K Kranthi Kumar Reddy
Associate Manager - Customer Service
Chenani
Summary
Dynamic and results-oriented Operations Leader with over 10 years of progressive customer service experience, including 5 years in team management roles across the BPO and travel industries. Proven expertise in leading high-performing teams, analyzing real-time metrics, driving customer experience excellence, and building scalable processes that reduce escalations and improve service quality. Known for a hands-on leadership style, promoting accountability and continuous improvement through coaching, mentoring, and data-driven performance management. Flexible to work in 24/7 rotational environments and permanent night shifts.
Overview
10
10
years of professional experience
4
4
Languages
Work History
Operations Associate Manager
Sutherland Global Service ( Expedia Process )
04.2024 - Current
- Leading end-to-end operations for a high-volume travel process, managing a team of 25+ customer service agents, handling global travel bookings and escalations.
- Oversee daily performance monitoring through live dashboards, legacy reports, and workforce management tools to ensure SLAs and KPIs (AHT, CSAT, adherence, accuracy) are consistently achieved.
- Conduct daily team huddles and weekly 1:1 sessions to review metrics, address performance deviations, and build improvement plans.
- Provide hands-on coaching to develop decision-making and self-sufficiency among agents, significantly reducing repeat escalations.
- Collaborate with the Quality, Training, and WFM teams to streamline feedback loops and optimize call handling, staffing patterns, and service quality.
- Identify customer pain points through data and feedback analysis, implementing corrective actions that improved CSAT.
- Drive continuous process improvement projects, reducing handle time and error rates through simplified workflows and updated SOPs.
Sales Manager - Operations
Intero Solutions Pvt Ltd
10.2023 - 04.2024
- Directed a blended (sales and service) team of 40 agents and 3 team leads, driving operational and revenue performance across B2C and B2B travel channels.
- Designed performance management frameworks, including KPI scorecards, incentive plans, and daily performance dashboards, to monitor output and compliance.
- Partnered with leadership and analytics teams to interpret spikes in volume, occupancy, and service gaps, ensuring an agile response to business needs.
- Conducted weekly calibration and refresher sessions focused on quality and customer engagement, resulting in a 20% reduction in customer escalations.
- Developed and delivered actionable reports to senior management, covering workforce utilization, call trends, and issue resolution efficiency.
Team Lead
DYNINNO
01.2021 - 06.2023
- Supervised 15 agents handling travel support operations, with a focus on efficiency, customer satisfaction, and adherence to SLAs.
- Analyzed daily workforce metrics, including shrinkage and occupancy rates, to ensure resource alignment, and reduce idle time.
- Managed real-time queue balancing and staff scheduling adjustments during peak loads.
- Conducted structured coaching sessions, and created individual development plans for performance improvement.
- Collaborated with internal teams to document recurring customer issues, and streamline processes for faster resolution.
Customer Service Executive
IndiGo Airlines
01.2019 - 12.2020
- Delivered exceptional customer service across check-in, boarding, and reservations.
- Coordinated with operations and scheduling teams to manage staffing levels during high-traffic periods.
- Supported customers during disruptions, demonstrating empathy and operational agility.
- Achieved 95%+ customer satisfaction and maintained top-tier performance in quality audits.
Lead Associate
IGT Solutions
09.2015 - 01.2019
- Managed end-to-end booking operations, GDS transactions, and customer support for global clients.
- Mentored and trained new associates, tracking shrinkage and productivity metrics to maintain process efficiency.
- Identified and resolved process gaps through RCA (Root Cause Analysis) and cross-functional coordination.
- Enhanced service quality through SOP updates and automation initiatives.
- Resolved customer issues promptly, ensuring satisfaction and loyalty.
Education
MBA - Operations Efficiency And Technology Management
Symbiosis University
Pune09-2026
Bachelor of Commerce - Accounting
Sabarmati University
Ahmedabad, India08-2023
Skills
- KEY SKILLS
- Leadership & People Development
- Real-Time Operations , Operational efficiency & Scheduling coordination
- Coaching, Feedback & Performance Improvement
- Customer Experience Enhancement , Escalation & Incident Management
- Metrics & Dashboard Reporting (AHT, CSAT, QA, SLAs & Shrinkage Management)
- Process Optimization , Quality Compliance & Cross-Functional Collaboration
- Microsoft Office
Personal Information
Timeline
Operations Associate Manager
Sutherland Global Service ( Expedia Process )
04.2024 - Current
Sales Manager - Operations
Intero Solutions Pvt Ltd
10.2023 - 04.2024
Team Lead
DYNINNO
01.2021 - 06.2023
Customer Service Executive
IndiGo Airlines
01.2019 - 12.2020
Lead Associate
IGT Solutions
09.2015 - 01.2019
MBA - Operations Efficiency And Technology Management
Symbiosis University
Bachelor of Commerce - Accounting
Sabarmati University
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