KAVYA DEVARAKONDA
• Team manager •
- •-
ABOUT ME
EDUCATION
Team manager with over 7 years of
Osmania University
experience. Managing teams of over 25
members each, for more than 4 years, I've
Bachelor of Science in biochemistry
almost perfected people management,
project, and content management. Looking
forward to work in an environment that is
Post Graduate Diploma in interior design
Singhania University
challenging with constant opportunities for
learning and growth.
EXPERIENCE
Dec 2019 - Present
R.K. Airconditioners Pvt. Ltd.
Team manager
Took care of procurement, sales, services, and AMC of air conditioners
Expanded customer base by 10%
Managed teams of over 25 people across 3 different states in India
Increased sales by 34.7% helping the company make a profit of 43.69%
Participated in tenders and got over 18 contracts over the years with Government organization
Feb 2017 - Nov 2019
Uber
Team Lead - India Growth & Governance
Monitored teams' day-to-day performance, ensuring they meet daily deadlines
Shared regular feedback with team members to help better productivity
Executed different projects that helped the BPO partners improve performance
Tracked external teams' performance to guarantee customer satisfaction
Achieved stakeholders set targets by taking care of projects end-to-end
Launched new products to enhance customer experience
Apr 2016 - Feb 2017
Uber
Community Operations Specialist
Created content for PAN India, Bangladesh, Sri Lanka
Reduced consumer concerns inflow by working on the feedback shared by BPO teams
Improved process based on the feedback received from stakeholders, end-users, and
constant review
Built knowledge base that covers all regular customer concerns
Resolved BPO concerns raised via C360 JIRAs
Changed policy, process, and product on information provided by consumers,
stakeholders, and content managers
Analyzed customer concerns and escalated issues to product, marketing, and engineering
teams
Stayed in constant touch with engineering team to fix bugs/issues related to PAN India
market
Mar 2014 - Oct 2016
Amazon India Pvt. Ltd.
Customer Service Representative
Resolved customers' concerns on phone, email, or chat
Maintained NRR less 13% for over 6 months in a year
Became SME within 5 months of permanent employment
P R O J E C T S
Content Related
CICM set up
Launched Community Operations India Change Management (CICM)
Tracked all product, policy, process, and SOP changes using JIRA Atlassian tool
Ongoing project started in March 2017, with over 4000 CICMs raised
Increased work efficiency by 12 hours a week per team member
C360 Launch
Established a platform for BPOs to escalate issues without resolution
Categorized repeat issues under separate categories
Resolved issues within 24 hours and added them as scenarios in relevant SOPs
CoE lite launch
Closed BPOs that were inefficient
Cost-effective site launched with fewer agents
Trained and mentored people for 3 months on individual topics
Improved support experience
Revenue Saved
TPH reset
With polished SOPs, time taken to resolve customer concerns reduced
Increase in number of resolves per hour led to fewer BPO working hours
With increase in TPH, saved approximately $144000 saving in 5 weeks
Refunds optimization
Found fraud patterns and arrested them by setting a refund threshold value
Decreased the refunds and appeasements expenditure by saving $67,000 within eight
weeks
Policy automation
Reduced support team interaction with customers for simple issues
Tweaked Saved Responses with concise, crisp steps for easier customer navigation
Unresolved/complicated issues would reach support team for detailed resolution
Saved nearly $72,000for 3 months on outsourced support
Product Launches
Ride Pass
PAN India product helps reduce ride prices per ride
Consumers save 10-30% per ride based on pass purchased
Successfully ran product for over 1 year
UPI Payment
Launched Unified Payments Interface (UPI) PAN India on Uber
New payment method that helps riders pay directly using their bank accounts
Helped increase non-cash payment in India on Uber
SKILLS
Content creation and development
People Management
Project Management
Training and Mentoring
Stakeholder Management
Operations Management
Conflict Management
Tendering
Procurement and sales
LANGUAGES
English
Telugu
Hindi
French
CRM WORKED
Zendesk
Salesforce
Amazon CRM