Kusumanjali Teki

Customer Support and Operations Specialist with 7+ years of experience supporting global customers through offshore operations centers within the shipping and logistics industry. Skilled in managing international shipment documentation, resolving complex logistics issues, and coordinating with cross-functional global teams to ensure smooth delivery operations. Proven ability to deliver high-quality customer support for overseas clients, maintain strong service level agreements (SLAs), and improve operational efficiency through CRM systems and logistics platforms.

Experienced in handling high-volume customer interactions while maintaining strong customer satisfaction and service quality.

Senior Associate – Customer Success & Offshore Operations - WNS Global Services Pvt Ltd - Hyderabad, India

(2021-01 - 2025-01)

• Monitored and achieved Key Performance Indicators (KPIs) including First Response Time, Resolution Time, and Customer Satisfaction (CSAT).
• Ensured strict compliance with Service Level Agreements (SLAs) by prioritizing high-impact customer issues and maintaining timely case resolution.
• Maintained high productivity and quality scores through consistent adherence to operational performance metrics.
• Encouraged team collaboration and knowledge sharing to improve overall customer experience and service efficiency.
• Collaborated with onshore teams and international clients to ensure seamless operational support from the offshore center.
• Proactively updated customers on shipment progress, delays, and resolution timelines to ensure positive customer experience.
• Improved ticket closure efficiency by accurately documenting cases in Salesforce CRM.
• Acted as a mentor for new team members, providing guidance on operational processes, customer handling, and internal tools.
• Conducted knowledge transfer sessions (KT sessions) for new hires on shipment tracking systems, CRM tools, and documentation processes.
• Supported customer success initiatives by ensuring accurate shipment updates and proactive communication.
• Maintained quality compliance standards in all customer communications and documentation processes.
• Participated in process improvement initiatives to enhance operational efficiency and reduce issue resolution time.
• Acted as a subject matter support resource for new team members during onboarding and training.

Associate – Operations - MOL-IPS Information Services Pvt(I) Ltd - Hyderabad, India

(2018-01 - 2021-01)

• Managed export and shipping documentation including Bills of Lading, shipping labels, and customs documentation.
• Ensured accuracy and compliance in export documentation aligned with global shipping standard.
• Coordinated with global carriers, warehouses, and internal teams to resolve shipment delays and logistics discrepancies.
• Maintained 98% customer satisfaction score through proactive communication and effective issue resolution.
• Responsible for utilizing logistics IT systems or software to optimize procedures.
• Provided offshore customer support for global Stakeholder coordination, managing daily shipment queries and delivery issues.
• Coordinated with cross-functional teams to ensure efficient cargo handling and documentation completion.
• Supported process improvements by analyzing operational KPIs and identifying documentation errors.
• Maintained communication with freight forwarders and logistics partners to ensure smooth cargo movement.
• Reduced documentation errors by following standard operating procedures (SOPs).
• Supported internal audits and compliance checks to maintain process accuracy and service standards.
• Assisted team leads in tracking daily operational KPIs and reporting service metrics.

Bachelor of Technology (B.Tech) - Computer Science - V.K.R, V.N.B & A.G.K College of Engineering, Gudivada (2016-01 - 2016-01)

Diploma - Computer Science - A.A.N.M & V.V.R.S.R Polytechnic College, Gudlavalleru (2013-01 - 2013-01)

Secondary School Certificate (SSC) - Montessori English Medium High School, Gudivada (2010-01 - 2010-01)