NAVANEETHA KEMSARAM
Customer Service Manager
Bangalore
Summary
Experienced Customer Service Manager with over 13 years of progressive experience spanning the demanding aviation MRO industry and government public transport sector. Proven ability to build strong relationships, resolve complex issues, and drive substantial revenue impact. Demonstrated expertise in strategic negotiation, material management, procurement applications (SAP, IBO), and handling large-scale government tenders. Passionate about exceeding customer expectations, building brand loyalty, and leading high-performing teams to achieve operational excellence.
Overview
13
13
years of professional experience
2
2
Certifications
Work History
CUSTOMER SERVICE MANAGER- CSM
Lufthansa Technik Services India Ltd
08.2022 - Current
- Generated $10 Million USD in tax savings/revenue within a two-month period (Nov-Dec 2025) by successfully clearing extensive backlogs and optimizing tariff applications.
- Spearheaded the US tariff task force, generating $4.49 Million USD in revenue within just 10 days, earning a recent company appreciation and cash reward.
- Serve as the primary point of contact for resolving daily operational challenges, ensuring smooth business continuity for key APAC clients.
- Maintain a positive, empathetic, and professional demeanor while resolving complex customer disputes, ensuring high customer satisfaction and brand loyalty.
- Successfully manage comprehensive contracts (SCM, TCM, TCS), material services, and MRO services for a diverse clientele across the APAC region.
- Develop strategic, long-term relationships with high-volume clients, driving organic growth and exceeding company objectives.
- Demonstrated ownership of complex technical issue escalations; responded timely and collaborated with cross-functional teams to diagnose root causes and implement effective remediation plans, minimizing customer impact.
CUSTOMER MATERIAL SERVICE MANAGER- CMSM
Lufthansa Technik Services India Ltd
07.2021 - 08.2022
- Identified process improvement opportunities and partnered with relevant departments to implement solutions, streamlining operations and enhancing customer experience.
- Ensured optimal inventory levels across warehouses by analyzing demand forecasts and safety stock requirements, preventing stockouts and minimizing carrying costs.
- Leveraged on-site experience and knowledge to proactively support and train team members, enhancing team capabilities and knowledge transfer.
MATERIAL SERVICE MANAGER
Lufthansa Technik AG
12.2019 - 07.2021
- Ensured smooth aircraft layover maintenance operations for Continental and Intercontinental fleets within the maintenance department.
- Proactively managed Handicapped aircraft material requirements and prepared critical reports to avoid last-minute material shortages.
- Utilized AMOS training to support City line aircraft operations and collaborated with planning teams to optimize layover plans based on material arrival timelines.
MATERIAL MANAGEMENT SPECIALIST - CMSM
Lufthansa Technik Services India Ltd
07.2016 - 12.2019
- Within Customer Material Service Management, streamlined operations for Lufthansa line and base maintenance aircraft requests.
- Managed diverse material requirement scenarios, including the processing of deferral items, station supplies, layover logistics, overstocked units, night stops, and handicapped aircraft units.
- Leveraged experience across diverse projects to actively train new team members, ensuring their success and preparing comprehensive training documentation.
MATERIAL MANAGEMENT ASSISTANT, SPD
APSRTC/TSRTC
10.2012 - 07.2016
- Supported the transportation needs of millions by managing inventory for APSRTC/TSRTC.
- Managed inventory for all vehicles and facilities across the organization, ensuring efficient operations.
- Specialized in Government Public Tenders and Bulk Procurement: Processed and managed high-volume, limited tenders in the Stores and Purchase Department (SPD), adhering strictly to public sector procurement guidelines and compliance standards.
- A leading state government transportation corporation
Education
P.G Diploma - Material Management
Andhra Pradesh Productive Counci
Hyderabad08.2015
Masters in Business Administration (M.B.A) - Finance and Marketing
Osmonio University
Hyderabad01.2012
Bachelor of Technology (B.Tech.) - Electrical and Electronics Engineering
JN7U
Hyderabad01.2010
Skills
Client relationship management
Effective negotiation strategies
Skilled in resolving conflicts
Strategic issue analysis
Problem-solving skills
Customer service expertise
MRO management
Customer service
Customer relationship management (CRM)
Timely issue resolution
Problem-solving
Certification
Service Excellence Training, Mercuri International Deutschland GmbH, Germany, 2024-01-01
Timeline
CUSTOMER SERVICE MANAGER- CSM
Lufthansa Technik Services India Ltd
08.2022 - Current
CUSTOMER MATERIAL SERVICE MANAGER- CMSM
Lufthansa Technik Services India Ltd
07.2021 - 08.2022
MATERIAL SERVICE MANAGER
Lufthansa Technik AG
12.2019 - 07.2021
MATERIAL MANAGEMENT SPECIALIST - CMSM
Lufthansa Technik Services India Ltd
07.2016 - 12.2019
MATERIAL MANAGEMENT ASSISTANT, SPD
APSRTC/TSRTC
10.2012 - 07.2016
Masters in Business Administration (M.B.A) - Finance and Marketing
Osmonio University
Bachelor of Technology (B.Tech.) - Electrical and Electronics Engineering
JN7U
P.G Diploma - Material Management
Andhra Pradesh Productive Counci