Pavankumar Bhamidi

Led a team of support agents, running weekly coaching cadences that reduced average resolution time and lifted CSAT scores above target SLAs. Designed and owned a DSAT analysis framework adopted org-wide, influencing the product roadmap and reducing repeat complaint rates.

Built and delivered end-to-end onboarding programs for new hires, reducing time-to-proficiency on the Salesforce platform. Served as the bridge between Support and Engineering, triaging and escalating critical Salesforce issues by client impact and business urgency.

Aligned client business requirements with CRM technology solutions, identifying and bridging functional gaps for implementation success. Served as primary liaison between business and technical teams during enterprise client migrations.

Directed support operations and team performance, ensuring consistent service delivery and adherence to operational SLA standards. Streamlined internal escalation processes and managed high-priority cases to protect service levels.

Managed customer service operations in a high-volume airline environment, ensuring consistent passenger support and operational efficiency. Developed training programs for junior associates and resolved complex passenger escalations professionally.

Bachelor's Degree from Andhra University.