Himavarsha Kandru
Hyderabad
Summary
Results-driven Customer Service Team Lead with a natural ability to inspire, motivate, and guide teams toward excellence. Adept at fostering a positive and productive work culture, ensuring high-quality customer interactions, and driving continuous improvement in service operations. Seeking to leverage leadership expertise in a fast-paced environment to empower teams and deliver outstanding customer experiences.
Overview
10
10
years of professional experience
Work History
Team Lead, Customer Service
United states Pharmacopeia
09.2021 - Current
- Managed and supervised a team of Customer Service Representatives, ensuring exceptional service delivery across cases, phone, and fax inquiries.
- Partnered with the Customer Experience Team to gather, analyze, and interpret customer feedback and insights, driving improvements in service quality and operational processes.
- Utilized Voice of the Customer (VoC) methodologies, identifying key trends and customer pain points to enhance user satisfaction and engagement.
- Served as the primary User Acceptance Tester (UAT) for Customer Service-related projects, ensuring seamless implementation of new systems and workflows.
- Leading a high-performing customer service team to achieve departmental Turnaround Time (TAT) goals, Qualtrics customer feedback score,RCR and daily KPI.
- Managed team schedules, ensuring optimal staffing levels to meet service demands while maintaining efficiency.
- Conducted quality audits to assess and improve customer interactions, ensuring adherence to company policies and service excellence.
- Driving team with operational efficiency and professional development.
Process Expert
Maersk Global Services
07.2018 - 09.2019
- Managed booking and reconciliation processes in the USFLAG Support Team, ensuring operational accuracy and efficiency.
- Oversaw United States Military/Government outbound shipments, coordinating seamless dispatch from the U.S. to designated locations.
- Liaised with truckers across the U.S. via calls, ensuring smooth transportation and timely deliveries.
- Collaborated with front-office colleagues in the U.S. to optimize operations and enhance workflow efficiency.
- Provided customer support via email and inbound calls using the Sales Force tool, effectively handling case management.
- Managed pending trays to ensure timely processing of shipments and documentation.
Sr.Customer Service Representative
Sutherland global services
06.2015 - 07.2018
- Joined as Customer service representative and worked for Amazon.ca – Retail E-mail & Chat Process client
- Provided comprehensive customer support via email and live chat, assisting with account inquiries, package tracking, suspicious emails, returns, refunds, replacements, and delivery issues.
- Ensured timely and effective resolution of customer concerns, maintaining high standards of service quality and professionalism.
- Consistently met and exceeded pre-set PRR and RCR goals on a weekly basis, contributing to overall team performance and customer satisfaction.
- Promoted to Senior Customer Service Representative, demonstrating leadership and expertise in handling sensitive customer issues and complex complaints.
- Acted as an escalation point for critical concerns, utilizing strong problem-solving and communication skills to maintain customer satisfaction and trust.
- Assisted in training and mentoring junior representatives, fostering a high-performing team and promoting service excellence.
Education
Bachelor of technology - Electrical and Electronics engineering
Narasaraopet Engineering College
01.2015
Skills
- Trend tracking
- Performance monitoring
- Work assignment delegation
- Schedule management
- UAT
- Attention to detail
- Employee training
- Process improvement
Accomplishments
- Awarded "Best Employee" for consistently achieving all internal performance metrics for four consecutive months.
- Selected by management as a content writer for official organizational emails directed to clients, showcasing strong communication and writing skills.
- Honored with the Best Stakeholder Management Award for successfully handling escalation emails, ensuring smooth conflict resolution and customer satisfaction.
- Actively engaged in company-wide DEIB programs, fostering an inclusive workplace culture and promoting diversity-driven conversations.
Languages
English
Telugu
Tamil
Work Achievements
- Promoted from consultant to Sr. consultant.
- Offered 'best employee of the month' for achieving all the internal scores set by organization consecutively for 4 months.
- Management selected as content writer for organization emails to direct clients.
- Received best stakeholder management award for handling escalation emails.
Tools Used
- Salesforce – Case Management
- SAP BI – Tool for pulling reports
- CS Central – To respond to customers using Amazon KC.
- Oracle.
Technical skills :
Well versed in ERP Systems Oracle, Salesforce, Microsoft Office .
Timeline
Team Lead, Customer Service
United states Pharmacopeia
09.2021 - Current
Process Expert
Maersk Global Services
07.2018 - 09.2019
Sr.Customer Service Representative
Sutherland global services
06.2015 - 07.2018
Bachelor of technology - Electrical and Electronics engineering
Narasaraopet Engineering College
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