K S Bhavya Shree
Customer Service Team Leader – Operations
About
Results-driven Customer Service Team Leader and Operations & Quality Professional with 9+ years of BPO experience across US Telecom, Banking & Financial Services, Automobile, E-commerce, and Hospitality domains.
Experience
Customer Service Team Leader – Operations; Official Designation: Process Excellence
R Systems International Ltd.
Aug/2022 to Dec/2023 – Jul/2024 to Mar/2025
Led a team of 25–30 Customer Service Associates in a US Telecom inbound voice process. Managed AHT, CSAT, FCR, NPS, SLA, productivity, occupancy, shrinkage, and attrition. Improved CSAT through coaching and performance improvement plans, managed escalations, collaborated with QA, WFM, and Training teams, used Nexidia Interaction Analytics, performed RCA, and prepared MIS reports.
Quality Call Auditor; Official Designation: QA Analyst
OLX Autos
Feb/2022 to Aug 2022
Conducted quality audits using standardized scorecards, facilitated calibration sessions, delivered coaching and feedback, performed RCA, monitored Quality, AHT, CSAT, and FCR, and developed Power BI dashboards and reports.
Quality Call Analyst / Quality Auditor; Official Designation: Senior Executive – Project Process Quality
Home Credit India Finance Pvt. Ltd.
Nov/2017 to Sep/2021
Performed banking quality audits, evaluated customer interactions, conducted calibration sessions, delivered coaching and feedback, performed RCA, monitored Quality, AHT, CSAT, FCR, SLA, and Productivity, and prepared quality reports and MIS dashboards.
Team Leader – Operations; Official Designation: Team Leader
Street Style Store
Oct/2016 to Sep 2017
Managed end-to-end customer service operations, led hiring and onboarding, conducted training and coaching, managed team targets, designed incentive and recognition plans, handled escalations, managed attendance and workforce planning, and developed operational processes and MIS reports.
Customer Service Executive; promoted to Cluster Manager through Internal Job Posting
OYO Rooms
Jun/2015 to Sep/2016
Handled customer booking and service queries, earned promotion to Cluster Manager within six months, managed operations across multiple cities and hotel properties, coordinated with property partners, handled escalations, supported inventory and CRS operations, and delivered operational guidance and training.
Education
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Bachelor of Business Administration (BBA), Business Administration
2024
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Diploma
2015