Gokul Thangavelu

Customer-Centric Support Leader with 18+ years of experience driving excellence in multichannel customer service (voice/chat/email), technical troubleshooting, and CRM-driven support operations. Adept at leading high-performing teams, optimizing workflows, and delivering 98%+ quality assurance scores in fast-paced BPO/ITeS environments.

Key Strengths:
✔ Chat & Voice Support: Proven track record in managing L0/L1 support for global clients (USA, UK, Canada), reducing AHT by 20% and boosting CSAT by 30% through proactive resolution strategies.
✔ Sales-Driven Support: Unique ability to blend customer service with revenue growth, achieving 105%+ upselling/cross-selling targets by identifying client needs during interactions.
✔ Team Leadership: Built and mentored 50+ agent teams, streamlining knowledge transfer (KT), SOPs, and quality frameworks to enhance productivity.
✔ Technical Proficiency: Hands-on experience with CRM tools (Salesforce, Zendesk), ticketing systems, and process automation (e.g., defect-log systems).
✔ Stakeholder Management: Strong collaborator with IT, QA, and sales teams to align support processes with business goals.

• Movate Inc, Chennai, Chennai, Tamil Nadu, MANAGER - INSIDE SALES, 09/01/22, USA, Inside Sales - Create and nurturing potential touch-points with C Level executives and decision makers within large CPGs, IT Services Players, OEMs, Telecom Service Providers across USA and Europe.
• Codemantra, Chennai, Chennai, Tamil Nadu, MANAGER - INSIDE SALES, 08/01/21, 07/31/22, USA, Inside Sales - Conducting Demos and presenting customized presentations to the customers. Preparing Used cases, Competitor analysis and requirements gathering. Solutioning. Market research. Offering Capability presentations., Pre Sales Operations - Influencer and a mentor in establishing Sales enablement operations.
• CSS Corp, Chennai, Chennai, Tamil Nadu, MANAGER - INSIDE SALES, 06/01/17, 08/31/21, USA, Inside Sales - Create, build and nurture potential touchpoints with Key executives and decision-makers within large CPGs, IT Services Players, OEMs, Energy & Utilities, GIS groups of Public Sector organizations, Telecom Service Providers etc., Pre Sales Operations - Enabling presales support in terms of handling end-end vendor empanelment activities with leading Energy & utility organizations in the USA for CSS Corp, Geospatial information services and Cloud & Infra services., Continuous QonQ achiever
• Image Solutions India, Bangalore, Bangalore, Karnataka, BUSINESS DEVELOPMENT MANAGER, 01/01/16, 06/30/17, UK/Ireland and USA, Business Development - Role includes a strong mandate towards establishing and nurturing potential connections with Key executives and decision-makers within G2000 organizations across the UK and USA. Identifying & developing potential consultants/ distribution partners/suppliers for achieving business volumes consistently & profitably; Delivering sales presentations, conducting seminars and participating in meetings with clients & external vendors/advisors to accelerate business growth., Account Management - Served as end-point of contact for managing complete project & post-development client interaction lifecycle for attaining referral business; Addressed client's priorities through a keen customer-centric approach, thereby improving CSAT.
• Tata Consultancy Services, Chennai, Chennai, Tamil Nadu, BPO LEAD, 12/01/10, 11/30/15, UK, Program Management: Be a front runner in handling L0 and L1 calls (Complaints, Inquiry and Resolution). Ensure utmost customer satisfaction by delivering faster resolution and building sustainable relationships of trust through open and interactive communication., People Management: Build teams and assist them with training and day activities. Successfully handled a team of over 50+ executives responsible for L0, L1 order management.
• Sutherland Global Services, Chennai, Chennai, Tamil Nadu, CUSTOMER SUPPORT EXECUTIVE & SUBJECT MATTER EXPERT, 04/01/08, 09/30/10, CANADA, Support Operations: Successfully delivered over 98% quality in handling L0 and L1 technical support calls., Upselling: Have also been responsible for targeted upselling & cross-selling, negotiating for securing profitable business.
• Proxima Technologies, Chennai, Chennai, Tamil Nadu, KT LEAD, 08/01/06, 03/31/08, USA, Involved in cold calling and lead generation., Explored & developed key clients/accounts by up-selling, cross-selling & invoicing.

• Professional shuttle badminton player, Placed first consequently in the district, inter-divisional level & Divisional., Placed in the state-level tournament and appeared for national selections in 2001., Bronze and silver medalist of the year 2003 & 2005 respectively.
• Table Tennis, Gold medalist of the year 2005 on zone 8 (Trichy, TN, India).

• Passport Number: Available On-Demand
• Date of Birth: 01/07/85