Sree Harsha Akella

Customer service and operations leader with 10+ years of experience managing high-performing support teams across FCA-regulated financial services, gaming, banking and customer operations. Skilled in people management, complaints handling, escalation resolution, SLA and KPI management, quality monitoring, coaching, workforce planning and continuous improvement. Strong background in leading 12-20 person customer support teams, improving service standards, supporting regulatory compliance and translating frontline customer insight into practical process improvements.

Holds an MSc in Project Management & Innovation, with certifications in PRINCE2 Foundation, Lean Six Sigma Green Belt, CMI Level 7 Strategic Management and Customer Experience Management.

Team Leader (Complaints/Fraud) - Teleperformance UK - Monzo Bank

(2025-11)

• Lead a team of 12-15 Complaints COps colleagues in an FCA-regulated environment, managing daily performance, coaching, 1-2-1s, quality monitoring and structured feedback cycles.
• Act as an escalation point for complex, sensitive and high-risk customer complaints, applying sound judgement, regulatory requirements and fair outcome principles.
• Support consistent complaint handling standards across written and telephone channels, ensuring secure data handling and alignment with FCA, FOS and internal compliance expectations.
• Build a customer-focused team culture through knowledge sharing, best practice sessions and inclusive communication.
• Contribute to hiring, employee relations input and performance improvement discussions, supporting fair and consistent people-management decisions.
• Analyse complaint themes and frontline feedback to support Root Cause Analysis, process improvement and better customer outcomes.
• Partner with senior leaders and operational stakeholders to identify service gaps, improve workflows and strengthen complaint-handling quality.

Team Manager - Electronic Arts (EA) Sports

(2020-04 - 2023-09)

• Managed day-to-day operations for a customer support team, including scheduling, rota planning, task allocation, attendance tracking, leave approvals and sickness cover.
• Maintained service delivery standards by monitoring SLA performance, team productivity, quality results and customer satisfaction trends.
• Improved team performance through QA monitoring, data-led coaching, structured feedback and corrective action plans.
• Led 1-2-1s, performance reviews, probation assessments and performance improvement conversations in line with HR policy and employee relations best practice.
• Prepared productivity and satisfaction reports for senior management, highlighting performance trends, risks and improvement opportunities.
• Trained and mentored team members on product updates, support processes and quality expectations, improving confidence and consistency.
• Worked cross-functionally with internal teams to resolve operational issues, improve customer experience and support continuous service improvement.

Team Leader - 247.ai

(2015-02 - 2020-02)

• Led a 20-person customer support team, coordinating daily operations, workflow allocation and performance management in a high-volume service environment.
• Supported achievement of quarterly performance targets through effective coaching, task delegation, quality monitoring and team motivation.
• Resolved escalated customer complaints and complex queries while maintaining service quality and protecting customer relationships.
• Delivered regular feedback, coaching and development support to improve colleague performance, engagement and confidence.
• Created training materials and facilitated process and product update sessions to improve team knowledge and operational consistency.
• Monitored team performance data to identify trends, address service gaps and recommend continuous improvement actions.
• Collaborated with senior management on efficiency plans, operational improvements and customer experience initiatives.

Master of Science - Project Management & Innovation - Strathclyde Business School