Gowtham V
Manager - Operations
Bengaluru,Karnataka
Summary
Results-driven professional with 13+ years of experience in customer service, operations, and strategic decision-making. Proven track record in leading high-performing teams, streamlining processes, and driving business growth through data-led insights and effective stakeholder management.
Overview
13
13
years of professional experience
1
1
Certification
Work History
Operations Manager
Happay (CRED)
Bengaluru
09.2022 - Current
- Launched EPIC credit product, leading GTM and onboarding 100 enterprise clients.
- Led data-driven projects to identify and act on process gaps.
- Improved service quality by optimizing workflows and metrics.
- Cut failed transactions from 12% to 2% in 6 months via process fixes.
- Reduced card delivery time from 11 to 7 days by streamlining dispatch.
- Raised onboarding accuracy from 75% to 92% through KYC training.
- Deployed chatbot in credit ops, saving 50+ hours/week and cutting errors by 15%.
Operations Manager
Solid Systems Global (Swiggy Process)
Bengaluru
09.2021 - 07.2022
- Maintained 89% CSAT by identifying and addressing advisor-level performance gaps.
- Scaled team from 90 to 160, driving 71% revenue growth.
- Led QA initiative that cut repeat calls by 7% and improved FCR to 62.8% through targeted coaching.
- Streamlined B2B onboarding workflow, boosting productivity and saving ₹3.2L annually.
- Trimmed 7.1% repeat calls by refining the knowledge base.
- Decreased Average Handling Time from 17 to 12.3 minutes through process optimization.
- Improved quality benchmarks by 22% by implementing analytics-driven agent performance monitoring.
Assistant Manager
Housejoy
Bengaluru
05.2021 - 08.2021
- Improved service levels from 78% to 92% through corrective measures
- Reduced customer escalations by 28% via an optimized escalation matrix
- Increased order closure rates from 66% to 82% by workforce optimization
- Reduced abandon rates from 6.2% to 2.1% through effective training
- Enhanced productivity and occupancy from 43% to 61%
Team Leader
Megacabs Pvt Ltd
Bengaluru
04.2015 - 05.2021
- Revamped training via call reviews, boosting CSAT from 3.5 to 4.2 in 7 months.
- Built new QA checklist, lifting quality from 72% to 90% and FCR by 10%.
- Enhanced training on empathy, raising CSAT from 72% to 88%.
- Partnered with new ticketing vendor, cutting escalation costs by ₹9L with smarter features.
Senior CSR (SME)
Megacabs Pvt Ltd
Bengaluru
06.2013 - 03.2015
- Set QA standards and knowledge base, ensuring compliance and 30+ daily ticket resolutions.
- Trained new hires and led ops in leadership absence.
- Rolled out QA checklists, cutting complaints by 20% weekly.
CSR
Digicall Pvt Ltd
Bengaluru
06.2012 - 06.2013
- Handled 120+ daily inbound calls and resolved customer queries
- Maintained records of customer interactions and complaints
- Built sustainable customer relationships through effective communication
Education
B.Com - Commerce
R.B.A.N.M.'s First Grade College
Bengaluru, India01-2014
Skills
Operations management
Performance reporting
Performance monitoring
Customer service
Problem-solving
Operations management
Certification
Certified Green Belt in Lean Six Sigma, ISEL Global
Additional Information
Projects & Key Achievements at Happay (CRED)
- Project 1: Recovery Optimization
Reduced failed transactions from 12% to 2% in 6 months, boosting usage. - Project 2: TAT Reduction
Shorten card delivery time from 11 to 7 days by fixing dispatch gaps and improving tracking - Project 3: Onboarding Accuracy
Improved onboarding accuracy from 75% to 92% via KYC compliance training. - Project 4: CSAT Improvement
Raised CSAT from 3.0 to 4.2 in 8 months through focused team training
Key Projects & Accomplishments at Solid Systems Global (Swiggy Process) - Role: Project Lead
- Project 1: First Call Resolution (FCR) Improvement
Led FCR enhancement across CS Voice and Email verticals, improving overall FCR from 49.8% to 62.8%. - Project 2: System Automation & Cost Optimization
Saved ₹3.2L annually by automating systems and replacing CS & CRM tools. - Project 3: Repeat Contact Reduction
Reduced repeat contacts from 9.2% to 2.1% by fixing root issues in CS Voice. - Project 4: Average Handling Time (AHT) Reduction
Reduced AHT from 17 to 12.3 mins via process fixes and agent coaching. - Project 5: Quality Improvement
Improved quality scores from 62% to 84% by upgrading QA and tracking.
Timeline
Operations Manager
Happay (CRED)
09.2022 - Current
Operations Manager
Solid Systems Global (Swiggy Process)
09.2021 - 07.2022
Assistant Manager
Housejoy
05.2021 - 08.2021
Team Leader
Megacabs Pvt Ltd
04.2015 - 05.2021
Senior CSR (SME)
Megacabs Pvt Ltd
06.2013 - 03.2015
CSR
Digicall Pvt Ltd
06.2012 - 06.2013
B.Com - Commerce
R.B.A.N.M.'s First Grade College
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