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Akash Kumar
Mahapatra

Operations and Escalation Management Specialist

Visakhapatnam, Andhra Pradesh
[email protected]
8639265480

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Akash Kumar Mahapatra

Professional Summary

Results-driven Operations and Escalation Management professional with 3+ years of experience in high-growth health-tech and enterprise environments. Proven expertise in Founder’s Office operations, enterprise escalation governance, cross-functional program management, SOP design, and process optimization. Experienced in managing multi-city operations, resolving high-priority escalations, improving operational stability, and driving measurable productivity improvements. Trusted to work directly with senior leadership and C-suite stakeholders to deliver structured, data-backed solutions.

3+

Years Experience

97%

SLA Adherence

25%

Productivity Increase

Work Experience

Escalation Specialist – Founder’s Office

Aug 2023 – Jan 2026

Orchard Healthcare Pvt Ltd (Orange Health Labs)

  • Led enterprise escalation governance across multi-city operations in Bangalore, Mumbai, Delhi NCR, Hyderabad, Noida, and Gurugram.
  • Owned end-to-end resolution of high-priority internal and external escalations, achieving 97% SLA adherence.
  • Acted as central escalation authority, driving cross-functional resolution across Product, CRM, Logistics, Doctor Operations, Sales, and Technology teams.
  • Conducted Root Cause Analysis (RCA), prepared structured incident reports, and presented strategic recommendations directly to CEO and senior leadership.
  • Designed and implemented escalation frameworks, SOP governance models, and quality benchmarks to improve operational compliance.
  • Improved team productivity by 25% through workflow optimization and structured tracking mechanisms.

CS Executive / Partner Operations Specialist

Aug 2023

Orchard Healthcare Pvt Ltd (Orange Health Labs)

  • Managed end-to-end CRM workflows, enterprise partner onboarding, revenue coordination, and multi-dashboard operations.
  • Handled high-volume partner and customer queries while maintaining SLA adherence and service quality standards.
  • Served as primary coordination point between multiple operational divisions to ensure seamless service delivery.
  • Trained and mentored shift teams on escalation handling, CRM best practices, and operational compliance.

COO | (Co-Founded Startup)

Sep 2024 - Present | Bangalore

BudgetDevHub

  • Co-founded and scaled web development startup with 8–10 member cross-functional team.
  • Designed operational workflows, pricing models, and client delivery frameworks.
  • Built partnership ecosystem with Launch Vyapar for expanded digital solutions delivery.
  • Managed financial planning and budget oversight while contributing to brand identity.

Head of Marketing

May 2025 - Present | Delhi

Launch Vyapar

  • Led brand positioning, digital strategy, and growth initiatives.
  • Defined go-to-market strategy, performance marketing roadmap, and lead generation funnels.
  • Analyzed campaign performance metrics and optimized conversion strategies.

Sales Executive

Mar 2022 – Jun 2023

Cherubic Laboratories Pvt Ltd

  • Increased annual sales by 20% within first year through structured client acquisition and territory planning strategies.
  • Implemented a client retention framework that improved customer satisfaction by 15%.
  • Streamlined internal communication and follow-up processes, reducing response time by 30%.

Internships

IoT Intern

Mar 2021 – Apr 2021

Internet of Things & Applications

  • Designed and developed a Smart Home Automation System using Arduino and Bluetooth integration.
  • Built Android-based remote control functionality for real-time device management.

Featured Projects

Multifunctional IoT-Based Robotic System

Co-author and Presenter | Military Applications

Co-authored and presented research paper at IEEE Conference 2021. Contributed to system architecture design, embedded programming, and application modeling. Published under IEEE conference proceedings.

Web Automation Using Python

Developer

Built automation scripts using Python and Selenium to extract structured web data and simulate workflow testing. Developed scalable automation framework to improve efficiency and strengthen data-handling capabilities.

Core Competencies

Operations & Management

Operations Management Escalation Governance Risk Mitigation SOP Design Process Optimization Founder's Office

Strategy & Analytics

Performance Reporting Business Reviews Root Cause Analysis (RCA) Data Analytics (Python) Power BI Advanced Excel & VBA

Leadership

Cross-Functional Coordination Stakeholder Management Team Handling Executive Leadership Productivity Management

Education

Bachelor of Engineering (Computer Science)

Sapthagiri College of Engineering, VTU

2021

Certifications

  • Quality Management & Project Quality Management
  • Data Analytics using Python
  • Power BI for Business Analytics (Pursuing)
  • Advanced Microsoft Excel & VBA (Pursuing)
  • AI Tools & Prompt Engineering (Pursuing)

Let's Work Together

Looking for a seasoned Operations Specialist to drive growth and efficiency?

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