K. K. CHINNAPPA

• Led customer support operations for digital banking and lending verticals; managed strategic partnerships with bank and NBFCs.
• Owned CSAT/NPS across all touchpoints, achieving consistent improvement.
• Mentored junior leadership, led hiring and performance management.
• Drove major automation projects, reducing email and chat contact volume by ~60%.
• Coordinated with internal stakeholders for vendor onboarding post-POC (NDA, compliance checks, etc.)
• Built Video-KYC and Lending teams from the ground up, coordinated SOP updates with Process Excellence and Product teams; actively involved in coaching and development.

Key Achievements
• Strategic Planning & Cost Optimization:
o Annual Operating Plan: Spearheaded AOP with focus on cost control and resource efficiency.
o Cost Per Interaction Optimization: Achieved a substantial decrease in CPI by leveraging automation an optimizing SLA compliance, leading to better resource allocation and improved operational metrics.

• Customer Experience Enhancement & ORM Excellence:
o Boosted Voice CSAT (60%→90%), Email CSAT (45%→70%), Chat CSAT (80%→90%).
o Delivered ORM excellence with FRT
• Customer Support Leadership & AI-Driven Transformation
o SLA & Operational Consistency: Drove substantial improvements in SLA compliance and service consistency by deploying AI-enabled responses and automated support workflows, enhancing customer experience without compromising quality.
o Escalation Time Reduction: Streamlined L2 escalation workflows, reducing average resolution timelines. 95% within SLA consistently.
o Average Handling Time (AHT): Achieved a 37% reduction in AHT (from 8 to 5 minutes) through process reengineering, agent upskilling programs increasing First Contact Resolution (FCR), leading to improved efficiency and enhanced customer satisfaction, without compromising quality.
o Conversational AI Deployment: Spearheaded the design and launch of AI-powered chatbots and IVR solutions, increasing automation in customer interactions from 10% to 36%, resulting in a headcount optimization from 152 to 94 and significant cost savings.
o In-App Email Deflection: Reduced email support volumes from 60% to 8% by implementing in-app automation and contextual engagement strategies, increasing speed of resolution and improving customer convenience. Headcount reduction from 13 to 5.

• 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.
• Responsible for customer support executive hiring and training coordination for multiple geographies (Egypt, Philippines, Vietnam).

• 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.