Gagan Rajput

At Creditas, I didn't just manage features — I ran the entire product show: from the client’s first requirement to the last click in a campaign, with revenue, experience, and scale at the core.

• Owned and launched 25+ white-label Lifetime Value (LTV) solutions across major financial products — including Credit Cards, Debit Cards, Savings Accounts, Debt Collection, Loans, and Insurance — customized for leading Indian banks.
• End-to-end ownership — from client requirements and solutioning to design ideation, technical & stakeholder orchestration, UAT, go-live, client demos, and ongoing performance management and service continuity.
• Drove 1.5x QoQ revenue growth through continuous iteration, feature rollout, funnel analysis, and go-to-market alignment.
• Led cross-functional pods across tech, design, content, legal, data science, ops, and sales to ensure delivery with zero blockers.
• Managed revenue forecasting, OKR definition, stakeholder alignment, and client growth roadmaps.
• Created and optimized UX content, micro-copy, and multichannel communication journeys — resulting in 5x improvement in CTRs and higher user engagement.
• Designed and executed performance marketing campaigns, cohort strategies, and CRM flows — aligning them with product-led growth goals.
• Released data dashboards for funnel analysis, drop-off attribution, and campaign performance; used in CXO-level monthly business reviews.
• Partnered with marketing, comms, and vendors to integrate omnichannel platforms (SMS, WhatsApp, RCS, IVR, Email), enabling end-to-end customer lifecycle visibility.
• Played a central role in business reviews, client escalations, campaign performance retros, and ops integration, driving product accountability at every touchpoint.

• Built and scaled the CX and Ground Operations verticals from the ground up in a high-growth intercity mobility startup.
• Led vendor identification, onboarding, and management across technology, call center partners, and on-ground logistics.
• Managed call center operations, hired & trained teams, implemented QA frameworks, and standardized SLAs.
• Handled high-priority escalations, critical ride failures, and customer complaints across digital and voice channels.
• Defined and enforced SOPs, knowledge bases, service workflows, and escalation ladders to drive consistent service.
• Oversaw a team of 45+ across support, ground ops, and customer experience — spanning multiple cities and operational zones.
• Coordinated with tech & product teams to align frontline operations with backend logic, minimizing leakage and downtime.
• Executed GTM playbooks, operational frameworks, and feedback loops — creating a seamless customer journey across digital and physical touchpoints.

Drove the vision, execution, and operationalization of travel tech products that directly improved customer trust, reduced cost, and created real-world impact.

• Led the 0→1 development of mission-critical digital tools including real-time vehicle tracking, Captain App, and a custom-built Global Distribution System (GDS).
• Designed product specs, defined use cases, coordinated across engineering, CX, and operations to build experiences used by 1000+ passengers/day.
• Built the Live Bus & Pickup Tracking System, reducing 70% of daily complaints and 25% of inbound calls through real-time transparency.
• Conceptualized and launched the Captain App — solving missed boarding issues, digitizing check-ins, and collecting health metadata.
• Developed an internal GDS platform, replacing costly third-party systems and saving ₹5L/month in operational expense.
• Architected the GDS with multi-user profiling, route management, and API integrations with external travel platforms.
• Created feature documentation, stakeholder demos, QA plans, and partner onboarding kits — ensuring speed and clarity at every phase.
• Served as a cross-functional lead, translating operational pain points into tech requirements and customer experience improvements.
• Collaborated with call center, ground staff, and fleet operations to ensure product changes directly impacted NPS, CX, and operational uptime.
• Set up product-led data reporting for feature adoption, customer satisfaction, and operational anomalies.

• Launched in-house grievance ticketing platform; authored BRD & PRD to centralize complaint workflows.
• Standardized 80+ branches, reducing complaint rate by 10%.
• Rolled out CX training initiatives PAN India, driving improved SLAs and agent performance.

• Delivered IoT-based product: In-Branch Interaction Monitoring System — improved CX intelligence.
• Overhauled training and SOPs across branches — improved lead-to-sale conversion from 21% to 35%.

• Established 2nd outsourced escalation center, managing performance across critical LOBs.
• Wrote PRD for internal call handling system — improved efficiency (AHT dropped from 13 mins to 10 mins).
• Led performance governance through monthly impact reviews with senior stakeholders.

• Created OYO’s first outsourced center for 15+ LOBs — scaled training and support staff within 30 days.
• Owned KPIs including FRT, CSAT, OCR, A-SAT, and FCR across cross-channel customer operations.

• Handled Red Alert, Social, and complex escalations.
• Standardized SOPs and training documentation for nationwide implementation.

Played a key role in standardizing customer service processes and enhancing training workflows in one of India’s leading mobile OEMs.

• Conceptualized SOPs, process flows, and escalation matrices across service channels
• Revamped training modules to align with updated workflows and CX standards
• Conducted onboarding and soft-skills training for new joiners — improving ramp-up efficiency and issue handling consistency
• Collaborated with team leads and support heads to refine scripts, SLAs, and performance expectations

Started my professional journey as a PHP Developer, contributing to full-stack website development and content creation for a tech-enabled financial services platform.

• Developed responsive, content-driven web pages using PHP, HTML/CSS, and MySQL
• Managed website content and UI elements in coordination with design and marketing teams
• Ensured site performance and usability through frequent testing and optimization
• Collaborated with business leads to convert requirements into functional site features