Chanakya Kambhatla Email & Phone Number

Hyderabad Area, India

• Lead 3 teams of 30 each reviewing events and coaching the clients back for any risky driving behavior.• Ensure that the team is customer oriented and focused in identifying the observations in the events.• Led very critical projects that helped the Review Operations improve the productivity by 12% in 3 months maintaining the Quality intact• Maintaining the Quality as the company’s norms• Ensure the daily productivity targets are met.• Responsible to coach and groom the… Show more • Lead 3 teams of 30 each reviewing events and coaching the clients back for any risky driving behavior.• Ensure that the team is customer oriented and focused in identifying the observations in the events.• Led very critical projects that helped the Review Operations improve the productivity by 12% in 3 months maintaining the Quality intact• Maintaining the Quality as the company’s norms• Ensure the daily productivity targets are met.• Responsible to coach and groom the analysts and look after their focus areas.• Monitor the SLAs and ensure they are managed accurately and met at all times Show less

Hyderabad Area, India

• Responsible for India Technical support, ensuring the queries are addressed on a timely manner.• Monitored call queues, call volume, case volume, case duration and other metrics. Analyzes results and analyzes trends taking action to constantly look for opportunities to improve. • Ensured the team responds to customer inquiries on technical website, by telephone, and electronic mail during high call volume periods and excessive hold times.• Ensures the volume of work produced meets… Show more • Responsible for India Technical support, ensuring the queries are addressed on a timely manner.• Monitored call queues, call volume, case volume, case duration and other metrics. Analyzes results and analyzes trends taking action to constantly look for opportunities to improve. • Ensured the team responds to customer inquiries on technical website, by telephone, and electronic mail during high call volume periods and excessive hold times.• Ensures the volume of work produced meets product/service standards and exceeds quality standards.• Organized and coordinated On-The-Job (OJT) training to newly hired TSE’s, as well as took care of the ongoing training and coaching.• Was responsible for resolving all customer issues that relate to the department, keeping appropriate persons informed when applicable.• Made critical contributions to the selection and development of department staff. Show less

The Hosting & Application services in AT&T has been acquired by IBM. Hence, the roles and responsibilities stay the same except the name of the company. I have been continuing to deliver the same support and services in IBM as I was with AT&T.• Agile trained – Knowledge on Basics, Agile Operations Pattern.• ITIL framework trained.

Hyderabad, Telangana, India

• Ensured to achieve MTTR goal for Sev3 & Sev4 to 95% by extending my helping hand.• Ensured that Customer related ageing INC ticket (>30 days) are maintained <10% and to ensure from my end that the activities scheduled for the customers are met as per organization target.• Made sure that the client communication is specific and in time – Powerfully and Prolifically.• I take initiative in improving and innovating new methods to help my colleagues and the processes linked to… Show more • Ensured to achieve MTTR goal for Sev3 & Sev4 to 95% by extending my helping hand.• Ensured that Customer related ageing INC ticket (>30 days) are maintained <10% and to ensure from my end that the activities scheduled for the customers are met as per organization target.• Made sure that the client communication is specific and in time – Powerfully and Prolifically.• I take initiative in improving and innovating new methods to help my colleagues and the processes linked to team which would help me in my development as well as the team's.• Exercised and excelled independent judgment in monitoring systems/applications, troubleshooting problems, documentation, problem isolation, and arranging support from Client Services personnel. • Always maintained focus on Client expectations and overall satisfaction, both as an individual and team.• Hands on experience on Change and Incident management.• Works in a multi-task implementation and support environment using best practices to manage Client’s application and network infrastructure issues to completion. Show less

Hyderabad, Telangana, India

• Got promoted into Quality/Case Management Team and was given a team.• Handled multiple new hires on the floor, provided technical training and helped in call taking.• Responsible for taking care of the case logs that associate and checking if they are on track with the recorded call.• Coached the associates based on the feedback from the call and case logs.• Multiple rave emails received for providing best Customer Service the customers. • Promoted to the premier queue… Show more • Got promoted into Quality/Case Management Team and was given a team.• Handled multiple new hires on the floor, provided technical training and helped in call taking.• Responsible for taking care of the case logs that associate and checking if they are on track with the recorded call.• Coached the associates based on the feedback from the call and case logs.• Multiple rave emails received for providing best Customer Service the customers. • Promoted to the premier queue which handles the first 60 days customers which requires a lot of patience and knowledge as first time experience creates a lot of impact on the company. • Been selected for the top talent program which was conducted for the top 15 agents on the floor.• Got cross trained both in voice and chat processes and excelled in the same.• Part of the fun committee organizing events on the floor. • Was the in-house DJ for DELL, handled 3 QBR events. Show less

Visakhapatnam, Andhra Pradesh, India

• Rendered my services being a part of the best team on the floor.• Received award for best performance in the first 3 months.• Was awarded "Best new agent" on the floor in Mortgage Handling Customer support.

Hyderabad Area, India

• Supported the seller platform & merchants technically at the development center based in Hyderabad.• Handled seller accounts, merchant accounts and Advantage vendors while being the Kaizen Contact for the team.• Offline maintenance activities for the accounts, including technical issues relating to account security.• Successfully completed 2 Kaizen projects in my team and am a source to lead the team to complete more Kaizens.

Hyderabad, Telangana, India

• Answer customer queries, as well as question customers to obtain full understanding of what information is being requested. • Provide quality customer service on every mail and communicate clearly and effectively.