Jeevanantham K
Bangalore
Summary
Dynamic professional with over 10 years of expertise in the Fintech and Contact Centre industries, adept at managing diverse business lines including inbound, outbound, email, chat, social media, and marketing. Proven track record of exceeding KPIs while ensuring prompt service delivery and customer satisfaction. Strong coordination skills with stake holders such as Product, Finance, Collections, Pre-sales, HR and administration, along with a talent for implementing automation solutions that streamline processes and minimize manual efforts. Enhanced knowledge in artificial intelligence and machine learning through a postgraduate program has fostered confidence in leveraging data science and machine learning for innovative solutions
Overview
10
10
years of professional experience
Work History
Customer Success Manager II (FinTech)
WeRize
01.2023 - Current
- Led Customer Success and Support Operations across multiple channels (inbound, email, chat, and social media).
- Designed and implemented CRM automations and dashboards, improving SLA compliance and reducing handling time.
- Collaborated with Product, Legal, and Finance teams for escalation management and process enhancement.
- Developed KRA-based performance frameworks, improving accountability and customer satisfaction.
- Enhanced cross-functional collaboration and implemented proactive feedback loops for product improvement.
- Conducted shadow sessions and leadership training, building capability and motivation within the team.
- Implemented canned response templates in Freshdesk to improve response quality and turnaround time.
- Played a key role in Freshdesk tool enhancements and process automation, improving agent efficiency.
Assistant Manager, Customer Experience (FinTech)
Rupeek
07.2019 - 01.2023
- Led Customer Experience Operations focusing on process improvement and automation efficiency.
- Built a knowledge portal using Google Sites, serving as an internal self-help platform for quick issue resolution.
- Coordinated with Product, IT, and Process Excellence teams to identify automation opportunities.
- Developed agent training modules and SOPs, ensuring standardization and service consistency.
- Enhanced operational visibility through custom dashboards and performance trackers.
Team Leader Customer Support
AEGIS
12.2016 - 06.2019
- Have been responsible for overall operational metrics for the project
- Lead a team size of 25 in terms of all performance metrics
- Identify bottom performers from team & design the TNA in coordination with training
- Ensuring the team is meeting the monthly KRA's in terms of Quality & Productivity
- Providing effective Coaching to the advisors.
Customer Support Executive
Serco Global Services
06.2015 - 11.2016
- Worked as Senior Operations Executive (Vodafone Postpaid)
- Handling customer pan INDIA, helping them in their queries, complaints & requests
- Working to achieve the set operational targets
- Achieved rewards for most number first call resolution [FCR] in the month of January
- Delivered good performances from past 6 months got promotion as an SME
- Resolved customer inquiries through multiple channels, ensuring timely and accurate responses.
- Streamlined issue resolution processes, enhancing overall customer satisfaction.
Education
PG Program - AI & Machine Learning
Purdue University
01.2023
Bachelor - computer application
Rabindranath Tagore University
06.2019
PCMC - Class XII - undefined
RIOS
01.2013
Class X - undefined
KSEEB
01.2010
Skills
- SQL
- Python
- Advance Excel
- Power BI
- Google Analytics
- Google sites
- Customer Success & Retention
- Client Relationship Management
- SaaS CRM (Freshdesk, Salesforce, Zoho)
- Process Automation & Workflow Optimization
Timeline
Customer Success Manager II (FinTech)
WeRize
01.2023 - Current
Assistant Manager, Customer Experience (FinTech)
Rupeek
07.2019 - 01.2023
Team Leader Customer Support
AEGIS
12.2016 - 06.2019
Customer Support Executive
Serco Global Services
06.2015 - 11.2016
Bachelor - computer application
Rabindranath Tagore University
PCMC - Class XII - undefined
RIOS
Class X - undefined
KSEEB
PG Program - AI & Machine Learning
Purdue University