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kalyan akula

@kalyanakula

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I lead customer-support, operations, and analytics programs that turn complex data into measurable business outcomes.

United States

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What I'm looking for

I'm looking to lead cross-functional programs spanning customer experience, operations, product, and analytics, where I can build scalable operating mechanisms, translate complex data into priorities, and deliver measurable customer and financial outcomes.

At Amazon, I led business operations for AWS Premium Customer Support across APAC and LATAM, aligning Support, Product, Engineering, Finance, Contracts, and regional leaders around performance priorities.

I built KPI frameworks, data contracts, financial models, and operating reviews that clarified customer-support performance, cloud consumption, pricing, cost-to-serve, and regional outcomes. I identified approximately $9 million in monthly billing exposure and helped secure sponsorship for a remediation program covering approximately $100 million annually.

Previously, I led analytics teams and client relationships for Microsoft Rewards at LatentView Analytics, where customer behavior and SKU economics informed a redemption strategy that increased promoted redemptions by 50% and repeat engagement by 20%.

Across Microsoft, Novartis, and consulting roles, I've used SQL, Python, R, Tableau, experimentation, customer feedback, and financial analysis to uncover root causes, improve customer journeys, and turn insights into accountable action.

Experience

Work history, roles, and key accomplishments

Business Insights Manager

Amazon

May 2020 - Mar 2026 (5 years 10 months)

Led a cross-functional business operations program for AWS Premium Customer Support across APAC and LATAM, aligning technical support, product, engineering, finance, and regional leaders around performance priorities. Established KPI frameworks, built SQL-based financial models, and identified $9 million in monthly billing exposure, securing leadership sponsorship for a remediation program coverin

SQL Excel KPI Frameworks Financial Modeling Root Cause Analysis Program Management Data Analysis AWS Customer Support Operations

Consultant | Marketing Intelligence

LatentView Analytics

May 2017 - May 2020 (3 years)

Led and developed an analytics team supporting Microsoft Rewards, delivering strategic analysis across customer engagement, experimentation, and program economics. Reworked redemption strategy to drive a 50% increase in promoted redemptions and identified $1.2M in annual rewards cost leakage, influencing corrective action.

Analytics Customer Engagement Experimentation Program Economics Client Management Team Leadership SQL Data Analysis

Analytics Consultant | Customer Experience

Engineering Technology Associates

Mar 2015 - Aug 2016 (1 year 5 months)

Led customer-experience and Voice of Customer analytics for Office 365, integrating survey feedback, transactional data, and product telemetry to identify onboarding friction. Developed Python- and R-based NLP, text-classification, and sentiment models to identify satisfaction drivers and deliver executive-ready recommendations.

Python R NLP Text Classification Sentiment Analysis Kano Modeling Statistical Analysis Customer Experience Voice Of Customer Product Analytics

Analyst | Sales Force Effectiveness

Novartis Healthcare

May 2013 - Jan 2015 (1 year 8 months)

Built revenue forecasts and redesigned incentive payout curves using regression and market-share analysis. Owned sales-operations analytics for Novartis Italy, including target attainment, incentive calculations, and territory reporting, and established performance dashboards in Tableau and Excel.

Revenue Forecasting regression analysis Market Share Analysis Sales Operations Incentive Design Tableau Excel Data Analysis

Consultant | Market Research & Competitive Intelligence

Orbees Business Solutions

Jul 2012 - May 2013 (10 months)

Conducted market sizing, competitive intelligence, and geographic opportunity analysis for a global medical-device client, developing market-entry strategies with country leaders.

Market Research Competitive Intelligence Market Sizing Opportunity Identification Strategy

Data Analyst | E-Commerce SEM SEO

LatentView Analytics

Jun 2011 - Jun 2012 (1 year)

Developed an advertising pricing and bid-optimization model across millions of listings, predicting revenue per click using machine-learning models to maximize net revenue. Migrated ETL from R to SQL, reducing runtime from one day to two hours, and delivered NLP-based customer and search insights for Shopzilla and Microsoft Xbox.

Machine Learning Pricing Optimization Bid Optimization ETL SQL R NLP Data Analysis Ecommerce SEM SEO

Education

Degrees, certifications, and relevant coursework

BITS Pilani, Goa Campus

Master of Science, Biological Sciences

2006 - 2011

Pursued a Master of Science in Biological Sciences and a Bachelor of Engineering in Chemical Engineering at BITS Pilani, Goa Campus from 2006 to 2011.