Chavali Lakshmi Maanasa
Hyderabad
Summary
Dedicated professional with a solid background in client relationship management and a strong focus on delivering excellent service. Proficient in IT service management principles and skilled in leveraging project management tools to optimize operations and improve service quality. Committed to achieving impactful outcomes and consistently exceeding client expectations through seamless service delivery.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Associate Analyst
Deloitte USI
10.2022 - Current
- Led end-to-end service delivery of one of the most complex and business-critical customer experience programs (B2B), overseeing strategic planning, delivery execution, reporting, and issue escalations to ensure achievement of key metrics (CSAT, SLA, quality, cost per unit, utilization).
- Primary point of contact for clients and stakeholders, conducting recurring cross-functional syncs and business reviews to align on short-term needs and long-term objectives.
- Managed delivery of 7+ global customer experience projects, consistently exceeding operational KPIs through optimized workflows, automation, and service excellence.
- Implemented cost-of-quality strategies, reducing operational inefficiencies and non-productive hours without compromising service standards or business goals.
- Certified Medallia expert, leveraging platform features for automated survey deployment, multilingual experience personalization, feedback collection, and actionable insights generation.
- Proficient in Qualtrics to build adaptive feedback loops, improve survey reach, and support advanced data planning strategies tailored to global customer bases.
- Developed AI-driven reporting solutions using automated email workflows and performance dashboards, boosting reporting accuracy and stakeholder transparency.
- Collaborated with cross-functional, cross-geographical teams (Product, Vendor Operations, GTM, Finance, HR, Legal) to deliver seamless service operations and escalate high-priority issues.
- Recognized by Deloitte senior leadership and clients for exemplary performance in high-pressure environments, critical program ownership, and solving complex implementation challenges under tight deadlines.
- Enhanced team performance through continuous monitoring, coaching, and the implementation of performance metrics, identifying areas for improvement and driving operational excellence.
- Coordinated across departments to ensure seamless and scalable support delivery, while maintaining appropriate staffing levels to meet demand and optimize client satisfaction.
- Resolved escalations and customer issues with empathy and speed, reinforcing trust and maintaining long-term client relationships.
Education
Bachelor of Sciences - Computer Science
Bhavans Vivekananda College
Hyderabad, Telangana06.2022
Intermediate - Mathematics, Physics, Chemistry
St. Francis College for Women
Hyderabad, Telangana06.2019
SSC - CBSE
DAV Public School
Hyderabad, Telangana06.2017
Skills
- Medallia platform expertise
- Qualtrics expertise
- HTML coding expertise
- CSS design and implementation
- Proficient in JavaScript
- Skilled in Office 365 applications
- Accurate typing ability
- Customer service excellence
- Client relationship management
- Client service optimization
- Task prioritization
- Client retention strategies
- Strategic business analysis
- Effective project coordination
- Incident response management
- Performance optimization
- Event coordination
- Quality assurance monitoring
- Project execution
Certification
Medallia
Languages
English
Advanced (C1)
Hindi
Intermediate (B1)
Telugu
Bilingual or Proficient (C2)
Communication And Achievements
- Recognized at Deloitte for adeptly managing client interactions and seamlessly managing multiple projects concurrently with a Spot award.
- Recognized at Deloitte for dedication and sense of ownership on Critical Programs and solving complex codes and outstanding performance, with an Applause award.
- Received Appreciation from Clients VP for developing a program in record timing.
Leadership Experience
Cluster Lead at Deloitte's Impact Day program 2022 and Impact Day Program 2024; Managed a team of 100+, Organized and executed events driving community impact.
Disclaimer
I hereby declare that the above-mentioned information is true to the best of my knowledge and belief.
Timeline
Associate Analyst
Deloitte USI
10.2022 - Current
Intermediate - Mathematics, Physics, Chemistry
St. Francis College for Women
SSC - CBSE
DAV Public School
Bachelor of Sciences - Computer Science
Bhavans Vivekananda College
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