Kavya Devarakonda
Toronto,ON
Summary
Experienced customer success and project manager with 8+ years of experience in customer service, team management, and process improvement. Highly skilled in onboarding, building customer relationships, and optimizing operations to improve customer experience. A data-driven and detail-oriented individual with a proven ability to implement new processes and drive operational excellence.
Overview
9
9
years of professional experience
Work History
Team Manager
R.K. Air Conditioners Pvt. Ltd.
Hyderabad, Telangana
12.2019 - 08.2023
- Led a cross-functional team of 25+ across 3 states, improving sales by 34.7% and expanding the customer base by 10%.
- Oversaw the end-to-end procurement, sales, and services of air conditioners, managing after-sales services, including AMCs.
- Secured 18+ contracts with government organizations through participation in tenders.
- Enhanced internal workflows, resulting in a 43.77% profit increase.
Project Manager
ARSC Networks
Remote
12.2019 - 06.2021
- Managed complex web development projects, collaborating with clients, developers, UX/UI designers, and QA teams.
- Defined and communicated project timelines, resource needs, and deliverables to clients, ensuring all deadlines were met.
- Provided regular updates to clients, fostering transparency and trust in the project process.
Team Leader
Uber India (Growth & Governance)
Hyderabad, Telangana
04.2016 - 11.2019
- Spearheaded the launch of new products, process improvements, and marketing promotions across India, Bangladesh, and Sri Lanka.
- Improved BPO efficiency from 63.55% to 92.74%, driving customer satisfaction and operational effectiveness.
- Monitored 135,768+ customer pain points, ensuring timely resolution by collaborating with cross-functional teams.
- Designed and executed content and policy changes for seamless customer experience across various regions.
Customer Service Representative
Amazon India Pvt. Ltd.
Hyderabad, Telangana
04.2014 - 10.2015
- Resolved complex customer issues via phone, email, and chat, maintaining high NRR standards (below 13%).
- Facilitated real-time communication between Customer Service Associates and operations teams, driving problem resolution.
- Got promoted to the role of subject matter expert in 3 months of joining.
Education
Post Graduate Diploma - Interior Design
Singhania University
India03-2019
Bachelor of Science - Biochemistry
Osmania University
India03-2008
Skills
- Customer Success & Onboarding
- Stakeholder & Cross-functional Team Management
- KPI Monitoring & Performance Improvement
- Customer Experience (CX) Optimization
- Workflow Automation & SOP Development
- Project & Operations Management
- Process Development & Product Launches
- SQL & Data Analysis
Timeline
Team Manager
R.K. Air Conditioners Pvt. Ltd.
12.2019 - 08.2023
Project Manager
ARSC Networks
12.2019 - 06.2021
Team Leader
Uber India (Growth & Governance)
04.2016 - 11.2019
Customer Service Representative
Amazon India Pvt. Ltd.
04.2014 - 10.2015
Post Graduate Diploma - Interior Design
Singhania University
Bachelor of Science - Biochemistry
Osmania University
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