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Kyadasi Akhila

Customer Support Team Lead | 7+ Years Experience | Remote Team Management | CSAT & SLA Expert | Customer Success | Operations

Secunderābād

7+ years of work experience

ICICI Lombard
May 20241 yr 1 moMay 2025

Hyderabad, Telangana, India

1. Strategic Planning and Execution Develop and implement long-term business strategies and goals. Align departmental objectives with the company’s vision and mission. Identify new business opportunities and areas for growth. 2. Team Leadership and Development Manage and mentor mid-level managers and team leads. Foster a positive work culture and promote teamwork and accountability. Oversee recruitment, training, and performance evaluations. 3. Operational Oversight Ensure efficient day-to-day operations within their department or division. Set performance targets and monitor progress. Implement process improvements and ensure compliance with company policies. 4. Financial Management Prepare and manage budgets. Analyze financial reports to identify trends and recommend improvements. Control costs and maximize resource use. 5. Stakeholder Communication Serve as a key point of contact between upper management and their team. Present reports and updates to executives and possibly the board of directors. Maintain relationships with clients, partners, and other external stakeholders. 6. Risk Management and Problem-Solving Identify potential risks and implement strategies to mitigate them. Resolve complex issues that escalate beyond junior or mid level management.
ICICI Lombard
May 20241 yr 1 moMay 2025

Hyderabad, Telangana, India

I played a key role in managing and driving the overall performance and operational efficiency within the department. I was responsible for leading a team, developing strategic initiatives, and ensuring seamless execution of various business processes. The role requires a deep understanding of the insurance industry, excellent leadership skills, and the ability to manage complex challenges while ensuring customer satisfaction and regulatory compliance.
ICICI Lombard
May 20241 yr 1 moMay 2025

Hyderabad

IntouchCX
Feb 20205 yrs 3 mosApr 2025

Hyderabad, Telangana, India

I joined as a Process Associate and was promoted to Subject Matter Expert and then to the Team Leader within 1 year. An active contributor to Floor’s performance, who always ensured that the associates' requirements were fulfilled and received associate’s satisfaction. I have received appreciation from the clients for the new process strategies implemented. Received the Bravo award for the best performer in Team management. Developed strong interpersonal and communication skills through all my experiences in the organization. Got appreciation from the management for the best strategies, which I used to tackle different types of scenarios related to the process.
Intouch CX Pvt Ltd
20204 yrs2024

Managed remote team of 25+ associates. Improved team performance, handled escalations, and conducted training.
QCONNECT SOLUTIONS LIMITED
May 20181 yr 10 mosFeb 2020

Hyderabad, Telangana, India

Joined as a Customer Service Associate. Used to handle technical and non technical queries of the customers and resolve the issues face by the customers related to the Product and process. Worked for 1 year and 8 months and promoted as a Senior Process Associate. Achieved Bravo award twice for the best performance and technical skills.
Q-conneqt business solutions
20182 yrs2020

Delivered technical support and ensured high customer satisfaction.

Education

sreenidhi institute of science and technology

Bachelor of Technology, Electrical, Electronics and Communications Engineering

sreenidhi institute of science and technology

20124 yrs2016

Intermediate, Junior High/Intermediate/Middle School Education and Teaching

Sri Chaitanya junior college, Hyderabad

20102 yrs2012

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Headline

Customer Support Team Lead | 7+ Years Experience | Remote Team Management | CSAT & SLA Expert | Customer Success | Operations

About

Customer Support & Operations Team Lead with 7+ years of experience in BPO and customer experience environments. I specialize in managing remote teams (25+ members), improving customer satisfaction (CSAT), and ensuring SLA-driven performance. I have hands-on experience in handling escalations, coaching teams, and optimizing processes to enhance efficiency and service quality. Key highlights: ✔ Improved CSAT from 84% to 88% ✔ Reduced attrition by 15% ✔ Managed remote global support teams ✔ Strong experience in chat, email, and voice support I am currently looking for remote opportunities in: • Customer Support Team Lead • Customer Success • Operations / Service Delivery Open to connecting with recruiters and professionals in customer experience and operations.

Location

Secunderābād

Work experience

Customer Service Team Lead at ICICI Lombard, May 2024 - May 2025 · 1 yr 1 mo, Hyderabad, Telangana, India, 1. Strategic Planning and Execution Develop and implement long-term business strategies and goals. Align departmental objectives with the company’s vision and mission. Identify new business opportunities and areas for growth. 2. Team Leadership and Development Manage and mentor mid-level managers and team leads. Foster a positive work culture and promote teamwork and accountability. Oversee recruitment, training, and performance evaluations. 3. Operational Oversight Ensure efficient day-to-day operations within their department or division. Set performance targets and monitor progress. Implement process improvements and ensure compliance with company policies. 4. Financial Management Prepare and manage budgets. Analyze financial reports to identify trends and recommend improvements. Control costs and maximize resource use. 5. Stakeholder Communication Serve as a key point of contact between upper management and their team. Present reports and updates to executives and possibly the board of directors. Maintain relationships with clients, partners, and other external stakeholders. 6. Risk Management and Problem-Solving Identify potential risks and implement strategies to mitigate them. Resolve complex issues that escalate beyond junior or mid level management.

Customer Relationship Team Lead at ICICI Lombard, May 2024 - May 2025 · 1 yr 1 mo, Hyderabad, Telangana, India, I played a key role in managing and driving the overall performance and operational efficiency within the department. I was responsible for leading a team, developing strategic initiatives, and ensuring seamless execution of various business processes. The role requires a deep understanding of the insurance industry, excellent leadership skills, and the ability to manage complex challenges while ensuring customer satisfaction and regulatory compliance.

Customer Support Team Lead at ICICI Lombard, May 2024 - May 2025 · 1 yr 1 mo, Hyderabad

Operations Team Leader at IntouchCX, Feb 2020 - Apr 2025 · 5 yrs 3 mos, Hyderabad, Telangana, India, I joined as a Process Associate and was promoted to Subject Matter Expert and then to the Team Leader within 1 year. An active contributor to Floor’s performance, who always ensured that the associates' requirements were fulfilled and received associate’s satisfaction. I have received appreciation from the clients for the new process strategies implemented. Received the Bravo award for the best performer in Team management. Developed strong interpersonal and communication skills through all my experiences in the organization. Got appreciation from the management for the best strategies, which I used to tackle different types of scenarios related to the process.

Operations Team Lead at Intouch CX Pvt Ltd, 2020 - 2024 · 4 yrs, Managed remote team of 25+ associates. Improved team performance, handled escalations, and conducted training.

Senior Process Associate at QCONNECT SOLUTIONS LIMITED, May 2018 - Feb 2020 · 1 yr 10 mos, Hyderabad, Telangana, India, Joined as a Customer Service Associate. Used to handle technical and non technical queries of the customers and resolve the issues face by the customers related to the Product and process. Worked for 1 year and 8 months and promoted as a Senior Process Associate. Achieved Bravo award twice for the best performance and technical skills.

Senior Customer Service Associate at Q-conneqt business solutions, 2018 - 2020 · 2 yrs, Delivered technical support and ensured high customer satisfaction.

Education

Bachelor of Technology, Electrical, Electronics and Communications Engineering, sreenidhi institute of science and technology

Intermediate, Junior High/Intermediate/Middle School Education and Teaching, Sri Chaitanya junior college, Hyderabad