Krishna Chaitanya Mudadla
Aylesbury,Buckinghamshire
Summary
Customer Service Team Leader and Operations Specialist with 2+ years of experience in high-volume contact centre environments at Concentrix. Proven expertise in KPI and SLA management, customer escalation handling, quality assurance, CRM systems, and performance coaching. Experienced in leading teams of up to 25 advisors, delivering structured training programs, and driving customer satisfaction through process improvement and operational excellence. Done with MSc in Software Engineering, bringing strong technical aptitude alongside customer service leadership.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
1
1
Certification
Work history
Customer service manager
China Brasserie
Fairford leys, Buckinghamshire
2023.03 - 2026.02
- Welcomed guests and clients in a friendly, positive manner.
- Handled 30-50 incoming telephone calls, taking accurate messages and relaying them to personnel to support timely communication.
- Answered and directed incoming calls to relevant staff members using a multi-line telephone system.
- Delivered polite, professional customer service to enhance business reputation through positive first impressions.
Team leader, sales operations
Concentrix
Visakhapatnam
2022.04 - 2022.09
- Led team of 25 customer service advisors, consistently achieving KPIs, SLAs, and quality targets, resulting in a 10% increase.
- Improved customer satisfaction through structured coaching, feedback sessions, and performance tracking.
- Coordinated daily operations to support remote-ready workflows and business continuity
- Monitored agent performance metrics and delivered targeted action plans with Complete accuracy
Trainer
Concentrix
Visakhapatnam
2021.11 - 2022.04
- Delivered onboarding and refresher training for new hires and existing agents
- Developed training materials and learning resources
- Assessed agent performance and provided one-to-one coaching
- Supported adherence to quality standards and compliance requirements
- Partnered with operations leaders to improve team capability and readiness
Subject matter expert
Concentrix
Visakhapatnam
2021.03 - 2021.10
- Supported frontline agents with complex customer issues and escalations
- Conducted knowledge transfer sessions to improve accuracy and consistency
- Documented processes and best practices for operational alignment
Senior customer service executive
Concentrix
Visakhapatnam
2020.12 - 2021.03
- Handled high-volume inbound and outbound customer interactions
- Resolved complaints via phone, email, and CRM platforms
- Collaborated with internal teams to achieve first-contact resolution
Customer Service Executive
Concentrix
Visakhapatnam
2020.07 - 2020.11
- Delivered professional customer support in high-pressure environments
- Maintained strong customer satisfaction while managing heavy call volumes
Education
Masters - Software Engineering: Computer Science
University of Hertfordshire
Hatfield, UK 2022.09 - 2024.09
BTech - Computer Science Engineering: IT
Sir C R Reddy College Of Engineering
Eluru, India 2014.03 - 2017.03
Skills
- Customer Support (Phone, Chat, Email)
- CRM & Ticketing Systems
- KPI & SLA Management
- Quality Assurance & Compliance
- Escalation & Complaint Resolution
- Team Leadership & Performance Management
- Training & Onboarding
- Customer Experience Improvement
- Process Improvement & Workflow Optimisation
- Remote Operations Management
- Coaching & Feedback Delivery
- MS Office / PC Systems
- Communication & Stakeholder Management
Certification
Provisional Licence
Languages
English: C2 Proficient
Proficient (C2)
Hindi: C2 Proficient
Proficient (C2)
Telugu: C2 Proficient
Proficient (C2)
Websites, Portfolios and Profiles
https://www.linkedin.com/in/krishna-chaitanya-a686
Timeline
Customer service manager
China Brasserie
2023.03 - 2026.02
Masters - Software Engineering: Computer Science
University of Hertfordshire
2022.09 - 2024.09
Team leader, sales operations
Concentrix
2022.04 - 2022.09
Trainer
Concentrix
2021.11 - 2022.04
Subject matter expert
Concentrix
2021.03 - 2021.10
Senior customer service executive
Concentrix
2020.12 - 2021.03
Customer Service Executive
Concentrix
2020.07 - 2020.11
BTech - Computer Science Engineering: IT
Sir C R Reddy College Of Engineering
2014.03 - 2017.03