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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
o Able to see opportunities amidst of varied challenges
o 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 & 10 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)
 Credentialing (Currently US)
o Insurance
 Enrolment of patients & groups for Employers
 Renewal of Insurance

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 Data entry of HCFA & UB claims
 Updation of Provider information
 Validating & correcting invoices
 Pricing of UB claims
o Billing
 Checking if the right bill has been generated & raising Invoices
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 & 6 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 86 members currently (1Manager, 15 TLs, 51 QAs, 14 trainers & 4 SMEs)
 Ensuring COPC standards are met & adhered to for both Training & service quality.
 Ensuring adherence to SOPs.
 Handling the above stated Healthcare processes
 Daily email & call interaction with the clients
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) – 4yr & 2mnths
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

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Department: Telecom (Period: July 2007 till August 2007) – 1mnth
Job Profile:
 Handling Soft Skills training
First Source, Cochin, India
Team Executive – Training
Department: Telecom (Period: 17th
Jan 2007 till July 2007) – 6mnths
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) – 1yr & 10mnths
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 2003 till Feb 2005) – 1yr & 3mnths
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: Sep 2003 till Dec 2003) – 3mnths
Job Profile:
 Online order taking for a leading company in the U.K.
 Taking catalogue orders, Marketing products & up selling new products.
Department: UK-EGG Bank (Period: 24th
May 2002 till Sep 2003) – 1yr & 4mnths
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.

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 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.
 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 (Healthcare):
 Young leader award for year 2014/2015
 Project shortlisted for the ASQ award (American Society for Quality) in May 2016 & the project won the ‘Attendee
Choice Award Certificate’ under ‘Best use of Data’ Category. A senior member travelled from India to US to present
this project. The project was called “Supply Chain Management: Improve Efficiency in Purchase Order Processing”
 Runner up award received for the Best DMAIC Project in June 2016. The project was called “Perfect Order vision”
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.

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 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