K. K. CHINNAPPA

• Led customer operations for digital banking and lending verticals; managed strategic partnerships with banks and NBFCs.
• Owned CSAT/NPS across all touchpoints, achieving consistent improvement in service KPIs.
• Spearheaded AOP planning and execution; maintained strong cost control and resource utilization.
• Rolled out cloud telephony systems and advanced ORM tools in collaboration with product & tech.
• Mentored junior leadership; led hiring and performance management.
• Drove major automation projects, reducing email contact volume by ~60%.

Key Achievements
• Boosted Voice CSAT from 60% → 90%, and Email CSAT from 45% → 70%.
• Delivered industry-best ORM support metrics.
• Significantly improved SLA and operational consistency via AI-enabled responses.

• Managed 125+ customer service and sales personnel across multiple geographies.
• Reduced “booking to contact” ratios and repeat contact rates through improved ops design.
• Partnered with product and marketing teams to enhance CX touchpoints.
• Created host engagement programs, including regular webinars and feedback loops.
• Implemented in-app self-serve features reducing inbound queries.
• Established internal mentorship and training for CSRs to elevate performance standards.

• Launched and led social media support, dispute resolution, and refund operations.
• Designed SOPs for escalations and introduced CX feedback mechanisms.
• Collaborated cross-functionally to influence product and service improvements.

• Delivered high-accuracy documentation across medical and legal domains.
• Trained new recruits and implemented quality review protocols.