Praveen Kumar Macherlla
Secunderabad
Summary
Customer Service and CRM Professional with 8+ years of experience in the BPO sector, specializing in customer support, call handling, and lead coordination. Skilled in managing high-volume inbound/outbound calls, handling escalations, and maintaining accurate data in SAP CRM. Proven ability to achieve SLA and KPI targets while delivering excellent customer satisfaction. Experienced in tools like Avaya and Decision Tree with strong communication and problem-solving abilities.
Overview
10
10
years of professional experience
Work History
Senior Customer Support Executive
panfish solutions pvt ltd
Nanakramguda hyderabad
12.2024 - 04.2026
- Supported sales operations for VEKA AG (Germany-based company) across India.
- Maintained 100% data accuracy in SAP CRM, ensuring real-time updates and proper documentation.
- Coordinated with 43+ sales executives and 7 regional managers across India for seamless lead tracking and communication.
- Managed complete lead lifecycle from assignment to closure, providing timely updates that enhanced visibility across the sales pipeline.
- Conducted outbound calls using a 24/7 internal calling tool to follow up with customers and sales teams.
- Ensured timely follow-ups and reduced turnaround time through effective coordination.
- Escalated delayed or unattended leads to stakeholders, minimizing lead leakage and improving conversions.
- Maintained regular communication via calls and emails for real-time updates.
- Cultivated strong relationships with clients and internal stakeholders, contributing to business growth.
Senior Customer Care Executive
Conneqt Business Solutions Pvt
Ranigunj Secunderabad
03.2022 - 09.2024
- Handled supervisor-level inbound calls, resolving complex customer queries and escalations efficiently.
- Conducted outbound calls to customers and internal teams to ensure timely issue resolution and follow-ups.
- Managed customer escalations via email, coordinating with teams to resolve issues within SLA timelines and enhance customer experience.
- Utilized CRM applications to record customer interactions and maintain service history, ensuring data accuracy and continuity.
- Worked with Decision Tree application to provide accurate and standardized solutions based on customer queries.
- Collaborated with cross-functional teams to streamline service delivery and boost customer satisfaction.
- Maintained high standards of customer service, quality, and compliance as per organizational guidelines.
- Delivered high-quality customer support, achieving strong customer satisfaction through first-contact resolution.
- Achieved high First Call Resolution (FCR) by effectively diagnosing and resolving customer issues.
- Coordinated with network and technical teams to resolve complex service-related issues.
Business Associate – Operations
Altruist Technologies Pvt. Ltd.
Lakdikapul Hyderabad
12.2020 - 01.2022
- Managed high-volume inbound and outbound customer calls using Avaya, resolving queries related to billing, network issues, plans, and service requests.
- Utilized Decision Tree application to provide accurate, standardized, and policy-compliant resolutions to customer issues.
- Delivered effective first-call resolution by analyzing customer concerns and offering appropriate solutions.
- Escalated complex issues to relevant teams (network/technical/backend) and ensured timely follow-ups until closure.
- Maintained high call quality standards in every interaction, consistently achieving quality KPI targets.
- Utilized strong communication and problem-solving skills to effectively address escalations and professionally manage irate customers.
- Ensured adherence to SLAs, TAT, and organizational compliance guidelines in all interactions.
- Accurately documented customer interactions, complaints, and resolutions in CRM systems.
- Collaborated with cross-functional teams to efficiently resolve issues and minimize repeat complaints.
Customer Relationship Officer (CRO)
Hinduja Global Solutions
Lakdikapul Hyderabad
05.2016 - 09.2018
- Handled a high volume of inbound customer calls, ensuring prompt response and professional communication at all times.
- Managed call flow effectively by understanding customer concerns quickly and providing accurate resolutions within call timelines.
- Achieved high adherence to call handling metrics such as Average Handling Time (AHT), First Call Resolution (FCR), and quality scores.
- Handled escalated and sensitive customer calls with confidence, ensuring issue resolution and customer satisfaction.
- Maintained proper call etiquette, tone, and empathy while handling diverse customer interactions.
- Built rapport with customers through clear communication, resulting in improved customer experience and trust.
- Navigated multiple systems simultaneously during live calls to provide quick and efficient support.
Education
B.com Computers - DEGREE
Haindavi Degree College
Barkatpura HyderabadCEC - Intermediate
Wesley Junior College
SecunderabadHigh School Diploma -
Trinity High School
Musheerabad SecunderabadSkills
- SAP CRM
- Customer relationship management
- Escalation management
- Decision Tree Application
- Escalation Handling
- Avaya & Telephony Systems
- Decision Tree Application
- Lead management
- MS Office Excel
- Customer support
- Customer service
- Call center experience
- Customer complaint resolution
Hobbies
- Playing Cricket
- Painting
Personal Profile
- Name : M.Praveen Kumar
- Father Name : M.Srinivas
- Date of Birth : 22-05-1991
- Gender : Male
- Marital Status : Unmarried
- Nationality : Indian
- Languages Known : English,Hindi,Telugu
Timeline
Senior Customer Support Executive
panfish solutions pvt ltd
12.2024 - 04.2026
Senior Customer Care Executive
Conneqt Business Solutions Pvt
03.2022 - 09.2024
Business Associate – Operations
Altruist Technologies Pvt. Ltd.
12.2020 - 01.2022
Customer Relationship Officer (CRO)
Hinduja Global Solutions
05.2016 - 09.2018
B.com Computers - DEGREE
Haindavi Degree College
CEC - Intermediate
Wesley Junior College
High School Diploma -
Trinity High School