Vidya Kemparaju

Customer Support Professional
Bengaluru, Karnataka, India

Professional Overview

Vidya Kemparaju is a seasoned customer support professional with over 15 years of experience in the telecommunications industry. She specializes in resolving complex customer issues, driving process improvements, and delivering exceptional service to clients. Vidya's expertise spans complaint management, field service operations, and process auditing, empowering her to provide comprehensive solutions to customers.

Experience Summary

Current Role

Customer Support, Valeo Health ME (2023-02-01 to Present)

• Responsible for providing efficient and personalized support to customers, addressing their concerns and ensuring their satisfaction.

• Collaborates with cross-functional teams to identify and implement process enhancements, leading to improved customer experience.

• Serves as a subject matter expert, guiding and training junior team members on best practices in customer service.

Career Progression

Assistant Manager (Complaint Management), Vodafone Idea Limited (2017-03-01 to 2023-04-01)

• Managed a team of customer service agents, overseeing the resolution of complex customer complaints and escalations.

• Conducted in-depth root cause analysis to identify and address systemic issues, resulting in a 25% reduction in repeat complaints.

• Spearheaded the implementation of a new customer feedback system, leading to a 20% increase in customer satisfaction scores.

Business Analyst (Field Service), Idea Cellular Ltd (2014-01-01 to 2017-02-01)

• Analyzed field service data to identify opportunities for process optimization, improving technician productivity by 18%.

• Implemented a new field service scheduling system, enhancing resource utilization and reducing customer wait times by 30%.

• Collaborated with cross-functional teams to develop and streamline field service standard operating procedures.

Process Auditor (Service Excellence), Idea Cellular Ltd (2011-11-01 to 2013-12-01)

• Conducted comprehensive audits of customer-facing processes, providing recommendations for improvement.

• Designed and delivered training programs to enhance the customer service skills of frontline staff, leading to a 15% increase in first-call resolution rates.

• Served as a change agent, driving the adoption of new customer-centric initiatives across the organization.

Academic Background

Vidya holds a Bachelor of Business Administration (BBA) degree from Bangalore University, with a specialization in Marketing and Finance.

Areas of Expertise

• Customer service and complaint management

• Process improvement and optimization

• Data analysis and root cause identification

• Team leadership and training

• Cross-functional collaboration and communication

Professional Impact

• Recognized as a subject matter expert in customer service and complaint management within the telecommunications industry.

• Actively contributed to the development and implementation of innovative customer-centric initiatives, driving measurable improvements in customer satisfaction and operational efficiency.

• Demonstrated a proven track record of leading high-performing teams and fostering a culture of continuous learning and improvement.

Conclusion

With her extensive experience, strong analytical skills, and unwavering commitment to customer satisfaction, Vidya Kemparaju is poised to make a significant impact in her current role as a Customer Support Professional at Valeo Health ME. Her ability to drive process enhancements, lead cross-functional teams, and deliver exceptional customer service makes her a valuable asset to any organization.