Dharani Divili

Results-driven Supply Chain & Service Operations professional with 4+ years of experience in managing high-volume service requests, team leadership, and ensuring SLA/TAT adherence. Skilled in CRM tools, escalation handling, vendor coordination, and data-driven process improvements to enhance customer satisfaction and operational efficiency.

Service Engineer at Furlenco (2024-05 – 2026-03)

• Managed high-volume service operations across PAN India, overseeing end-to-end service request lifecycle (complaints, repairs, replacements) while maintaining high customer satisfaction.
• Acted as Lead, managing a team of 5+ members, allocating tasks, monitoring performance, and ensuring adherence to SLA, TAT, and KPIs.
• Handled escalations and complex cases, performing RCA and coordinating with QC, vendors, and cross-functional teams (Quality, Operations) for faster resolution and service recovery.
• Improved operational efficiency by collaborating with scheduling and vendor teams, reducing service request aging and turnaround time, and ensuring timely closures.
• Developed dashboards and reports (Excel/CRM) to track metrics (TAT, backlog, first-time resolution, CSAT), while driving process improvements, automation initiatives, and training new agents.

KYC Executive at Furlenco (2023-12 – 2024-04)

• Started as KYC Executive, ensuring 100% compliance in customer document verification (Aadhaar, PAN, passport) as per KYC/AML regulatory guidelines.
• Managed end-to-end customer onboarding, ensuring accurate data validation, error-free account activation, and adherence to SLA & TAT.
• Performed data verification and fraud detection, identifying suspicious cases and escalating high-risk profiles to relevant teams.
• Utilized CRM systems to update customer records, maintain audit trails, and ensure documentation accuracy for internal/external audits.
• Interacted with customers for document clarification and contributed to process improvements and reporting to enhance onboarding efficiency and quality standards.

Senior Customer Delight Executive at Wakefit Innovation Pvt Ltd (2021-11 – 2023-08)

• Managed inbound/outbound customer support (calls, chat, email) for ride and food service operations, ensuring quick issue resolution within defined SLA & TAT.
• Resolved customer issues including cancellations, delivery delays, fare discrepancies, and post-delivery concerns by coordinating with drivers, delivery partners, and internal teams.
• Handled escalations and customer feedback, ensuring timely closure of high-priority cases and improving overall service quality.
• Utilized CRM and ticketing tools to log, track, and maintain accurate records of customer interactions, complaints, and resolutions.
• Monitored performance metrics (CSAT, resolution time, productivity, quality scores) and generated reports to drive continuous improvement and customer satisfaction.

Service Agent – OLA Foods & Cabs at Radical Minds

• Managed inbound/outbound customer interactions (calls, chat, email) for ride and food service operations, delivering real-time resolutions with 90%+ quality score.
• Resolved complex issues including cancellations, delays, fare discrepancies, and delivery concerns by coordinating with drivers, delivery partners, and vendors.
• Handled escalations and high-priority cases, ensuring timely closure within defined SLA and TAT targets.
• Utilized CRM and ticketing tools to track, update, and maintain accurate records of customer interactions and resolutions.
• Delivered excellent customer experience through empathetic communication, driving CSAT, retention, and service recovery.
• Monitored and achieved key KPIs (CSAT, productivity, resolution time), while ensuring compliance with SOPs and quality standards.

B.Tech in Computer Science – JNTU Anantapur