Lavanya Yadav
@lavanyayadav
I lead customer support teams that improve CSAT, SLA performance, and escalation resolution.
IndiaWhat I'm looking for
I've supported customers for Vodafone, Dell, Groupon, Airtel, and OIT Innovations, resolving account, billing, order, delivery, and service issues across chat, email, and voice channels.
As Partner & Customer Empathy Lead at OIT Innovations, I lead a team of six, resolve 95% of escalations, and maintain 97% CSAT, 98% SLA, and 94% QA. I use KPI analysis, coaching, workload optimization, and process improvements to strengthen team performance.
I've handled high-volume international support, including 100+ live chats and 50+ emails daily. I also mentor junior associates, build support macros, troubleshoot root causes, and reduced first response time from 45 minutes to under one minute.
Experience
Work history, roles, and key accomplishments
Partner & Customer Empathy Lead
OIT Innovations Private Limited
Sep 2025 - Present (1 year 1 month)
Resolved 95% of escalated customer issues and maintained 97% CSAT, 98% SLA, and 94% QA through strategic team management. Delivered targeted coaching and feedback, improving individual performance metrics by an average of 20%.
Education
Degrees, certifications, and relevant coursework
Mahendra Institute of Technology, Engineering
Bachelor of Engineering, Electronics and Communication
Grade: 76%
Completed B.E. in Electronics and Communication with a CGPA of 76% in 2016.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Job categories
Skills
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