1. Page 1 Aakash Agrawal
9512150152
avkagarwal@gmail.com
in.linkedin.com/in/meetaakash
DOB – 11th January,1990
AAKASH V. AGRAWAL
EXPERIENCE ASSOCIATE PROCESS MANAGER | ECLERX SERVICES LTD. | BOMBAY
JUNE 2013 – OCTOBER 2015
RESPONSIBILITIES
 PROCESS MANAGEMENT
 Managed the frontline operations of 11 cross functional teams working out of
multiple physical locations (both EMEA & US shifts); teams were collectively
engaged in data management & reporting activities; Support function for Dell’s
various Marketing and sales teams
 Worked with 40 FTEs including 9 team leads
 Seamless daily operations to meet the required SLAs and key client metrics
 Monitoring daily closures and escalations of the team.
 Identified automations/dashboards which were plugged in to replace manual
intervention
 Performed audits and quality checks on Team Leads & Floor Supports
 Created SOPs for daily request processing and technical help for new joiners
 Triaged client escalations, derived root cause mitigating them
 Ensured that idle time and commitment misses are minimized
 Deployed cross trained resources as backups within teams to prevent incremental
headcounts
 Ensured that all SLAs are maintained & team leads adhere and followSOPs
 Quantified bottlenecks in existing process and advocated clients to re-engineer
the procedure to bring in efficiency
 PEOPLE MANAGEMENT
 Ensured all 11 teams worked together as one, coordinating among themselves to
solvea common problem
 Conducted team huddles and meetings to discuss operational updates and any
grievances
 Identified low performers and assisted them in improving their performance by
creating a performance improvement plan
 Acted as the first point of contact for team leads and any other direct reports
 Empowered team leads to manage their daily operations independently as part of
succession planning
 Managed performance parameters within the team and also at individual level
 Yearly performance appraisal for team members based on productivity, quality
levels and certain behavioral traits for team leads
 Mentored and trained newly hired Assistant Managers and analysts on roles,

2. Page 2 Aakash Agrawal
responsibilities & daily activities
 Focused on Retention of staff through Career mapping & guiding them
 CLIENT ENGAGEMENT
 Handled nine different accounts - interacting with them on a regular basis
 Liaised with onsite counterparts and worked with them to understand and fulfill
client requirement
 Presented business updates and work effort to clients during Regular
Weekly/Monthly/Quarterly Business Reviews
 Conserved cost for the client on numerous occasions
 Co-ordinated reports on a daily basis to all clients and senior management at EOD
 Adopted to changes in client organizational hierarchy for easy transition
 Created additional business opportunities with existing/new clients
 RELATIONSHIP MANAGEMENT/QUALITY/SUPPORT FUNCTION
 Responsible for gaining 5 incremental headcounts post onboarding a onetime
activity from the client
 Provided accurate and timely business critical reports to assist leadership in their
decision making process
 Handled internal tracking metrics for all teams
 Ensured cross skillingand periodic process re-verification to ensure resource pool
 Worked with the quality team to conduct feasibility studies of processes to identify
risk factors and suggest respective control measures
 Worked closely with Human resources for hiring requirements
 Was instrumental in setting up two new processes/teams funded by clients
EDUCATION SADHANA CENTRE FOR MANAGEMENT AND LEADERSHIP DEVELOPMENT | PUNE | MBA | 2013
Specialization - Marketing
Score – 3.26/5.00 CGPA
SYMBIOSIS COLLEGE OF ARTS, COMMERCE AND COMPUTER SCIENCE | PUNE | B.COM | 2010
Specialization Subjects - Costand Works Accounting, CorporateLaw, International Economics
Score – 65.00%
SYMBIOSIS COLLEGE OF ARTS, COMMERCE AND COMPUTER SCIENCE | PUNE | H.S.C | 2007
Specialization Subjects - Information Technology,English,Mathematics
Score – 64.67%
MAHARAJA AGRASEN VIDYALAYA | AHMEDABAD | S.S.C | 2005
Specialization Subjects - Mathematics,science,Social-science,English
Score – 77.33%

3. Page 3 Aakash Agrawal
COLLEGE PROJECTS  Mystery Shopping
 Students Placements Cell - SCMLD
 Institute Audit – SCMLD
 Voluntary Teaching – Jagriti Foundation (SCMLD’s in-house NGO)
 National and Mini Seminars
CERTIFICATIONS  Stock Market Basics
TECHNICAL
COMPETENCIES
Working knowledge of the following technologies/applications:
 MS SQL
 Ariba Procurement Tool
 Salesforce
 MS Office Suite
 MS Visio
 SPSS
INTERESTS  Voracious reader
 Avid PC gamer
 Amateur dancer and singer