Kavya

Kavya

$45/hr
Take care of day-to-day business while taking care of sales and procurement.
Reply rate:
50.0%
Availability:
Full-time (40 hrs/wk)
Age:
33 years old
Location:
Hyderabad, Telangana, India
Experience:
7 years
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
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