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AKHIL. M. L.
Permanent Address: 68/4, Lekshmi Nivas, Doddaiah Layout, Jogupalayam, Ulsoor, Bangalore– 560008.
Current Address: Doshi, Etopia 1, 1 B 404, 4th Floor, Panchayat Link road, Perungudi, Chennai – 600096.
Email: mlakhil@live.com Contact: +91 9943990067
‘ASSURED QUALITATIVE SERVICE DELIVERY TO ENHANCE CUSTOMER SATISFACTION’
MANAGEMENT PROFILE – BANKING, MORTGAGES & INVESTMENT, TELECOM & HEALTHCARE
Process & Operations Management, Transition & Knowledge Management, Client Relationship Management &
Team Management
A Bachelor’s degree in Chemistry from St. Joseph’s College of Arts & Science, Bangalore, backed by 13+ years of
insightful experience in areas of Operational & Business Excellence, Training & Service Quality with Banking,
Mortgages & Investments, Telecom and Healthcare
Practiced at leading cross-functional teams of creative professionals in maximizing customer satisfaction through
qualitative service delivery
EXECUTIVE SYNOPSYS
 Proven ability in lead generation & smooth knowledge transition skills from Onshore to Offshore
 Create awareness and compliance adherence amongst employees on Training & Quality methodologies
 Capable of defining business mission and integrating resource s trengths to deliver impeccable performances
aligned to overall objectives
 Attention to detail, excellent people management skills and experienced in working with Multi cultural groups
 Defined strong Standard Operating Procedures & frameworks for Training & Quality
 Significant exposure to Multiple industries and various functions
 Complete understanding of Training & Quality methodologies and success in steering them to enhanced growth
with vision to drive business excellence through efficient operations and Client servicing
STRENGTHS
 Business:
o Training & Quality Compliance
o Client relationship
o Flexibility to work in any process & place
o Knowledge Transition
o Good communication skills & learning ability
o Ability to grasp things quickly clear understanding of the business and customer also able to see
opportunities amidst of varied challenges Ability to flow with the change and demonstrate the
necessary adjustments and accepted the change
 Customer:
o Adaptability to new concepts and ideas
 Operations:
o Planning & Execution
 People:
o Positive mindset.
o People management
o Learning ability.

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HIGHLIGHTS
 Underwent an extensive training programme in Newcastle-Upon-Tyne, United Kingdom for a new Process Newcastle
Building Society (NBS) for a period of 1 month finally leading to a successful off-shoring of the process from UK to
Mumbai. Appreciation mails received from the NBS clients - 2005
 Underwent an extensive trainingprogramin Ambler – Philadelphia,United States for a Process on Market Intelligence
(MI) for a period of 1 month finally leadingto a successful off-shoring of the process from US to India (Chennai) – May
2012
 Underwent another extensive training program in Denver – Colorado, United States for a new Process on Tier1
support for a period of 2 weeks, finally leading to a successful offshoring of the process from US to India (Chennai) –
April 2014. The platform is on Salesforce.
 Effectively managed large scale on boarding and ensured that new joiner’s orientation is conducted smoothly and
effectively
 Young leader award for year 2014/2015
PROFICIENCY FORTE
Non Voice – Total experience (8 yrs & 2 months)
 UK Banking Operations (EGG) – (2 yrs & 2 months)
o Opening Savings ac,
o Processing personal loans,
o Indexing,
o Credit card application processing
 UK Mortgages & Investments (Newcastle Building society) – (1 yr & 2 months)
o Indexing,
o Processing redemption,
o Money laundering checks,
o BMW loan a/cs,
o Passbook a/c processing,
o Non passbook a/c processing,
o Processing home loans (Mortgages).
 Healthcare (4 yrs & 2 months)
o Supply chain management
 Purchase order transactions (US & Europe)
 Medical cleansing of Surgical equipment’s (US)
 Classification of Surgical equipment’s – Market Intelligence (US)
 Invoice transactions (US)
 Registrations of Hospitals & Suppliers (US & Europe)
 Email Customer Support (Currently US)
 Customer Contract Management (Currently US)
o Insurance
 Enrolment of patients
 Renewal of Insurance
 Data entry of HCFA & UB claims

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 Updation of Provider information
 Validating & correcting invoices
 Pricing of UB claims
o Data Entry (Hospital)
 Data capture of hospital admission forms
 Validatemember and insuranceinformation and approved/deny claims per clientbusiness rule
 Formatting the data in a form of a report per customer requirement
 Denying insurance as per client business rule
o Account receivables (AR calling) - Voice
 Workingon behalf of hospitals callingup insurancecompanies to check the status of the claims
that were denied earlier
Voice – Total experience (5 yrs & 5 months)
 Catalog shopping customer service - EGL (6 months)
 UK railway customer service enquiries – National railways (10 months)
 Customer Service in Domestic Telecommunication - Vodafone (4 yrs & 2 months)
PROFESSIONAL EXPERIENCE
First Source, Chennai, India
Senior Manager – Training & Service Quality
Department: Healthcare (Period: 17th October 2011 till date)
Job Profile:
 Managing a team of 60 members currently (2 Assistant Managers, 11 TLs & the remaining being Trainers & Auditors)
 Ensuring COPC standards are met & adhered to for both Training & service quality.
 Ensuring adherence to SOPs.
 Handling the above stated Healthcare processes
Projects:
 Part of multiple Green Belt projects. Yet to be certified.
First Source, Trichy, India
Assistant Manager – Training
Department: Telecom (Period: 6th August 2007 till 15th October 2011)
Job Profile:
 Managing a team of 12 Trainers.
 Handling 2 Vodafone circles (Rest of Tamilnadu & Chennai) in Training. Approximately 800 associates
 Handling both the Inbound & the Outbound training piece
 TTT certifying trainers for Vodafone
 Coordinated new hire training planning, development and execution of projects
 Daily interaction & relationship building with clients.
 Smooth knowledge transition of any product launch
First Source, Vijayawada, India
Team Executive – Training
Department: Telecom (Period: July 2007 till August 2007)
Job Profile:
 Handling Soft Skills training

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First Source, Cochin, India
Team Executive – Training
Department: Telecom (Period: 17th
Jan 2007 till July 2007)
Job Profile:
 Handling Soft Skills training & Process Training on Post-paid.
 Daily interaction & relationship building with clients.
First Source, Mumbai, India
Team Executive – Training
Department: Mortgages & Investments (Period: March 2005 till Dec 2006)
Job Profile:
 Process Training & quality monitoring for both Mortgages & Investments.
 Query handling for all the tasks like Indexing, Processing redemption, Money laundering checks, BMW loan a/cs,
Passbook a/c processing, non-passbook a/c processing, processing home loans (Mortgages) etc.
 Daily interaction & relationship building with clients.
 “Five S" implementation.
First Source, Bangalore, India
Senior Customer Service Associate
Department: UK National Railways (Period: Dec 2004 till Feb 2005)
Job Profile:
 Enquiry line related to the U.K. National Railways.
 Assisting all new comers who come onto the floor & monitoring them as well.
 Floor walking (SME concept)
Department: Express Gift Limited - EGL (Period: Jul 2004 till Dec 2004)
Job Profile:
 Online order taking for a leading company in the U.K.
 Taking catalogue orders, Marketing products & up selling new products.
Department: EGG Bank (Period: 24th
May 2002 till July 2004)
Job Profile:
 Processing Egg Savings Account applications.
 Processing Egg Account Credit card applications.
 Processing Indexing, Loan applications & Card operations.
ACHIEVEMENTS
Bangalore:
 Six Sigma certificate achieved for the period 20th - 30th January 2003.
 Certificate of achievement for consistent performer, Team EGG SAVINGS ACCOUNT (ESA) - January, 2003.
 Certificate of achievement for Best performer, Team EGG SAVINGS ACCOUNT (ESA) - March, 2003.
 Record Breaker of the month with 100% accuracy, Team EGG SAVINGS ACCOUNT (ESA) - March 2003.
 Six Sigma certificate achieved for the period 15th - 31st March 2003.
 Six Sigma certificate achieved for the the month of April 2003.
 Certificate of achievement for Best performer, Team EGG SAVINGS ACCOUNT (ESA) - April,
2003.

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 Certificate of achievement for the 1st Best performer, Team EGG SAVINGS ACCOUNT (ESA) - June, 2003.
 Six Sigma certificate achieved for the the month of July 2003.
 Certificate of achievement for the 2nd Best performer, Team EGG SAVINGS ACCOUNT (ESA) - July, 2003.
 Certificate of achievement for the Best performer among new comers, Team Credit Services - August, 2003.
 Certificate of achievement for the Star of the month, Team NRES - December, 2004.
 Certificate of achievement for the Star of the month, Team NRES - March, 2005.
Mumbai:
 First Process in Mumbai to be "FIVE S" compliant
Cochin:
 Was one among the top 5 trainers during the TTT which was conducted out of 18 members.
Trichy:
 Consistently achieved the Top 3 ranks in the Training score card for more than 8 months for both the Rest of
Tamilnadu & Chennai
 The best training team for the quarter across India (Sep, Oct & Nov ‘ 09)
 Was deputed to Siliguri in 09-10 to handle the training function & put processes in place
 Was deputed to Hubli in 2011 to handle the training function & put the processes in place. Also received an
appreciation mail from the Vodafone Karnataka team for the turnaround shown in a short span of time.
 Awarded the “Best support Icon” by the Vodafone clients in 09-10
 Handled 3 centers (Trichy, Karnataka & Cochin) for Vodafone Training for a short span
Chennai:
 Young leader award for year 2014/2015
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ACADEMICS
 St. Joseph’s College of Arts & Science (BSC, Chemistry)
 St. Joseph’s College of Arts & Science (PCMB)
 FAPS & Kairalee Niketan High school
INTEREST AND PURSUITS
 Sports, Tanjore paintings, Glass paintings, making Jelly candles, listening to music & Net Surfing.
PERSONAL DETAILS
 Date of Birth : 11th January, 1980.
 Sex : Male.
 Fathers name : N. K. Muralidharan.
 Nationality / Marital Status : Indian / Married.
 Languages known : English, Malayalam, Kannada, Hindi & Tamil.
Passport No.: K2664455 valid till 29th March, 2022
US VISA: Business VISA available valid until 2022
Reference Available on Request