Kavitha R
HR Practitioner
Bengaluru
Summary
Customer-focused with experience supporting B2B customers in a centralized service environment. Proven ability to manage high-volume customer inquiries related to accounts, orders, renewals, billing, and service requests while consistently meeting SLAs. Skilled in using CRM and support platforms to track cases, maintain data accuracy, and coordinate with cross-functional teams such as Sales, Order Management, Finance, and Technical Support. Recognized for delivering consistent, high-quality customer experiences, ensuring process compliance, and driving continuous improvement in enterprise customer service operations.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
5
5
Certifications
4
4
Languages
Work History
Customer Service Representative
Element 14
04.2024 - Current
- Serve as a variety of contacts for customer inquiries across multiple business units, regions, or product lines within a shared services environment.
- Respond to customer requests related to account information, orders, renewals, billing inquiries, service issues, and general support, ensuring timely and accurate resolution.
- Deliver consistent, high-quality customer service in accordance with established processes, service-level agreements (SLAs), and customer service standards.
- Log, track, and manage customer cases, requests, and escalations in CRM or customer support systems.
- Coordinate with cross-functional teams (Sales, Order Management) to resolve customer issues end-to-end.
- Maintain and perform regular data validation and cleansing of customer records, account ownership, and status information.
- Identify trends, recurring issues, and process gaps, and contribute to continuous improvement initiatives.
- Respond to a wide range of customer requests, ensuring timely and accurate resolutions, in compliance with service standards and data privacy.
- Log, track, and manage customer cases and escalations in CRM, ensuring accurate records, and adhering to SLAs.
Manage order lifecycle: placement, delivery, issue resolution. Ensure process efficiency. - Monitor and manage the end-to-end order lifecycle from placement, fulfillment, and delivery.
- Validate orders for accuracy (pricing, promotions, payment status, fraud checks).
- Release orders to fulfillment systems or warehouses according to defined rules.
- Track KPIs such as order cycle time, fulfillment accuracy, on-time delivery, and cancellation rates.
- Coordinate with eCommerce, customer support, warehouse, logistics, and finance teams.
HR Practitioner
Team Lease Digital Pvt Ltd
08.2023 - 03.2024
- Developed strong working relationships with colleagues and external partners to facilitate effective collaboration on shared goals.
- Maintained up-to-date knowledge of industry trends, research findings, and advancements in medical technology to enhance clinical practice.
- Championed a positive work environment by fostering open communication channels among staff members and encouraging teamwork.
- Promoted preventive healthcare by conducting regular health screenings and educating patients on lifestyle modifications.
- Apply established methods, tools, and best practices to deliver consistent, high-quality outputs.
- Execute tasks independently, with minimal supervision.
- Identify issues in processes, systems, or deliverables.
- Perform root-cause analysis, and implement practical solutions.
- Escalate complex or high-risk issues when necessary.
- Configure and maintain eCommerce tools and integrations (payment gateways, shipping tools, tax engines, and marketplaces).
- Execute catalog updates, including products, SKUs, variants, images, and descriptions.
- Implement platform features, apps, and extensions as required.
- Maintain accurate inventory levels across channels.
- Monitor order flows and resolve exceptions (failed payments, stuck orders, fulfillment issues).
Senior Associate
Tech Mahindra
10.2021 - 03.2023
- Trained and supported new team members, maintaining culture of collaboration.
- Collaborated with cross-functional teams to drive successful completion of complex projects within deadlines.
- Mentored junior associates, fostering professional growth and helping them reach their full potential.
- Consistently maintained strong relationships with clients, ensuring clear communication and timely updates on project progress.
- Support managers and leaders in developing strategies, business plans, and execution roadmaps.
- Analyze complex problems, and translate insights into actionable recommendations.
- Contribute to decision-making with data-driven analysis and subject-matter expertise.
- Coordinate with cross-functional teams (operations, IT, finance, marketing, legal).
- Communicate progress, risks, and outcomes clearly to managers and stakeholders.
- Build trusted working relationships internally and externally.
Education
SSLC -
The New Public Vidya Samasthe
Chintamani 04.2008 - 03.2009
B.com -
Royal Degree College
Chintamani 06.2011 - 05.2014
Commerce
Royal Composite PU College
Chintamani 05.2009 - 03.2011
Certification
API and Web Service
Timeline
Customer Service Representative
Element 14
04.2024 - Current
HR Practitioner
Team Lease Digital Pvt Ltd
08.2023 - 03.2024
Senior Associate
Tech Mahindra
10.2021 - 03.2023
B.com -
Royal Degree College
06.2011 - 05.2014
Commerce
Royal Composite PU College
05.2009 - 03.2011
SSLC -
The New Public Vidya Samasthe
04.2008 - 03.2009