Gouthami M

AMC & Digital Gold Support

• Leading a 12-member team, driving high CSAT across calls, chats, and emails through efficient support operations.
• Managing end-to-end AMC and Digital Gold processes—folio creation, KYC, transactions, redemptions, and customer education.
• Spearheaded GenAI guideline rollout and IVR prompt enhancements, improving agent workflows and customer experience.
• Conducting AB testing and SOP-aligned process optimizations to enhance efficiency and CX.
• Central point of contact for stakeholder meetings, escalations, and cross-functional alignment.
• Drafting SOPs and canned responses using Figma; delivering team trainings to ensure process adherence and quality delivery.

• Started as a Senior Executive in chat support, delivering prompt and accurate assistance to users across multiple channels.
• Maintained regular follow-ups with internal teams and external stakeholders to resolve user concerns efficiently.
• Owned the preparation of compliance reports, ensuring accuracy and regulatory adherence.
• Analyzed data trends from reports to suggest process improvements and enhance team performance.
• Recognized as a top individual contributor, receiving quarterly awards for best performance.
• Mentored junior team members and progressively took on team coordination and leadership responsibilities.

Mutual Funds & Digital Gold Operations

• Took on new responsibilities in mutual funds and Digital Gold support, improving customer satisfaction by streamlining communication channels and enhancing response times.
• Initiated and developed innovative solutions for complex customer problems, boosting overall organizational performance.
• Completed NISM certification with an 84% score, showcasing strong domain knowledge.
• Created and consistently used customized canned responses, resulting in sustained high CSAT and strong KRA achievement throughout the year.
• Delivered outstanding individual performance as both Senior Executive and Executive-II, culminating in a promotion.

• Quickly learned cash loan processes as a newcomer, earning recognition for adaptability and performance.
• Enhanced customer satisfaction by streamlining communication channels and improving response times across calls, chats, and emails.
• Handled problematic customers and clients to assist lower-level employees and maintain excellent customer service.
• Played a key role in projects focused on creating and reviewing canned responses, handling large volumes of data in English and Tamil aligned with disposition categories.
• Identified trends and assessed opportunities to improve processes and execution.

BYJU’S – Learning App

• Began as a Pre-Sales Associate and promoted to Inside Sales Associate within 8 months due to consistent performance.
• Consistently exceeded sales targets, earning multiple Top Performer awards for high conversion rates and revenue contribution.
• Maintained a strong track record of outstanding sales achievements and customer engagement.
• Proficient in LeadSquared CRM for lead tracking and pipeline management.
• Hands-on experience with Ameyo calling software for outreach and follow-ups.
• Utilized Achieve portal to monitor KPIs and improve sales efficiency.
• Resigned after a successful stint as a Senior Inside Sales Associate, having made measurable impact on team and revenue goals.

• Joined as a Freelancer and secured a full-time role within 3 months through consistent performance.
• Rapidly progressed from Financial Analyst to Quality Analyst, and later promoted to Super Quality Analyst.
• Frequently assumed Team Lead responsibilities, showcasing leadership and domain expertise.
• Proficient in Excel, Google Sheets, and specialized tools for reviewing Annual Reports, Sustainability Reports, and Form 10-K.
• Strong understanding of financial and ESG reporting, with proven accuracy in content analysis and validation.