Kamada Laxmi Narayan

About Kamada Laxmi Narayan

7 Years of rich work experience in Domestic BPOs KPO and Risk Operation sand around 3 Years of strong experience in FRM/ TMS/ Chargeback,Team Management and Client Management. Proven track record in managing chargeback processes, customer complaints, fraud detection, and grievance management. Demonstrated ability to improve team performance, reduce attrition, and enhance operational KPIs such as FTR, CSAT, and NPS. Hands-on experience with customer service, internet research, and managing large teams in high-pressure environments.

Experience

1. Assistant Manager

   BharatPe

   Nov 2023 — Present · Gurugram, IN

   Observed, assessed, and worked with teams from different departments to improve the efficiency of the administration and learning centers’ daily operations. Enhanced the organization\'s operational systems, procedures, and guidelines to support its vision. Improved organizational planning, business processes, information management, and utilization of information flow. Managed and enhanced each support service\'s efficacy and efficiency through collaboration and communication between the support and internal departments. Provided customer assistance, including the creation of systems for support automation. Managed grievances from Nodal, RBI, MHA, Social Media, achieving a 15% reduction in escalations. Collaborated with call Center bi-monthly calls to review and address operational concerns. Supported HR in recruitment to meet evolving process demands. Make sure all employees adhere to company’s policies and guidelines. Supervised day-to-day operations to meet performance, quality and service expectations.

Education

• Choudhary Charan Singh University, Meerut

  Master's degree

  2005 — 2007

• CNI BOYS INTER COLLEGE

  Bachelor's degree

  1998 — 2002

• Choudhary Charan Singh University, Meerut

  Bachelor of Commerce - BCom

  2002 — 2005