Keerthy Duvvuru
Summary
Versatile professional with success in customer-facing and team leadership positions across banking, health & wellness, and Ed-Tech. Highly organized and dependable, with a strong ability to manage multiple priorities while maintaining a positive attitude. Willing to take on additional responsibilities to meet team goals. Currently seeking an internal leadership role within the company to apply expertise, problem-solving skills, and process improvements that drive team success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Customer Success Specialist
Nutrisense
11.2023 - Current
- Maintained a 92.39% CSAT score over the past 15 months and solved over 10,000 tickets, consistently meeting or exceeding key performance metrics for the department.
- Resolved complex billing and account inquiries efficiently, ensuring accurate solutions tailored to member needs.
- Worked independently without needing micromanagement, proactively handling escalations and optimizing support processes.
- Actively contributed in weekly meetings, providing insights, advocating for process improvements, and collaborating cross-functionally on feedback and procedural changes.
- Regularly analyzed trends and performance metrics, proactively identifying areas for improvement and implementing best practices to enhance efficiency.
- Collaborated with cross-functional teams to advocate for customer needs and drive product improvements.
- Reduced churn rates by identifying at-risk customers and implementing targeted retention strategies.
- Actively sought customer feedback on products/services in order to improve quality and enhance overall experience.
- Mentored new hires within the Customer Success team contributing towards overall improvement in team performance and cohesion.
Lead
BYJU'S
08.2022 - Current
- Led a high-performing team, successfully overseeing daily operations, optimizing workflow, and delivering exceptional results
- Cultivated a collaborative and goal-oriented team environment, inspiring and empowering team members to consistently surpass targets
- Conducted regular performance evaluations, offering valuable feedback, and facilitating professional growth initiatives for team members
- Served as a liaison between the team and upper management, effectively communicating progress, challenges, and accomplishments
- Orchestrated 52 impactful brand activation initiatives, forging partnerships with NGOs and influential individuals
- Established and managed a network of 100+ volunteers, advancing social impact projects
- Assist in the training and development of junior staff members to ascertain a high level of service quality
Senior Associate
BYJU'S
03.2022 - 09.2022
- Enhanced Quora community engagement and bolstered brand recognition
- Developed and implemented content strategies while imparting brand consistency through training team members
- Generated compelling content tailored to user interests
- Oversaw brand reputation on Quora and LinkedIn, effectively addressed negative feedback
- Elevated profile visibility, resulting in 7 out of 10 profiles being recognized as top writers
Marketing Associate
BYJU'S
08.2020 - 04.2022
- Organized and spearheaded the formation of an Online Reputation Management (ORM) team, dedicated to detecting and resolving customer complaints across social media channels
- Proactively addressed customer concerns via support handles, swiftly resolving issues and enhancing overall customer satisfaction
- Tailored compelling Twitter and LinkedIn copy for distinct customer segments, elevating brand communication and messaging
- Implemented an efficient and optimized process for the customer support team to effectively manage complaints and provide timely resolutions
- Assumed the lead role in handling content on various social media platforms, guaranteeing a cohesive and captivating brand presence
Assistant Manager
HDFC Bank
03.2020 - 08.2020
- Build and maintain strong customer relationships by providing excellent service and handling customer inquiries and concerns
- Assist in achieving sales targets and business growth by promoting various banking products and services to customers
- Manage customer accounts, including opening, closing, and maintaining accounts as per bank policies and regulations
- Check compliance with all banking regulations and policies while maintaining accurate customer records and documentation
- Collaborate with other team members and departments to guarantee smooth banking operations and customer service
- Identify opportunities for cross-selling additional banking products and services to existing customers
- Accost and resolve customer complaints and issues promptly and effectively
- Prepare and maintain reports related to sales, customer interactions, and other relevant data
- Educate customers about digital banking services and help them navigate online banking platforms
Salon Manager
Kria Salon and Spa
10.2017 - 11.2019
- Supervising salon staff to control smooth operations and a positive work environment
- Providing excellent customer service and turning to client needs
- Handling salon inventory to maintain sufficient stock levels
- Developing and executing marketing strategies to attract and retain customers
- Handling salon finances, including budgeting and expense management
Officer
YES BANK
09.2016 - 09.2017
- Provided exceptional customer service, handling inquiries, and resolving issues effectively
- Actively promoted and sold various banking products and services, consistently achieving sales targets
- Handled customer accounts with precision, ascertaining compliance with banking regulations
- Offered valuable financial advice and evaluated loan applications, contributing to customer satisfaction
- Collaborated with colleagues and departments to assure efficient banking operations
- Assessed and oversaw risks associated with customer accounts and transactions, maintaining compliance with bank policies
Education
Master of Commerce - Mcom - Accounting & Taxation
Christ University
01.2016
Bachelor of Commerce - BCom - Banking & Finance
Jain (Deemed-to-be University)
01.2014
Skills
- Active Listening
- Problem Solving
- Attention to Detail
- Empathy
- Cross-functional coordination
- Process optimization
- Product knowledge
- Microsoft Office Suite
- Verbal and written communication
Certification
08/01/21, SEO Foundations, LinkedIn, https://www.linkedin.com/learning/certificates/ea8fe3eb9d714900a420e212e520940dcb453cca34c5a3648ea4048ae910c4cf?trk=backfilled_certificate
Timeline
Customer Success Specialist
Nutrisense
11.2023 - Current
Lead
BYJU'S
08.2022 - Current
Senior Associate
BYJU'S
03.2022 - 09.2022
Marketing Associate
BYJU'S
08.2020 - 04.2022
Assistant Manager
HDFC Bank
03.2020 - 08.2020
Salon Manager
Kria Salon and Spa
10.2017 - 11.2019
Officer
YES BANK
09.2016 - 09.2017
Bachelor of Commerce - BCom - Banking & Finance
Jain (Deemed-to-be University)
Master of Commerce - Mcom - Accounting & Taxation
Christ University
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