Open to opportunities

Prasad Malladi

@prasadmalladi

Message

I am a customer support specialist improving processes and mentoring high-performing teams.

India

Message

What I'm looking for

I'm seeking a senior customer support role where I can mentor teams, resolve escalations, leverage CRM and PowerBI to drive process improvements, collaborate with product teams, and grow into leadership.

I am a customer support specialist with 7+ years of experience in operations and client service, focused on resolving escalations and delivering exceptional customer experiences.

I have led and mentored support teams, improving resolution times by 25% and training 20+ new hires in CRM systems and support protocols.

My work driving process improvements produced a 30% efficiency gain at Amazon and I created operational reports and dashboards using PowerBI to inform decisions.

I consistently achieve high-quality outcomes—95% customer satisfaction on resolved cases and 98% accuracy on quality audits—and I collaborate with product teams to turn customer feedback into better products.

Experience

Work history, roles, and key accomplishments

Current

Senior Customer Support Representative

Current

Harri

Jan 2025 - Present (7 months)

Handle complex enterprise customer inquiries and escalations; mentored junior agents, improving team resolution times by 25% and driving process improvements through support-metrics analysis.

Customer Support Escalation Management Mentoring CRM Data Analysis Process Improvement Cross Functional Collaboration

Customer Support Representative

Reliance Retail

Jun 2022 - Jan 2025 (2 years 7 months)

Managed 50+ daily multichannel customer interactions and achieved a 95% customer satisfaction rating; documented and streamlined 15+ support processes and trained 20+ new hires on CRM systems.

Multichannel Support CRM Customer Satisfaction Training Excel

Business Operations Associate

Amazon

Feb 2018 - Dec 2021 (3 years 10 months)

Supported operations for Alexa Data Services (300+ members), reducing process bottlenecks to improve team efficiency by 30% and producing PowerBI dashboards; conducted quality audits with 98% accuracy.