordinating monthly calibration session to ensure consistent grading of Call
quality.
Trainer (May 2007 – July 2008)
C3i - Inc
Assessing training needs of the Help Desk Analysts population, regularly assessing HDAs’
proficiency & adapting the novel changes in the client’s system (Change Management
Process).
Preparing Training plans and training material based on above assessment.
Scheduling training classes in coordination with HD Manager’s staffing schedules with minimal
impact on call taking ability.
Delivering training (instructor-led, self training or C / WBT) to current and new hire HDAs on
Customer service skills, Client application & process (e.g. escalation procedures,
troubleshooting scripts, etc.) & C3i Help Desk processes and technology (e.g. Horizon, etc.)
Liaising with voice & accent training provider for assessment and remediation training on
accent.
Developing and administering a comprehensive skills assessment
Presenting results to the Ops Team and make recommendations for remediation as required
Developing other ad-hoc skills assessment, as required (new application, etc.)
Performing QA assessments, as required
Providing Just in Time remediation to HDAs based on QA assessments
Monitoring Help Desk Analyst progress after remediation training has been performed.
Providing group and individual performance feedback based on fact based data (training
assessments and/or QA results)
Interacting with Help Desk Management team and Process Manager to report trainee
progress, facilitate communications, and elicit input for aligning training activities with
business objectives.
Managing training room and equipment logistics.
HelpDesk Analyst – (Sept 2005 – May 2007)
Handling Business to business inbound calls and remotely configuring Client laptops and fixing
all client related software and hardware issues.
Personal Dossier:
Date of Birth: 4th March 1985
Passport Number: G7051165
Passport Issue Date: 16/01/2008
