Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Anil Kumar Kanchumoju

Anil Kumar Kanchumoju

Visakhapatnam,India

Summary

Dynamic and results-oriented Team Leader with over 7 years of extensive experience in customer support operations, team coaching, and leadership roles. Expertise in managing large teams of over 75 full-time equivalents (FTEs), driving performance enhancements, and significantly improving customer satisfaction metrics. Skilled in mentoring, strategic planning, and delivering outcomes that align with service level agreements (SLAs) and key performance indicators (KPIs). A strong advocate for fostering a collaborative culture and championing continuous improvement initiatives.

Overview

8
8
years of professional experience

Work History

Team Leader

TTEC India Customer Solutions Pvt Ltd
09.2022 - Current
  • Managed a team of 40+ associates in the Customer Support vertical.
  • Delivered consistent SLA compliance and improved CSAT from 3.8 to 4.25+.
  • Conducted weekly/monthly performance reviews and implemented action plans.
  • Mentored team members on goal setting, RCA, and coaching methodologies.
  • Participated in strategic client discussions to align operations with business goals.
  • Reduced average handling time and minimized customer transfers.
  • Created training materials and conducted group sessions on new processes.

Team Coach & Subject Matter Expert

TTEC India Customer Solutions Pvt Ltd
02.2021 - 02.2022
  • Mentored newly hired agents for e-commerce platform process, improving product knowledge and performance.
  • Conducted regular performance reviews and team meetings with leadership.
  • Empowered team members to enhance customer satisfaction and loyalty.

Chat Support Representative

TTEC India Customer Solutions Pvt Ltd
02.2018 - 06.2020
  • Handled 40-60 chats daily with a CSAT score of 4.5/5.
  • Nominated as 'Agent of the Year' in 2019.
  • Provided accurate resolutions and documented interactions in ticketing systems.
  • Suggested process improvements based on customer feedback trends.

Education

B.Tech - Industrial and Production Engineering

Guru Ghasidas Vishwavidyalaya (Central University)
05.2017

Intermediate - Maths, Physics, Chemistry

Narayana Junior College
04.2013

SSC -

Pragyna Grammar School
03.2011

Skills

  • SLA & KPI Management
  • Team Leadership & Coaching
  • Performance Reviews & RCA
  • Attrition & Shrinkage Control
  • Customer Satisfaction (CSAT) Improvement
  • Escalation & Complaint Resolution
  • Operational Efficiency & Cost Optimization
  • Training & Development
  • Strategic Client Engagement

Languages

English
Professional Working
Telugu
Professional Working
Hindi
Limited Working

Timeline

Team Leader

TTEC India Customer Solutions Pvt Ltd
09.2022 - Current

Team Coach & Subject Matter Expert

TTEC India Customer Solutions Pvt Ltd
02.2021 - 02.2022

Chat Support Representative

TTEC India Customer Solutions Pvt Ltd
02.2018 - 06.2020

Intermediate - Maths, Physics, Chemistry

Narayana Junior College

SSC -

Pragyna Grammar School

B.Tech - Industrial and Production Engineering

Guru Ghasidas Vishwavidyalaya (Central University)

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