Raghavan Komanduru
Senior Customer Support & Operations Leader
Secunderabad
Summary
Result-oriented professional with consolidated experience of more than 20 years in Operations and Customer Service in Telecom, Banking and Real Estate, Insurance Broking, and Consulting. Two and a half years with ICICI Phone Banking Ltd., five years’ experience with Vodafone South Ltd. (Call Centre Operations - Service Partner Management), two years with Lodha Group, five years with Kensium Solutions, four years with I SHARE BUSINESS SERVICES (INDIA) PRIVATE LIMITED, 1 year with Digiteon Consulting Pvt Ltd, and currently working for Kensium Solutions. Certified Quality Audit Trainer with proven acumen in monitoring the quality of operation, implementing process improvement initiatives to ensure adherence to quality, and compliance parameters of the process. Certified CMMI Assessment Team Member Established Track record of successfully developing & streamlining systems with the ability to enhance operational effectiveness and meet operational goals. Demonstrated ability in providing end-to-end customer service delivery solutions, along with strong capabilities in implementing the Service Delivery Process Consistent performer with a distinguished record of having saved lakhs of rupees for the organization through various initiatives and having won many accolades from top management. Outstanding communication, analytical, and troubleshooting ability blended with superior people management and leadership skills. An optimist with high energy and the ability to deliver under pressure.
Overview
20
20
years of professional experience
3
3
Certifications
1
1
Language
Work History
Manager - Support
KENSIUM SOLUTIONS PVT LTD - HYDERABAD
01.2025 - 08.2025
- Leading the customer support function for a suite of Ecommerce, POS, and WMS platforms, with a focus on operational excellence, team performance, and client satisfaction. Responsible for strategic planning, SLA adherence, process improvement, and automation initiatives. Directly reporting departmental KPIs and insights to executive leadership while mentoring a high-performing support team.
- Major Responsibilities:
- Heading the Customer Support department, overseeing a team of lead and support executives managing client tickets across Ecommerce, POS, and WMS platforms.
- Driving performance management initiatives, conducting regular reviews, and mentoring team members to improve service delivery.
- Monitoring scheduling, workload balancing, and adherence to SLAs for efficient operations.
- Leading department-wide process improvement efforts and automation initiatives to enhance productivity and reduce turnaround times.
- Analyzing timesheet data and operational metrics to identify optimization opportunities.
- Preparing and presenting detailed reports to executive leadership on departmental performance, bottlenecks, and strategic improvements.
- Collaborating with Product, Development, and Implementation teams to resolve recurring issues and improve customer satisfaction.
- Defining and enforcing SOPs, performance benchmarks, and reporting frameworks for consistent service delivery.
Assistant General Manager
I SHARE BUSINESS SERVICES (INDIA) PRIVATE LIMITED
04.2020 - 01.2025
- Heading Customer Support, Central Operations. Handling both Voice and Non-voice support for the group companies, India Insure Risk Management, Insurance Broking Service, and GHITL (Good Health Insurance TPA Limited), which is the in-house TPA.
- Major Responsibilities:
- Daily tracking of Customer Support operations. Documenting SOPs and implementing the same for improved customer experience
- Closely tracking the performance against SLAs and mentoring reporting managers on the areas of improvement
- Taking the lead in evaluating the alternative solutions for enhancing the customer support operations and implementing the same
- Implementing an effective daily and periodic reporting process to share key highlights of the department with the senior management.
- Analyzing the problem areas and giving the necessary input to senior management to address the internal and external factors impacting customer support.
- Close monitoring of the onboarding process of new clients by customer support to equip the team with all details needed to handle customer queries effectively.
- Tracking the cost associated with Customer Support operations and identifying the opportunities to optimize the utilization to reduce department costs
- Conducting one-on-one, skip-level meetings and providing periodical performance feedback and conducting a detailed appraisal process, and working with the department head and HR on the increment process
- Being part of the interview process at all levels of hiring in the team and being transparent on expectations at the interview stage for smooth onboarding.
- Implementing best practices for improved customer experience.
Resource Manager
DIGITEON CONSULTING PVT LTD - HYDERABAD
02.2024 - 12.2024
- Managed resource operations and project oversight for client-specific engagements. Played a key liaison role between internal teams and external vendors to ensure seamless onboarding, staffing, and project execution. Provided tactical project tracking and reporting while supporting resource alignment to maximize delivery efficiency and client satisfaction.
- Major Responsibilities:
- Oversaw operational tasks related to the onboarding of resources and liaising with vendors to recruit dedicated staff for client-specific needs.
- Handled project tracking and delivery coordination across multiple client engagements.
- Supported internal project management by reviewing deliverables, identifying blockers, and tracking task progress.
- Collaborated with HR and leadership teams to manage staffing plans, onboarding workflows, and productivity benchmarks.
- Maintained project dashboards, tracked resource utilization, and ensured compliance with client expectations and contractual terms.
- Facilitated communication between vendor teams, clients, and internal stakeholders to streamline operations and ensure deliverable quality.
Operations Manager
KENSIUM SOLUTION PVT LTD. HYDERABAD
06.2015 - 04.2020
- Heading the Support Services team and handling a team of Project Managers and Level 1 Support team, tracking the project deliverables to customer satisfaction.
- Operational Activities:
- Handling Priority Support desk and driving teams to work on the issue resolution within standard SLAs.
- Giving timely Feedback to the team on the deviations and helping them identify the gaps and work towards meeting expectations.
- Identifying the issues impacting customer satisfaction and working on process corrections in providing insight to management for Process improvements.
- Conducting Daily Scrum to ensure all open issues are discussed and have the resources assigned.
- Monitor the ageing of support tickets and highlight the deviations to the team. Help teams track the tickets' progress and ensure they attend to them within TAT.
- Working on Project Billing to ensure hours spent are productive and contributing to company revenue. Identify the blockers that impact productivity and take the right measures to address the issues.
- Tracking Project Health and submitting the reports in the periodic review meetings with top management.
- Tracking Resource Timesheets and highlighting the issues that impact project delivery and Company Revenue.
Assistant Manager -Customer Service
LODHA HEALTHY CONSTRUCTION AND DEVELOPERS PVT LTD. HYDERABAD
03.2013 - 02.2015
- Responsible for handling the premium project “Lodha Bellezza” of Lodha Group in Hyderabad.
- Ensure 100% adherence to the process by setting the right expectations for the client throughout the customer life cycle after sale till the possession of the unit.
- Ensuring the maximum collection achieved month by month as per the collection target and following up with clients for payments to ensure minimum defaulters and maximum collections.
- Assisting the team members responsible for Registrations and Possessions in ensuring proper documentation is followed to avoid any legal implications, and scheduling site visits.
- Taking care of important MIS to ensure project progress is updated to top management regularly and sharing the Voice of Customer.
- Analyzing top queries of clients and identifying the possibilities of automation in achieving the operational goal of the organization.
- Achievements
- Complete more than 50 possessions in a short period (2 months) and ensure that all snags were addressed by Facility Management
- Received many verbal and Email appreciations from clients for assisting them from booking till possession of their properties by ensuring timely and effective communication.
Sr. Executive-Call Center Operations
VODAFONE SOUTH LTD., HYDERABAD
11.2007 - 12.2012
- Spearheading the Inbound Call Center operations (Voice & Data) with Service Partner by forecasting daily and monthly call volumes to enable them to plan their resources adequately.
- Providing expertise and guidance to the Service Partners in all operational challenges to achieve agreed business KPIs such as Service Levels, Average Call Handling Time (ACHT), and CAST scores.
- Participating in process improvement initiatives such as IVRS enhancement, Automation of information sources to ensure effective service to customers, following the policies, procedures, and agreed standards.
- Establishing Standard Operating Procedure and ensuring that the quality standards are met as per the Service Level Agreement
- Chairing team meetings, to identify process improvement initiatives to ensure smooth flow of transactions by the procedures and agreed standards.
- Administering issues impacting daily operations and closing them by coordinating with cross-functional teams like Customer Service, Marketing, IT, Network, and so on
- Performing Random Call-audits and live barge-ins to identify instances of rude/unprofessional behavior by agents in terms of Vintage, Call duration, and Shift timings.
- Publishing daily Dashboards with Customer VOC from Customer care interactions with all Department Heads to identify areas that need immediate attention in running surprise-free operations.
- Achievements
- Streamlined the escalation handling process by defining various scenarios for Supervisors in closing the loop on the escalations.
- Created a dedicated line (Vector Domain Number) with individual login credentials for routing escalation calls, which resulted in a drastic reduction in escalated cases from 60 to 20 from the nodal desk.
- Designed a Self-Help tool through short code logic in coordination with the technical team, thus saving more than Rs. 30 lakhs for the organization
Customer Relationship Manager
ICICI PHONE BANKING LTD., HYDERABAD
04.2005 - 11.2007
- Led the Complete Call center Quality initiative consisting of Platinum, Gold & Corporate (PGC) customers, Postpaid and Prepaid processes in the inbound Call center.
- Reviewed the results of earlier audits, self-assessments, and certifications to ensure that appropriate remedial measures have been taken.
- Reviewed the performance on CTQ Parameters of SP Department heads and provided constructive feedback on development areas.
- Analyzed the areas of concern affecting Customer satisfaction and extended support to SP in achieving their targets.
- Played a key role in highlighting Process gaps within the Circle, consulted the Corporate Quality team, and shared inputs to plug those gaps.
- Trained and certified over 20 Quality Analysts & SP Team leads through the TTQ program to make them independently productive. Certified associates trained by SP based on their performance in live-call assessments
- Sustained review of Quality Analysts by measuring the Audit accuracy and quality through dipstick analyses
- Achievements
- Came up the learning curve in a short period and achieved the audit targets during FY 2008-09
- Implemented Business transformation projects viz.., Repeat Call reduction, Self-help Tool, Escalations Standardization, and Go Green Initiative to record a reduction of ‘Cost to serve’ to the tune of Rs. 33 lakhs p.a. during FY 2009-10
- Won 3 Super Star awards for best performance during FY 2009-10 and 2 Super Star Awards for boundaryless behavior during FY 2010-11
- Achieved Excellent performance ratings for topping the Quality Scorecard for 5 months in H2 (Second half), FY 2010-11
- Won the “MAD” (You Made A Difference) award for exceptional performance during Q3, FY 2011-12
- Got recognized by the Service Partner as the ‘Best Team Motivator’ during FY 2011-12
Education
Master's Degree - Business Administration
Pendekanti Institute of Management, Osmania University
Hyderabad01.2005
Bachelor's Degree - Science
Osmania University
01.2003
Skills
- Customer Support & Service Delivery Leadership (Voice & Non-Voice)
- SLA, KPI & Escalation Governance
- Process Improvement, SOP Design & Automation
- Cost Optimization & Operational Efficiency
- People Leadership, Performance Management & Mentoring
- Stakeholder, Client & Service Partner Management
Certification
Fully Accredited Professional Project Management Certification
References
Will be furnished upon request
Timeline
Fully Accredited Professional Project Management Certification
09-2025
Manager - Support
KENSIUM SOLUTIONS PVT LTD - HYDERABAD
01.2025 - 08.2025
Resource Manager
DIGITEON CONSULTING PVT LTD - HYDERABAD
02.2024 - 12.2024
Assistant General Manager
I SHARE BUSINESS SERVICES (INDIA) PRIVATE LIMITED
04.2020 - 01.2025
Certified CMMI Assessment Team Member
12-2019
Operations Manager
KENSIUM SOLUTION PVT LTD. HYDERABAD
06.2015 - 04.2020
Assistant Manager -Customer Service
LODHA HEALTHY CONSTRUCTION AND DEVELOPERS PVT LTD. HYDERABAD
03.2013 - 02.2015
Certified Quality Audit Trainer
08-2009
Sr. Executive-Call Center Operations
VODAFONE SOUTH LTD., HYDERABAD
11.2007 - 12.2012
Customer Relationship Manager
ICICI PHONE BANKING LTD., HYDERABAD
04.2005 - 11.2007
Bachelor's Degree - Science
Osmania University
Master's Degree - Business Administration
Pendekanti Institute of Management, Osmania University