Goutham Kumar
Chennai
Summary
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.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Head - Customer Experience
Jax Network
Bangalore
12.2022 - Current
- To set up and scale up the customer experience team out of India for global customers.
- Manage Investors, Prospects and Customers across the globe via multiple contact channels.
- Created a knowledge base for internal and external customers.
Head - Customer Experience and Vendor Relations
M2P Fintech
Chennai
08.2021 - 11.2022
- Part of the founding team.
- Built Industry first Pro-active customer experience team
- Set up and scaling up customer experience and partner success teams.
- This includes Hiring, training, mentoring and retaining wherever necessary
- 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!!!
AVP - Operations
Wizi App
Chennai
11.2020 - 07.2021
- 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
AVP - Contact Centre Operations
Finwego
Chennai
07.2019 - 08.2020
- 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.
Senior Manager - Customer Service and Compliance
Bankbazaar
Chennai
01.2018 - 02.2019
- 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
- Reduced the contact center head count from 40 to 6 post a process restructuring through IVR
Manager - Customer Service
Groupon
Chennai
07.2015 - 12.2017
- 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
- Implemented
Assistant Manager - Reservation, Customer Support
Mahindra Holidays and Resorts India Ltd
Chennai
06.2008 - 06.2015
- 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 Kaizen and Lean Six sigma Projects.
- Identified and implemented multiple options for Customer Self Service methodology
Education
Bachelor of Arts - English Literature
University of Madras
Skills
- Servant Leadership
- Proactive Customer Experience
- CSAT, NPS
- Contact Centre Management
- 0 To 1 and 1 to 100
- Phone, Email, Chat and social media support channels
- Data Analytics & Process re-engineering
- Building Product and customer journeys
- Data based decision making
- Critical Thinking
Affiliations
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.
Accomplishments
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.
Certification
- Diploma in Data science
- Six Sigma
- Kaizen
Languages
Tamil
First Language
English
Advanced (C1)
C1
Hindi
Intermediate (B1)
B1
References
References available upon request.
Timeline
Head - Customer Experience
Jax Network
12.2022 - Current
Head - Customer Experience and Vendor Relations
M2P Fintech
08.2021 - 11.2022
AVP - Operations
Wizi App
11.2020 - 07.2021
AVP - Contact Centre Operations
Finwego
07.2019 - 08.2020
Senior Manager - Customer Service and Compliance
Bankbazaar
01.2018 - 02.2019
Manager - Customer Service
Groupon
07.2015 - 12.2017
Assistant Manager - Reservation, Customer Support
Mahindra Holidays and Resorts India Ltd
06.2008 - 06.2015
Bachelor of Arts - English Literature
University of Madras