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Customer Support & Operations Leader

Anantha Sai Lakshmi Priya

5+ years driving performance in high-volume service environments

Visakhapatnam / Hyderabad — Open to relocate to Hyderabad

Portrait of Anantha Sai Lakshmi Priya
0Team members led
0% SLA adherence
0/5 CSAT rating
0+ associates trained
Summary

Professional Summary

Customer Support & Operations Leader with 5+ years of experience driving performance in high-volume service environments. Expertise in escalation management, KPI optimization, and cross-functional collaboration, with proven success improving FCR, FRT, AHT, CSAT, and ticket quality metrics while leading a 19-member team. Seeking to contribute to a fast-paced, product-driven organization in an Operations-focused role.

Core Competencies

Areas of Strength

Escalation Management SLA & KPI Optimization First Call Resolution (FCR) Customer Experience Strategy Process Improvement & RCA Freshdesk CRM & Case Management Performance Reporting & Analysis Stakeholder Collaboration Team Leadership & Coaching Workforce Management MS Excel
Experience

Professional Experience

Aug 2023 — Jan 2025

Team Leader — Inbound Operations

DeliverEase, Visakhapatnam
  • Led and mentored a team of 19 customer support associates in a high-volume logistics environment.
  • Reduced escalation rates and improved FCR, FRT, AHT, and ticket reopening rate.
  • Strengthened CSAT through structured coaching on response efficiency and empathy-driven communication.
  • Trained and onboarded 2 full batches (24+ associates) and led training for an entire pilot project team.
  • Managed roster planning and shrinkage calculations, maintaining 94% SLA adherence.
  • Partnered with Accounts, QA, and Operations teams to resolve high-priority escalations.
  • Generated weekly and monthly performance dashboards for leadership decision-making.
Sep 2020 — Jul 2023

Customer Service Representative — Inbound & Outbound

DeliverEase, Visakhapatnam
  • Handled 200+ daily inbound and outbound customer interactions in a structured CRM environment.
  • Maintained 94% SLA compliance and a consistent 4.5/5 CSAT rating.
  • Managed end-to-end resolution of refunds, billing discrepancies, deductions, and service complaints.
  • Used Freshdesk CRM for case tracking, escalation routing, and issue documentation.
  • Recognized for consistent performance and promoted to Team Leader.
Education

Academic Background

Bachelor of Commerce

Gitam University

Intermediate

BVK Junior College

SSC

Pollock School

Let's Connect

Open to Operations-focused roles in fast-paced, product-driven organizations.

priya.anantha16@gmail.com +91 63035 69280 Visakhapatnam / Hyderabad, India