Akshayy Walia

Project Manager

West Delhi, Delhi, India13 yrs 6 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • 75% reduction in manual tasks through automation.
  • Led Six Sigma project improving NPS by 32 points.
  • Successfully transitioned global learning services.
Stackforce AI infers this person is a seasoned professional in Operations Management and Customer Experience Enhancement within the E-commerce and Education Technology sectors.

Contact

LinkedIn

Skills

Core Skills

Project ManagementProcess ImprovementCustomer Experience EnhancementProcess Re-engineeringOperational GovernanceOperational ManagementCustomer Service ExcellenceCustomer Service ManagementOperational ExcellenceTeam Management

Other Skills

LeadershipSix Sigma Black BeltTeam BuildingWorkload PrioritizationCustomer SatisfactionAnalytical SkillsQuality ManagementQuery WritingCross-team CollaborationCustomer RetentionDocumentationCurriculum DevelopmentService OperationsTeam CollaborationConflict Resolution

About

With over 12 years of experience, I don't just manage L&D projects—I transform them. As a certified Lean Six Sigma Black Belt, I architect robust operational frameworks for world-class organizations, turning complex, high-risk transitions into streamlined, high-value service delivery. My approach is rooted in process excellence that drives tangible business results. I have a proven track record of re-engineering workflows to enhance efficiency, elevate the customer experience, and ensure rigorous SLA governance. Career Highlights: ⚙️ 75% Reduction in Manual Tasks: Architected and implemented workflow automation at NIIT that cut manual effort in session coordination and reporting by 75%, dramatically improving turnaround time and accuracy. 📈 32-Point NPS Increase: Led a Six Sigma DMAIC project at Arvato that improved the Net Promoter Score (NPS) by 32 points and boosted First Call Resolution (FCR) by 18%, demonstrating a deep capability to enhance customer experience. 🚀 Led Global L&D Transitions: Successfully transitioned global learning services for a leading aircraft manufacturer, managing everything from knowledge transfer and SOP creation to the go-live of enterprise training delivery. 📊 20% CSAT Improvement: Drove strategic enhancements in customer satisfaction at Majorel by implementing root cause analysis and defect prevention, resulting in a 20% improvement in CSAT scores for a leading UK ride-hailing platform. I am actively seeking a senior leadership opportunity where I can leverage my expertise to drive enterprise-level transformation and cultivate a culture of continuous improvement. Core Competencies: Project & Transition Management Business Transformation & Change Management Process Re-engineering & Automation (Six Sigma) Global L&D Service Delivery Stakeholder Engagement & Risk Management SLA Governance & Compliance Customer Experience (CX) Enhancement Financial & Invoice Operations

Experience

13 yrs 6 mos
Total Experience
1 yr 11 mos
Average Tenure
3 yrs 8 mos
Current Experience

Niit limited

Project Manager

Sep 2022 – Present · 3 yrs 8 mos · Gurugram, Haryana, India · On-site

  • Managed end-to-end delivery of extended enterprise learning programs across multiple global entities using enterprise LMS platforms
  • Owned session creation, scheduling, participant management, and delivery governance for instructor-led and virtual learning programs
  • Led invoice generation, validation, reversals, and reconciliation across multi-entity customers, ensuring financial accuracy and audit readiness
  • Acted as a liaison between business teams, finance, and technology, resolving system gaps and operational risks
  • Designed and implemented process automation and workflow improvements, reducing manual intervention and escalation risks
  • Supported process documentation, governance frameworks, and continuous improvement initiatives
  • Played a key role in stakeholder communication, issue resolution, and escalation management with global clients
LeadershipSix Sigma Black BeltTeam BuildingTeam ManagementWorkload PrioritizationCustomer Satisfaction+58

Majorel india

Customer Service Team Lead

Apr 2021 – Sep 2022 · 1 yr 5 mos · Gurugram, Haryana, India · On-site

  • As the operational leader for the Bolt UK account, I drove service excellence and process innovation while fostering a strong client partnership to support strategic growth.
  • Performance Management: Directed daily operations for the Bolt UK account, ensuring strict SLA adherence, optimizing First Contact Resolution (FCR), and managing team performance to exceed client targets.
  • CX Innovation: Led a process improvement initiative that cut repeat contacts and delivered a 20% increase in Customer Satisfaction (CSAT).
  • Client & Growth Strategy: Collaborated with client project managers to align on operational progress and implement strategies for business growth.
  • Operational Excellence: Oversaw resource allocation, performance tracking, and quality assurance to maintain a culture of excellence and responsiveness.
LeadershipSix Sigma Black BeltTeam BuildingTeam ManagementWorkload PrioritizationCustomer Satisfaction+46

Mattsenkumar llc

Assistant Operations Manager

Sep 2019 – Mar 2020 · 6 mos · Gurugram, Haryana, India

  • As Assistant Manager, I led a large-scale catalog management operation for the Google Shopping account, focusing on team performance, operational efficiency, and process standardization to deliver exceptional quality and service.
  • Large-Scale Team Leadership: Oversaw a team of 120+ members, implementing performance management systems that improved on-time delivery rates to 97% and boosted overall production quality by 15%.
  • Process Re-engineering & Training: Realigned core operational workflows to increase team efficiency by over 20%. Developed and delivered comprehensive process documentation and training programs, ensuring 100% operational consistency across the department.
  • Financial & Operational Governance: Managed all billing and invoicing processes for the account, and ensuring timely revenue collection.
  • Performance & KPI Management: Established and tracked key operational KPIs, including team productivity, quality scores, and SLA adherence, leading improvement in overall team performance quarter-over-quarter.
Six Sigma Black BeltTeam BuildingTeam ManagementWorkload PrioritizationCustomer SatisfactionIndustry standards+61

Concentrix

Assistant Operations Manager

Oct 2018 – Sep 2019 · 11 mos · Gurgaon, Haryana, India

  • Managed the Email support project for a globally present app-based Cab Service platform.
  • Directed daily North American operations, managing team KPIs, CSAT, and shrinkage.
  • Mapping client’s requirements as well as identifying improvement areas
Six Sigma Black BeltTeam BuildingTeam ManagementWorkload PrioritizationCustomer SatisfactionAnalytical Skills+48

Arvato india

Customer Service Team Lead

Jun 2015 – Sep 2018 · 3 yrs 3 mos · Gurgaon, Haryana, India

  • Managed inbound support team for eBay IN
  • led Six Sigma project improving First Call Resolution by 18% and boosting NPS by 32 points.
Six Sigma Black BeltTeam BuildingTeam ManagementWorkload PrioritizationCustomer SatisfactionAnalytical Skills+43

Alsec technology pvt ltd

Customer Service Team Lead

Aug 2014 – May 2015 · 9 mos · Delhi, India

  • Led customer support operations for Pizza Hutt, enhancing Average Handling Time (AHT) and customer retention.
  • Mapping client’s requirements as well as identifying improvement areas & implementing measures to maximize output.
  • Retention of dissatisfied customers on the Behalf of Outlet Managers.
Team BuildingTeam ManagementWorkload PrioritizationCustomer SatisfactionAnalytical SkillsQuality Management+26

Effort bpo ltd

Team Manager

Aug 2011 – Aug 2014 · 3 yrs · Delhi

  • Managed project teams for ZigWheels.com, facilitating multiple domains and ensuring efficient operations.
  • Managed lead lifecycle service delivery, content moderation, and managing website content, Used Car listings, New Car Prices and Car discounts.
Team BuildingTeam ManagementWorkload PrioritizationCustomer SatisfactionAnalytical SkillsQuality Management+24

Education

Delhi University

BCom - Bachelor of Commerce — b com

Jan 2010 – Jan 2013

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