K. RAVINDRAN
Chennai
Summary
Over 24 years of experience in operations and customer service across Financial Services, Banking, Telecom, Internet, Healthcare, and IT Services. Successfully led teams of over 50 associates and managed budgets exceeding $166 million. Expertise in process implementation, service delivery, and relationship building, with a proven track record of achieving targets and driving change. Recognized for problem-solving abilities and creating best-in-class practices that enhance operational efficiency.
Overview
26
26
years of professional experience
1
1
Certification
Work History
Customer Success & Head Operations
Clocktos Infotech
Chennai
04.2025 - Current
- Implemented ERP modules for colleges within strict 45-day turnaround time from onboarding.
- Managed service quality, support, escalations, and team performance.
- Followed up on payment collections and ensured timely renewal of annual maintenance charges.
- Drove module and app usage while enhancing customer ratings.
- Achieved high customer satisfaction leading to increased reference sales.
Consultant and Freelancer
Multiple
Chennai
05.2024 - 03.2025
- Consulted for Exeter Premedia Services P Ltd to enhance operational strategies
- Developed new business opportunities as a freelancer for ICE CODE
- Secured business partnerships as a freelancer for One Yes Infotech Solutions
- Directed operations as Head of Operations at Rudram Technologies
AVP - Customer Service Operations
Karkinos Healthcare
Chennai
08.2022 - 05.2024
- Spearheaded TVS Credit Project across locations, promoting Cancer Suraksha Policy based on partnerships established.
- Executed HPV cervical test camps at various Public Health Centers in Chennai.
- Achieved 100% accuracy and ensured compliance during major event in Tiruchengode, receiving commendations.
- Drove digital health assessments aggressively within corporate environments.
- Implemented intern recruitment process recognized as best practice across multiple locations.
Operations Head (AGM)
Matrimony.com Ltd.
Chennai
08.2017 - 05.2022
- Spearheaded multilingual tele-calling team for B2B and B2C customer engagement.
- Achieved monthly lead generation targets for vendors and customers.
- Ensured 100% compliance in vendor onboarding processes.
- Executed payment reconciliation with Finance for all received payments.
- Provided recommendations to product team for UI and UX enhancements.
Zonal Customer Service Head
Vodafone Mobile Services Ltd.
Chennai
08.2007 - 07.2017
- Reduced churn from 3% to below 2% by implementing proactive strategies using churn propensity model.
- Recommended and executed changes to welcome and first bill calls, establishing a national best practice in Chennai.
- Administered customer acquisition forms and executed TRAI-mandated process transitions within one-month deadline.
- Drove self-service post-paid payment project, achieving a 45% increase in transaction volume.
- Developed action plan addressing internal system gaps, preserving monthly revenue of 0.77 million.
- Managed largest post-paid customer base in South India, totaling 0.37 million with average ARPU of Rs. 450.
- Led cross-selling and upselling initiatives for various products to enhance customer engagement.
Branch Operations Manager
ICICI Bank Ltd.
Madurai
06.2004 - 07.2007
- Achieved revenue targets as Branch Banking Relationship Manager at Trichy Road Branch, Coimbatore.
- Upsold financial products, including mutual funds, insurance, and gold coins.
- Served as Branch Audit Champion, securing outstanding audit ratings across multiple locations.
- Facilitated implementation of FIVE S and SOAX processes across branches in Coimbatore.
- Recognized for exceptional performance in gold coin sales and maximum SIPs during contests.
Junior Manager
IndusInd Bank Ltd.
Coimbatore
12.2000 - 06.2004
- Managed Retail Liability Branch Banking Operations, including cash handling, clearing, fixed deposits, and account openings.
- Mobilized deposits and marketed savings and current account openings to enhance customer base.
- Served as single point of contact for demat account openings and transactions at branch.
- Acted as branch manager at extension counter, overseeing daily operations and staff performance.
Investment Planning Consultant
Navia Markets Ltd.
Coimbatore
09.1999 - 12.2000
- Consistently exceeded targets for demat and share broking accounts.
- Achieved milestone of sourcing 1 crore in mutual funds from single customer, earning accolades.
- Pioneered internet trading account registrations across branches from customers.
Education
MBA - Finance & Marketing
Mepco Schlenk Engineering College
Sivakasi, Madurai05-1999
B. Com. -
PSG College of Arts & Science
Coimbatore05-1997
Skills
OPERATIONS & CUSTOMER SERVICE
- Operational excellence and process improvement
- Service delivery and SLA management
- Stakeholder engagement and CRM applications
- Budgeting and resource planning
- Customer experience management and revenue generation
- Vendor onboarding and business growth initiatives
- Strategy planning and TAT management
- Team management and training
Certification
- Six Sigma Green Belt - Simple Learn
- Leadership and Management - Great Learning
- Diploma in Operations Management(Ops) - Alison
Personal Information
- Date of Birth: 06/25/76
- Marital Status: Married
Languages
- English
- Tamil
- Hindi
- Kanada
Awards
- Vodafone Icon Awards
- Star Awards
- Titan Awards
- Best Customer Service Manager
- Outstanding Audit rating at 4 Branches in ICICI Bank
- Part of FIVE S, SOAX and Lean processes implementation
Crm Tools Used
- Kapiti - Banking CRM at IndusInd Bank
- Finacle - Banking CRM at ICICI Bank
- BSCS - Internal application used at Vodafone
- Hubspot
- Minitab
- LMS
- Palpap - ERP tool
Timeline
Customer Success & Head Operations
Clocktos Infotech
04.2025 - Current
Consultant and Freelancer
Multiple
05.2024 - 03.2025
AVP - Customer Service Operations
Karkinos Healthcare
08.2022 - 05.2024
Operations Head (AGM)
Matrimony.com Ltd.
08.2017 - 05.2022
Zonal Customer Service Head
Vodafone Mobile Services Ltd.
08.2007 - 07.2017
Branch Operations Manager
ICICI Bank Ltd.
06.2004 - 07.2007
Junior Manager
IndusInd Bank Ltd.
12.2000 - 06.2004
Investment Planning Consultant
Navia Markets Ltd.
09.1999 - 12.2000
MBA - Finance & Marketing
Mepco Schlenk Engineering College
B. Com. -
PSG College of Arts & Science
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