Ambati Vivek

Results-driven Client Relationship Officer with progressive experience in customer service, client retention, and team leadership across Overseas Careers, Staffing Solutions, Financial Services, Insurance, and BPO. Proven expertise in Salesforce CRM, visa documentation, client onboarding, escalation management, and recruitment coordination. Consistently delivers measurable outcomes — from reducing escalations by 15% to boosting satisfaction scores by 30% — by combining strategic relationship management with deep operational insight.

Sr. Recruiter – Staffing | Client Relationship Officer - Y-Axis Overseas Careers & Global Solutions - Hyderabad

(2022-04 - 2026-05)

Built and managed 100+ client relationships across the staffing lifecycle — from onboarding through visa documentation — combining Salesforce CRM expertise with proactive client-hiring team coordination to consistently exceed service targets.

• Client Retention: Grew retention by 20% through stronger staffing relationships and proactive account management.
• Service Quality: Improved resolution speed and quality by 25% using Salesforce CRM.
• Customer Satisfaction: Raised CSAT scores by 30% via structured follow-ups and cross-team coordination.
• Escalation Management: Cut customer escalations by 15% through proactive problem-solving and refund case handling.
• Brand Reputation: Monitored and optimized online/social reviews to protect brand image.
• Cross-Functional Collaboration: Partnered across departments for seamless client onboarding and visa documentation.

Assistant Manager – Customer Support & Operations - Motilal Oswal - Hyderabad

(2021-03 - 2022-01)

• Supervised 2 Team Leaders and 30 executives, achieving a 70% lead conversion rate in financial services.
• Enhanced team performance through MIS reporting and data-driven process strategies.
• Implemented training programs and process improvements, boosting overall service quality and efficiency.

Assistant Manager – Customer Service Operations - Karvy - Hyderabad

(2018-06 - 2020-04)

• Conducted data analysis to improve follow-up processes and reduce case resolution time.
• Collaborated with cross-functional teams to resolve escalated cases and improve client satisfaction.
• Optimised workflows for faster, more effective case handling.

Team Lead – Customer Support (BPO) - IBS - Hyderabad

(2017-08 - 2018-03)

• Supervised a 15-member outbound support team maintaining 95% accuracy in service delivery.
• Monitored daily operations through MIS reports for real-time performance tracking.
• Championed a customer-first mindset to consistently strengthen service standards.

Team Lead – Insurance Customer Support - BimaDirect.com - Hyderabad

(2016-06 - 2017-07)

• Managed a 25-member insurance support team, consistently meeting service and sales targets.
• Reduced team attrition through effective mentoring, motivation, and performance coaching.
• Applied process optimisation strategies to enhance overall customer experience.

Team Lead – Insurance Customer Support - IIFL - Hyderabad

(2014-06 - 2016-06)

• Led a 12-member team across life and health insurance support functions.
• Ensured robust escalation management and effective client communication protocols.
• Consistently achieved monthly service and account management targets.

Team Lead – Customer Support (Inbound BPO) - HomeoCare International - Hyderabad

(2013-02 - 2014-04)

• Managed two teams of 30 members handling inbound and outbound customer queries.
• Scheduled branch doctors' weekly appointments and coordinated TV interview logistics.

Senior Executive – Customer Support - IIFL (India Info Line Limited) - Hyderabad

(2010-09 - 2013-01)

• Handled client renewals and consistently achieved monthly revenue targets of INR 8 Lakhs.

Customer Care Executive – Telecom Support - Aegis - Hyderabad

(2007-10 - 2008-07)

• Handled inbound and outbound telecom queries including billing and technical support.
• Maintained accurate CRM and MS Office records, improving customer data management.
• Delivered high satisfaction scores through prompt resolution and proactive customer updates.

Bachelor of Commerce - B.Com - Andhra University