Goutham Kumar

With a stellar 15-year track record in transforming cost centers into experience centers, I bring extensive expertise across various domains, including Blockchain, Fin-tech, Edtech/SaaS, E-commerce, Hospitality, and Telecom. As a founding team member of Gild, India’s pioneering spends account, and a key contributor to the launch of targeted personal loan and SaaS products at Finwego/Anthem, I have a proven history of driving innovation and operational excellence.

My portfolio includes:

• Pro-active Customer Experience: Designing and implementing strategies that enhance customer satisfaction and loyalty.
• Contact Centre Set-up & Management: Establishing and optimizing contact centers to ensure efficient and effective customer support.
• Customer Lifecycle Management: Overseeing the entire customer journey to maximize retention and value.
• Escalation Management: Resolving high-level customer issues with a focus on quick and satisfactory resolutions.
• Loan & Credit Card Operations/Support: Managing end-to-end processes for loan and credit card services.
• Telesales & Tele-collection: Leading telesales and collection operations to drive revenue and manage receivables.

Throughout my career, I have successfully completed projects that either enhanced customer experience or reduced operational costs. My experience spans working with diverse teams and customers across APAC, EMEA, NA, and Pan India.

In addition to my professional pursuits, I am actively involved in my society association, contributing to community initiatives and fostering a sense of belonging. Outside of work, I enjoy playing futsal and cricket, and I am an avid fan of anime, which keeps me inspired and entertained.

I have consistently been a top performer in every role I have undertaken, demonstrating growth from a frontliner to a people leader. This is evidenced by strong endorsements from all my reporting managers, peers, and direct reports.

I had done various projects and process improvements which had resulted in increased customer satisfaction or reduced operational cost.

• Diploma in Data science
• Six Sigma
• Kaizen