maylavarapu S.
Senior Scrum Master
Open to offersNew to PlatformAbout
Pradeep K. is a seasoned professional with over five years of experience as a Scrum Master in the domains of e-commerce, fintech, banking, healthcare, and insurance within BPO and shared service environments. He has a proven track record of maintaining CSAT metrics above 90%, optimizing AHT, and consistently meeting SLA and KPI targets. Pradeep has showcased his expertise in handling multiple processes simultaneously, team leadership, and escalation management. His role as a Team Leader at HRH Next Services Limited involved leading a team of over 12 associates to ensure SLA compliance and improve process efficiency by 20%. He has successfully managed customer support for clients like Meesho, Paytm, Swiggy, Voltas, and Vedics, demonstrating his cross-domain expertise. Pradeep is well-versed in tools such as CRM platforms (Zendesk, Freshdesk, Salesforce), Jira, and Azure DevOps, while his technical skills span across HTML, CSS, JavaScript, and Power BI. His educational background includes a B.Tech in Electronics and Communication Engineering from JNTU, Hyderabad.
Experience
Team Leader – Customer Support
HRH Next Services Limited | Client: Meesho · 2024 — 2025Led a team of over 12 associates, overseeing project execution and client deliverables while achieving 98% SLA compliance in daily operations. Resolved more than 40 production issues weekly, contributing to a 20% improvement in process efficiency. Worked with cross-functional teams to optimize workflows, enhancing service quality by 15%. Managed various aspects including team coordination, client reporting, and quality assurance, resulting in a 25% reduction in escalations. Employed MS Excel, CRM platforms, ticketing systems, and HTML, CSS, JavaScript to increase reporting accuracy by 30% and enhance operational performance.Healthcare Customer Experience & Product Support
Client: Healthcare / Vedics · 2023 — 2024Managed customer support for healthcare and wellness products, responding to over 80 daily interactions concerning appointments and product inquiries. Educated customers on products, driving a 15% enhancement in retention rates. Resolved complaints related to damaged products and replacement requests with a 95% success rate, coordinating with internal teams to elevate customer experience and limit recurrence of issues by 20%.Food Delivery Support
Client: Swiggy · 2019 — 2022Delivered chat support for food delivery services, managing over 80 daily questions related to order tracking and delivery issues. Assisted in technical operations concerning order management and workflow monitoring. Coordinated with delivery partners and internal teams to ensure timely order fulfillment and resolution of issues within prescribed TAT. Utilized tools such as MS Excel, CRM platforms, ticketing systems, and SQL, HTML, JavaScript, improving service quality and operational efficiency.AC Service & Installation Support
Client: Voltas · 2022 — 2022Oversaw after-sales support for air conditioning products, encompassing installation and service scheduling. Collaborated with technicians to guarantee timely service and effective issue resolution. Managed service tickets, achieving a 95% resolution rate within TAT while ensuring customer satisfaction through diligent follow-ups.Digital Payments & Travel Support
Client: Paytm · 2018 — 2019Provided customer support focused on digital payments and travel bookings, addressing over 90 daily inquiries regarding UPI, wallet, card transactions, and refunds. Handled fraud escalations and payment disputes with a 95% resolution rate while ensuring operations adhered to compliance and security protocols. Aided customers with flight-related concerns, maintaining a 98% service adherence and processing refunds within defined TAT, thus improving customer satisfaction by 20%.Customer Support Specialist (Multi-Domain Operations)
BPO / Shared Services EnvironmentOperated in a multi-process setting, managing simultaneous projects across different domains according to business needs and queue allocation.
Skills & Expertise
Education
- B.Tech – Electronics and Communication EngineeringJNTU, Hyderabad · — — 2010
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