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Ashwin Nair

@ashwinnair5

Operations Team Lead at Accenture on Google Play, supporting 50+ developer titles through promotional featuring and maintaining 98% CSAT.

Malaysia

Message

At Accenture, I direct operations for the Google Play Scaled Developer GTM Project, distributing work across a team of 15 and maintaining daily SLA adherence.

I orchestrate promotional featuring pipelines for developer titles, including Indie Corner, Family/Kids, Early Access, and pre-registration campaigns. I also use Gemini to draft SOPs and refine help center content.

As a Project Consultant on the Google Play Partnership, I supported developers with profile reviews, feature adoption pitches, and technical onboarding while maintaining a 98% CSAT score.

Earlier, I managed operations for Shopee SG dispute management at Brandt Business Services and resolved technical issues on the StarHub project at AEGIS BPO Malaysia (Startek). I hold a Diploma in Information Technology and am pursuing a Bachelor of Information Technology.

Experience

Work history, roles, and key accomplishments

Current

Operations Team Lead

Current

Accenture

Oct 2024 - Present (2 years)

Direct operations and task distribution for a team of 15, ensuring zero operational gaps and adherence to SLAs. Orchestrated featuring pipelines for major campaigns and maintained a 98% CSAT rating.

Operations Management SLA Tracking Team Leadership Featuring Operations AI Tools Salesforce Playhub Mentor Jira CSAT

Project Consultant

Accenture

Jan 2023 - Oct 2024 (1 year 9 months)

Maintained high-volume queue execution with 30+ cases per day, securing placements for developer titles. Acted as a direct communication channel for Google BDMs and managed developer onboarding.

Queue Management Developer Communication ASO Salesforce Playhub Jira NDA Escalation Management

Operations Project Lead

Brandt Business Services

May 2020 - Dec 2022 (2 years 7 months)

Managed day-to-day operations and resource allocation for a team of 35, balancing queue demands with project milestones. Engineered operational performance reports and collaborated on SOP integration.

Team Leadership Resource Allocation Capacity Planning performance reporting Salesforce Dispute Management

Executive Technical Solutions Specialist

AEGIS BPO Malaysia (Startek)

Dec 2018 - May 2020 (1 year 5 months)

Served as a subject matter expert troubleshooting hardware and network connectivity failures. Mentored team members and maintained an 85% First-Call Resolution rate.

Technical Troubleshooting Hardware Networking Mentorship First Call Resolution