K.S.N.Lokesh
Solving customer problems by phone, chat and email since 2019.
About
I'm a customer support professional with over five years in international voice and chat, a year as a team lead, and a background in sales.
I've supported Amazon customers in the UK, fixed network and internet problems for US customers, worked collections in an Order to Cash process, and led 30 to 40 agents onboarding delivery partners for Swiggy and Blinkit.
I trained as an electronics and communications engineer. In any organisation I look for room to keep my skills current, a team to be part of, and a real contribution to its growth.
- 5+ years
- International voice and chat process
- 1 year
- Leading a team
- 6 months
- Marketing and sales
Experience
-
Jul 2026to present
Junior Level Associate
Movate TechnologiesResolving network and internet issues for US customers by phone and email.
Show responsibilitiesHide responsibilities
- Diagnose and fix customers' networking and internet problems on calls and emails, using Salesforce.
- Handle 20 to 30 calls and 25 to 30 emails a day while meeting quality and compliance standards.
- Walk customers through each fix step by step so they are never left frustrated.
- Keep satisfaction scores high with clear, empathetic technical help, including under the pressure of supporting international US customers.
-
Mar 2025to Feb 2026
Team Lead
Uniadroitech Innovation Pvt LtdLed a 30 to 40 member outbound voice team onboarding delivery partners for Swiggy and Blinkit.
Show responsibilitiesHide responsibilities
- Planned shifts and tracked attendance and adherence to keep outbound calling hours fully covered.
- Ran daily huddles on targets, process updates and compliance changes, and kept the team motivated.
- Acted as the first point of escalation for team conflicts and operational issues.
- Made sure agents followed the calling script and the full recruitment flow: first call, document submission and training scheduling.
- Oversaw CRM and dialer use so call outcomes, follow-up dates and partner data were logged accurately.
- Checked candidate data for accuracy to prevent onboarding delays and compliance issues.
- Owned the daily, weekly and monthly onboarding targets set by the client.
- Built and managed Performance Improvement Plans for agents missing recruitment and quality targets.
- Submitted daily performance reports covering results against targets, challenges, efficiency and pipeline status.
- Enforced data privacy and regulatory rules for candidates' personal information, and checked that agents explained Swiggy and Blinkit terms, payment structure and documents clearly.
-
Mar 2024to Mar 2025
Process Developer
Genpact India Pvt LtdHandled client queries in collections within an Order to Cash (O2C) process.
Show responsibilitiesHide responsibilities
- Coordinated order processing, inventory management, invoicing and payment collection.
- Emailed customers as the client instructed, working across Invoicing 2.0, HighRadius, PeopleSoft and Macros.
- Ran the aging process to client requirements, weekly or 15 days ahead, and sent the reports to the client every week.
-
Jun 2022to Sep 2022
Process Specialist, L3
Infosys BPM LimitedSolved internet and networking problems for international customers on calls and chats.
Show responsibilitiesHide responsibilities
- Resolved customers' networking and internet issues on calls and chats without delay.
- Averaged 30 to 40 calls and 10 to 15 chats a day within quality and compliance standards.
- Kept satisfaction scores high with clear, empathetic technical support, even under pressure.
-
Sep 2020to Jun 2022
Customer Support Associate
Amazon Development Center India Pvt LtdSupported UK customers on voice and chat.
Show responsibilitiesHide responsibilities
- Resolved customer issues on calls and chats without delay.
- Took 50 to 70 calls and 20 to 30 chats every day.
- Guided customers through each resolution so they were never left disappointed.
-
Jun 2019to Aug 2020
Customer Support Associate
Tech MahindraStarted my international voice and chat career supporting Amazon customers.
Show responsibilitiesHide responsibilities
- Resolved customer issues on calls and chats without delay.
- Handled 2 to 3 chats at once during peak hours while still giving each customer the exact resolution they came for.
-
Dec 2018to Jul 2019
Senior Sales Officer
HDB Financial ServicesField sales of personal, business, gold and mortgage loans.
Show responsibilitiesHide responsibilities
- Explained company policies and how each loan works, and convinced customers of the right fit.
- Looked after personal, business, gold and mortgage loans.
- Worked as a field executive and learned to handle difficult customer situations under pressure.
A typical day
Daily volumes from three of my support roles, handled while meeting quality and compliance standards.
agents led on a daily outbound voice process at Uniadroitech, covering shifts, attendance and onboarding targets.
Skills
Customer support
- Voice, chat and email support
- International customers in the US and UK
- Clear resolutions, calm under pressure
- Quality and compliance standards
Technical support
- Network and internet troubleshooting
- Salesforce for case handling
- CRM and dialer tools
- Hardware and Networking certified
Team leadership
- Shift planning, attendance and adherence
- Daily huddles and team briefings
- Escalations and Performance Improvement Plans
- Targets and daily performance reports
Collections and sales
- Order to Cash: invoicing, aging and collections
- HighRadius, PeopleSoft, Invoicing 2.0, Macros
- Outbound sales and partner onboarding
- Personal, business, gold and mortgage loans
Education
-
SSC
Little Angels High School, Visakhapatnam
-
Intermediate
Vikas College, Visakhapatnam
-
B.Tech, Electronics and Communications Engineering
Pragati Engineering College, Kakinada
2008 -
Hardware and Networking certification
IGIAT