Sai Vamsi Kandala

SAI VAMSI KRISHNA KANDALA-| - | www.linkedin.com/in/sai-vamsi-krishna-kandala Hyderabad, India PROFESSIONAL SUMMARY Dynamic and customer-centric operations leader with over 8 years of experience in customer support, team leadership, and operational excellence. Proven success in managing high-performing teams, optimizing support processes, handling escalations, and driving customer satisfaction. Strong background in fintech, HR support, and client operations with a track record of coaching teams, streamlining workflows, and enhancing the customer journey. Seeking to leverage my experience in a customer support leadership role to foster growth and continuous improvement. CORE COMPETENCIES • Customer Support Leadership • People Management & Coaching • Escalation & Issue Resolution • CRM & Ticketing Tools (JIRA, etc.) • KPI Management & Reporting • Process Improvement & Re-engineering • Stakeholder Engagement • Training & Development • Quality Assurance & Compliance • Chatbot Optimization • Fintech & Financial Services Support PROFESSIONAL EXPERIENCE Deputy Manager – Customer Experience Zaggle Prepaid Ocean Services Pvt Ltd, Hyderabad Mar 2024 – Present • Led customer support initiatives for prepaid financial solutions, enhancing user satisfaction and engagement. • Streamlined operational workflows in collaboration with Tech and Product teams, driving efficiency and reducing resolution time. • Managed escalated customer cases and ensured high-quality resolutions. • Trained and optimized chatbot responses to improve customer interactions and self-service capabilities. • Provided actionable insights through reporting and analysis of customer behaviour and issue trends. Subject Matter Expert – Google Business Profile Tech Mahindra Ltd, Hyderabad May 2022 – Feb 2024 • Managed a team of 25 agents, coaching and monitoring KPIs including CSAT, AHT, and FCR. • Delivered training programs, updated process documentation, and maintained team proficiency. • Acted as the escalation point for complex issues and ensured resolution within SLAs. • Collaborated with stakeholders to align support strategies with business goals. • Generated and analyzed performance reports to improve service quality. ERC Senior Associate – HR Support Amazon Development Centre India, Hyderabad Mar 2021 – Dec 2021 • Supported employees via chat, call, and email on HR-related queries including payroll, leave, and compliance. • Resolved escalated cases and ensured adherence to company policies and service quality standards. • Collaborated with internal teams to streamline support processes and enhance resolution efficiency. • Maintained and updated confidential employee data and provided insights for recurring issue trends. Team Leader – Operations (US Property Preservation Process) Expert Data eServices International Pvt Ltd, Hyderabad Apr 2017 – Feb 2021 • Supervised a team of 25, delivering backend support for 15+ US clients. • Drove performance improvements through coaching, quality checks, and process audits. • Managed client relationships, handled escalations, and ensured SLAs were met. • Developed and implemented SOPs to standardize workflows and improve turnaround time. • Conducted training sessions to build team capabilities and align with changing client requirements. EDUCATION Bachelor of Business Management Kakatiya University, Hyderabad 2013 – 2016 TECHNICAL TOOLS JIRA | CRM Systems | Google Workspace | MS Excel | Ticketing Platforms | Chatbot Platforms