Akilan Rogers

Results-driven Operations Executive with extensive experience managing field operations, customer retention strategies, telematics deployment, and service delivery across fast-paced tech and automotive sectors. Proven track record of optimizing operational workflows, leading field teams, driving new product rollouts (training & QA bug resolution), and boosting retention through persuasive communication. Skilled in process optimization, SLA compliance, CRM/Zendesk tracking, root cause analysis (RCA), and cross-functional stakeholder management.

Adept at transforming customer escalations into high-retention outcomes while maintaining high CSAT standards and operational accuracy.

Operations Executive (Returns & Retention) at Cars24 (2026-01 – 2026-07)

• Managed end-to-end vehicle return logistics and reverse supply chain operations, ensuring seamless execution, compliance, and resolution of customer return requests.
• Spearheaded customer retention and churn reduction initiatives, achieving a 15–20% increase in customer retention by conducting Root Cause Analysis (RCA) on high-priority return friction points.
• Processed return workflows and lifecycle management for non-retained vehicles, coordinating cross-functional teams for pick-ups, refunds, and inventory handovers.
• Conducted rigorous SLA tracking and stakeholder management to minimize turnaround time (TAT) by 25% and elevate Customer Satisfaction (CSAT) scores.
• Analyzed operational metrics, retention conversion rates, and workflow bottlenecks using Zendesk, CRM systems, and Excel dashboards.

Operations Executive at Wheelseye Technology (2023-02 – 2025-12)

• Managed end-to-end field operations for IoT and telematics products including GPS trackers, FASTag, Diesel Sensors, and Dash Cams.
• Led multi-state field training and onboarding for ground technicians on newly launched telematics products (Diesel Sensors and Dash Cams).
• Collaborated closely with field teams and product engineers to track operational issues, troubleshoot hardware/software bugs, and drive end-to-end product bug resolution prior to full deployment.
• Coordinated directly with fleet owners, ground teams, and field technicians to ensure seamless product installation, onboarding, and rapid resolution of operational escalations.
• Supervised field force management across 3 states, leading 80+ installers to maintain a 98%+ same-day SLA adherence rate across 100+ daily field tasks.
• Monitored performance KPIs, VTU activation, and prepared operational reports to drive process optimization and team productivity.

Customer Service Representative at Wheelseye Technology (2021-08 – 2023-02)

• Managed high-volume customer inquiries, technical troubleshooting, and priority ticket resolution regarding GPS tracking, telematics hardware, and service outages via Zendesk and CRM systems.
• Consistently achieved strong CSAT ratings and reduced resolution times through proactive communication, follow-ups, and adherence to strict response SLAs.
• Collaborated closely with field operations, logistics, and engineering teams to escalate critical customer issues, ensuring rapid first-contact resolution (FCR).
• Guided new fleet owners through software platform navigation, account setup, and usage best practices to maximize adoption and reduce customer churn.
• Maintained structured logs of customer interactions, ticket histories, and product feedback to support process improvements and quality audits.
• Analyzed recurring customer escalation patterns and customer feedback trends to recommend platform usability enhancements to product teams.
• Provided end-to-end issue tracking and empathetic support during high-priority system downtime incidents to de-escalate dissatisfied clients.

Sales Associate at Dhani Loans (2021-02 – 2021-07)

• Executed outbound lead generation and cold outreach campaigns to drive customer acquisition for direct financial services.
• Assessed customer requirements to pitch tailored solutions, consistently exceeding monthly sales quotas and conversion metrics.
• Fostered long-term client relations through systematic follow-up strategies and account maintenance.
• Qualified prospective leads through detailed financial criteria checks and documentation verification to streamline pipeline conversion.
• Maintained accurate lead status tracking and sales pipeline documentation in CRM systems to support weekly sales forecasting.

B.Sc. in Computer Science – Kamaraj University (2020)