Work Preference
Summary
Overview
Work History
Education
Skills
Personal Information
Certification
Accomplishments
Work Availability
Languages
Interests
Timeline
Intern

Kondiba Gaikwad

Hyderabad,TG

Work Preference

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Summary

Dynamic and results-driven professional with 15 years of experience in customer service(International calls, Chat, Message Us), sales & operations, and project management. Skilled in leading teams, work collaboratively, Process improvement and optimization, work towards Customer success, and improving customer satisfaction. Expertise in process improvement, data analysis, and cross-functional collaboration. Proven ability to drive business growth and deliver impactful results.

Overview

15
15
years of professional experience
4
4
Languages
2
2
Certificates

Work History

Lead-Customer Service Project Management

Allyis India Pvt Ltd
07.2022 - 11.2024
  • As a key contributor at Allyis India Pvt Ltd., I supported international Chat support customer service/support and sales teams in delivering scalable technical support and customer service aligned with client-specific goals, ensuring efficiency and compliance with industry standards.
  • Led support teams across Manila, Cairo, and Rabat, boosting customer satisfaction by 15% through streamlined engagement on Microsoft's social platforms.
  • Improved customer service workflows, reducing average handling time by 20% and improving response consistency across all delivery sites.
  • Delivered monthly business reviews and performance insights to Microsoft, driving targeted improvements that enhanced partner delivery quality and efficiency.
  • Assisted with day-to-day operations, working efficiently and productively with all team members.

Team Manager

Amazon
07.2020 - 06.2022
  • Led 30+ associates helping the customers on chat and email platform, boosting CSAT and resolution rates through strategic coaching and targeted performance development.
  • Evaluated employee performance and coached and trained team members, increasing quality of work and employee relations through effective communication, coaching, training, and development.
  • Boosted employee satisfaction through regular performance reviews, constructive feedback, and personal development plans.
  • Ensured compliance with company policies as well as industry regulations through diligent oversight of daily operations and staff adherence to guidelines.
  • Reduced shrinkage and attrition by 20% through proactive engagement and employee retention strategies.

Manager Sales and Operations

Miles Education Pvt Ltd
04.2018 - 02.2020
  • As a Sales & Operations Manager, I optimized sales processes, aligned cross-functional teams, and leveraged data insights to drive revenue growth and operational efficiency.
  • Accomplished multiple tasks within established timeframes and maximized performance by monitoring daily activities and mentoring team members.
  • Directed sales teams across four cities in south India, increasing CPA/CMA enrollments and driving a 12% boost in overall company revenue.
  • Streamlined IMA registration process, reducing student registration delays by 25% and ensuring higher exam participation rates.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Facilitated loan approvals with NBFCs/banks, accelerating funding timelines and improving student enrollment conversion.

Customer Service Manager

Gemini Consulting and Services
08.2017 - 02.2018
  • Worked on international voice process for e-commerce sales over calls and after sales support.
  • Led post-sales support team, increasing customer satisfaction by 20% through efficient management of feedback, refunds, and chargebacks.
  • Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
  • Resolved customer complaints while prioritizing customer satisfaction and loyalty.
  • Supervised international sales support, enhancing customer satisfaction by 15% through improved process efficiency and consistent service delivery.
  • Reduced repeat calls pre-delivery by 30%, boosting satisfaction with timely follow-ups and proactive customer engagement.

Team Leader

24/7 Customer
04.2010 - 07.2017
  • Worked on international voice, Chat and Message Us platforms helping the customers with billing, and tech support issues.
  • Led 20+ team members, improving performance and training effectiveness on voice/chat platforms for DISH, AT&T, and DTV NOW.
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Developed team members' skills through targeted coaching sessions, resulting in improved individual performance.
  • Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics.
  • Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
  • Managed shift operations, optimizing team performance and exceeding KPIs in service delivery and customer satisfaction.

Education

Bachelor of Science - Mathematics

Arni University
08-2016

Skills

People Management

Customer Service Excellence

Cross-functional Collaboration

Team Development

Sales Performance Management

SLA & KPI (CSAT/NPS, AHT) Management

Data Analysis & Reporting

Performance Coaching & Development

Stakeholder Management

International Business Operations

Process Improvement

Conflict Management

International voice and Chat

Problem Solving & Continuous Improvement

Personal Information

Certification

Lean Six Sigma Green Belt

Accomplishments

  • Successfully launched a project to help the team learn the product and process knowledge with ease which would have a direct impact on business performance.
  • Collaborated with multidimensional teams and fixed the customer abandon rate.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages

English
Bilingual or Proficient (C2)
Hindi
Bilingual or Proficient (C2)
Marathi
Advanced (C1)
Telugu
Advanced (C1)

Interests

Play Badminton, Carrom, Chess

Timeline

Lean Six Sigma Green Belt

12-2024

Power BI

11-2024

Lead-Customer Service Project Management

Allyis India Pvt Ltd
07.2022 - 11.2024

Team Manager

Amazon
07.2020 - 06.2022

Manager Sales and Operations

Miles Education Pvt Ltd
04.2018 - 02.2020

Customer Service Manager

Gemini Consulting and Services
08.2017 - 02.2018

Team Leader

24/7 Customer
04.2010 - 07.2017

Bachelor of Science - Mathematics

Arni University

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Kondiba Gaikwad