Goutham Kumar U

To set up and scale up the customer experience team

Part of the founding team.

Built Industry first Pro-active customer experience team
Set up and scaling up customer experience and partner success teams.
Credit card operations - anything physical, from card preparation to delivery to return management.
Business Analytics & Vendor management.
Partner Relations - Built an amazing B2B customer success team for Gild platform.

All things credit card!!!

Built the contact centre team
Responsible for lead conversion, customer delight and DSA management.
SPOC for all bank relationships.

PS: Company acquired by M2P fintech

SaaS sales & support.
0 to 1
Set-up and scaled up the contact center from ground zero covering all aspects of loan operation.
Managing Voice,Email & Chat channels.
Set-up and scaled up the Tele-sales from ground zero - help organization and team achieve monthly goals.
End to End ownership of entire loan application cycle - Sourcing of application, document collection, agreement signing and follow up until disbursals.
Team management, Stakeholder management,Process re-engineering.

Managing voice, non-voice & chat channels
Escalation Management, SLA management, Team management
Risk & Compliance management
Working with various stake holders for a seamless customer experience.
Process owner for coupon issuance to customers

Lead the support teams managing E-Mail, chat & social media contact channels for APAC region
Lead the support teams managing E-mail & chat contact channels for North America region
Growing chat channel for operation efficiency and increased customer satisfaction (improved from 10% on volumes to 83% of overall volumes)
Projects to re-engineer existing processes which are not customer centric or redundant
Working with multiple stakeholders across the globe for better customer experience

Managed various portfolios over the period of 7 years.

Managing Resort Occupancy for 46 Resorts of Mahindra Holidays
Customer Experience and Complaint Management.
Improve product utilization by formulating strategies based on trends.
Proactive communications and contacts to dormant customers and improve usage.
Services Marketing
Identify Process related gaps and re-engineer processes when required through Kaizens and Lean Six sigma Projects.

Exploring options for Customer Self Service methodology