Akhileshwar Singh

Lead a 5-member cross-functional team for enterprise clients, managing onboarding, support delivery, and retention. Own relationships with high-value accounts and coordinate with Sales and Engineering to resolve critical issues.

Collaborated with Engineering, Policy, and L2 support teams to resolve escalations and maintain service within SLAs. Investigated fraud cases involving Apple Pay and Gift Card misuse, and delivered omnichannel support maintaining high CSAT.

Led a team of 10 executives across EMEIA, managing 40+ B2B accounts and driving SaaS implementation and CRM adoption. Increased platform adoption by 35% and contributed to 20% revenue growth through strategic partnerships.

Managed a portfolio of key clients achieving $400,000 ARR, with the largest deal worth $42,000. Increased upsell conversion by 15% and reduced churn through optimized customer lifecycle engagement plans.

Managed retention and loyalty programs via live chat, email, and phone, sustaining a 95% satisfaction rate. Handled B2B and B2C account management, increasing transaction values by 10% through upselling.

Postgraduate Diploma in Process Quality Engineering from Conestoga College, Ontario, Canada, completed in 2023.

Bachelor of Technology in Mechanical Engineering from Kalinga Institute of Industrial Technology, Khurda, completed in 2017.