K. K. CHINNAPPA
General manager Operations
Bangalore,Karnataka
Summary
Currently working with Amica Financial Technologies Pvt Ltd (Jupiter Money), Bengaluru as General Manager- Customer Operations.
Overview
20
20
years of professional experience
Work History
General Manager- Customer Operations
Amica Financial Technologies Pvt Ltd (Jupiter Money)
Bangalore , Karnataka
02.2022 - Current
- Manager the entire Banking operations, coordinating with Business heads of partner banks, lenders to ensure smooth business operations.
- Proficient in managing service operations with focus on top & bottom line performance; expertise in adhering to company’s mission & direction.
- Visionary in monitoring cost effective service operations, resource deployment, TAT and quality compliance. AOP owner and ensuring that the set targets are achieved.
- Solutions driven & customer centric professional; skillful in providing the earliest possible notification of potential service disruption or degradation; recommended procedures to minimize the impact to customer.
- Leadership in service operations, continuous development & process improvement in accordance with targets / objectives.
- Setting out in-house quality standards for various operational areas, ensuring a high- quality customer experience while adhering to the SLAs.
- Coordinating with top management for driving change, infusing new ideas and increasing performance & productivity.
- A keen communicator with problem-solving & analytical skills.
- Mentored junior staff members for skill development and career progression within the organization.
- Evaluated vendor offerings critically to select the most appropriate partners for delivering desired results at optimal costs. Involved in negotiations with vendors to optimize costs.
- Evaluated hiring, firing, and promotions requests.
Senior Manager- Operations
Zoomcar.com
Bangalore , Karnataka
08.2015 - 01.2022
- Teams: Customer Facing (Social Media, Email & Escalations) Associate Facing (Inbound, Call backs, Email & Collection) Sales (Sales outbound/Inbound, Emails) Team Size: Consultants: 101; SME: 5; TL: 2; Trainer: 2; Analyst: 1 Manager: 1 (sales) Major Projects Reduced ‘Booking to Contact’ ratio by implementing various initiatives across product & process fronts Reduced the repeat contacts by half through various process & operational changes Key Result Areas: Managing operations & service recovery to enhance customer experience
- Working in coordination with the Product Team and marketing team to ensure better customer support Publishing weekly, monthly and quarterly reports to the leadership team.
- Consistently met or exceeded annual performance targets set by senior leadership.
- Collaborated closely with peers from other departments to drive organizational success jointly as one cohesive unit.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
Assistant Manager- Social Media Operations
Flipkart Internet Pvt. Ltd.
10.2010 - 08.2015
- Team Leader: Led the teams- Social Media /Customer Reviews/Refunds/Dispute Management/CAPA Assistant Manager Social Media Operations Team Size: Consultants: 50; SME: 4; TL: 4 Key Result Areas: Worked on cross-functional projects to implement processes or products; created process flows for Social Media & CEO escalation; set- up processes for Customer Support Operations (social Media/Customer Reviews/Dispute management/CAPA) & monitored TAT Worked with initial team to set-up the refunds & dispute management team Conducted weekly reviews & presented those to management
- Implemented staff training programs, enhancing product knowledge and improving customer service skills.
- Developed strong working relationships with staff, fostering a positive work environment.
Medical Transcription
AjaxDotCom Pvt. Ltd.
05.2004 - 07.2010
- Processed voice files into documents Accomplished the program metrics Provided training and OJT to new joiners
- Developed expertise in various specialty areas, adapting transcription style to cater to specific medical disciplines.
- Actively participated in ongoing training sessions and seminars, honing skills while staying informed about current best practices within the field of Medical Transcriptionist professionals.
Skills
Process Enhancement
undefinedNotable Accomplishments
- Received ‘Customer Obsession’ award for the financial year 2022-23.
- Successfully implemented a cloud telephony partner in coordination with product and tech team.
- Coordinating with service providers (FD, OT) to ensure smooth workflow.
- Was instrumental in ensuring the improvement of CSAT across verticals (Email and Voice channels)
- Voice (IB) CSAT was at 60% currently stands at 90%
- E-mails CSAT was at 45% currently stands at 70% (improved drastically over the last 2 months post introduction of mandatory calling on certain categories). Though we are yet to achieve a target of 85% but have moved closer.
- Instrumental in reduction of email volume by ~20% with smart/auto response, automations and blocking duplicates on top of the funnel (collaborating with PE and product teams).
- Received ‘Customer Experience Captain’ award for the financial year 2015-16
Education
PG Diploma in Hospital Administration -
Medvarsity Apollo Hospitals Ltd.
Graduate Diploma in Business Management - undefined
National Institute of Management, Modi University
HSC -
Miranda Education Society, Karnataka State Board
SSC - undefined
Army Public School, CBSE
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