Abhinaya Chandran
Operations Supervisor
Coimbatore
Summary
Dynamic and results-driven Customer Service Operations Leader with over 7.2 of experience in customer service, operations management, and transformational leadership. Proven track record in driving change management, enhancing associate engagement, and leading cross- functional initiatives. Adept at crafting compelling communication strategies, fostering inclusive workplace cultures, and ensuring seamless adoption of new technologies and processes. Recognized for strong interpersonal skills, strategic thinking, and a passion for continuous improvement.
Overview
7
7
years of professional experience
2017
2017
years of post-secondary education
3
3
Languages
Work History
Operations Supervisor
Avantor/VWR Lab Products Pvt Ltd
06.2023 - Current
- Lead a high-performing customer service team across two business lines, delivering superior service and maintaining KPIs above SLA consistently.
- Spearheaded customer experience transformation by reducing escalations through enhanced VOC insights and frontline coaching.
- Drove change management initiatives including Kaizen, OLE, and performance redesign projects, resulting in process efficiency gains and agent satisfaction uplift.
- Acted as key liaison for cross-functional transformation involving sales, order management, and IT to address customer pain points and streamline end-to-end service.
- Collaborated with the Training team to develop an updated Performance Management Program, aligning metrics with customer journey milestones.
- Piloted strategic manual order rejection and DWS fallout reduction programs, improving turnaround time by 25%.
- Delivered associate training and quality audits, ensuring 100% compliance to revised SOPs and high service accuracy.
- Supported the transition of new processes; increased process coverage by cross-training 100% of the team.
- Championed internal talent growth-promoted 4 associates into higher roles including Business Analyst.
Team Lead
Avantor/VWR Lab Products Pvt Ltd
04.2022 - 06.2023
Senior Associate
Avantor/VWR Lab Products Pvt Ltd
02.2021 - 04.2022
Associate
Avantor/VWR Lab Products Pvt Ltd
01.2019 - 02.2021
Junior Associate
Avantor/VWR Lab Products Pvt Ltd
04.2018 - 01.2019
Education
Bachelors in Engineering - Electrical and Electronics Engineering
Kalaignar Karunanidhi Institute of Technology
HSC & Schooling -
St. Joseph Matriculation Higher Secondary School
06.2013
Skills
- Customer Experience Transformation
- Change & Stakeholder Management
- Process Optimization & Automation
- Strategic Operations Leadership
- VOC & Performance Analytics
- Team Building & Talent Development
- Cross-functional Collaboration
Technical Skills
- SAP,Salesforce
- Cisco,Sinch Console
Microsoft Office - Excel, PowerPoint, Word
Certifications And Courses
- Lean Six Sigma
- Manager Essentials
- Change Manager Certification- Completed (yet to receive badge)
- Senior change leadership certification-Completed (yet to receive badge)
Personal Information
Date of Birth: 12/06/95
Transformation Highlights
- VOC Deep Dive Leader: Partnered with ABS Team to analyze Voice of Customer data and implement actionable service enhancements.
- Kaizen & Continuous Improvement: Identified process bottlenecks and implemented lean practices, improving response efficiency.
- Performance Culture Advocate: Established frameworks for accountability and recognition (People Pulse Superstar Awardee).
- Career Development Enabler: Created pathways for team upskilling and supported IJP initiatives as a panel member.
- Key participant in ACT and Engagement related conversations
Timeline
Operations Supervisor
Avantor/VWR Lab Products Pvt Ltd
06.2023 - Current
Team Lead
Avantor/VWR Lab Products Pvt Ltd
04.2022 - 06.2023
Senior Associate
Avantor/VWR Lab Products Pvt Ltd
02.2021 - 04.2022
Associate
Avantor/VWR Lab Products Pvt Ltd
01.2019 - 02.2021
Junior Associate
Avantor/VWR Lab Products Pvt Ltd
04.2018 - 01.2019
Bachelors in Engineering - Electrical and Electronics Engineering
Kalaignar Karunanidhi Institute of Technology
HSC & Schooling -
St. Joseph Matriculation Higher Secondary School
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