Krishna Shibu
Bangalore,Karnataka
Summary
A strong leader with a business-oriented mindset and expertise in orchestrating seamless customer journeys. Proven track record in optimizing onboarding, conversion, and retention processes, with a commitment to delivering exceptional customer experiences through effective team leadership and cross- functional collaboration.
Overview
6
6
years of professional experience
Work History
Customer Operations Manager
Avidii India
02.2022 - Current
- Led transformative initiatives to enhance customer operations, achieving significant results.
- Implemented a targeted strategy, resulting in a remarkable 30% increase in user conversion from OTP verification to registered users.
- Optimized processes, boosting the conversion from registered users to free session participants by 20%.
- Pioneered a retention-focused team setup, contributing to a 15% increase in user retention.
- Collaborated seamlessly with marketing, sales, and supply operations teams, fostering cross-functional synergy.
- Developed and executed standardized reporting, offering improved visibility into key performance metrics, facilitating data-driven decision-making.
Specialist - Customer Support
Intouch CX
06.2019 - 12.2022
- Directed a team of 40-50 individuals and managed floor operations for over 200 agents in a dynamic environment.
- Regularly engaged with clients to ensure timely delivery of client-related commitments.
- Led day-to-day team operations, ensuring equitable distribution of workload, maintaining high motivation, and sustaining optimal performance levels.
- Cultivated a trust-centric and communicative environment, fostering creative thinking and cohesive team efforts.
- Proactively identified coaching opportunities, providing constructive feedback to enhance team performance and address errors.
Customer Service Executive
Sutherland Global Services
11.2018 - 06.2019
- Delivered exceptional customer service to Amazon Canada customers, consistently providing solutions with warmth, assurance, and competence.
- Leveraged a range of internal and client-based tools and applications to efficiently manage and serve customers, ensuring a seamless and responsive experience.
- Demonstrated a commitment to meeting and maintaining necessary KPIs and targets, contributing to the overall success of the customer support function.
Event Management Intern
Innovative Factory
Kochi, Kerala
01.2018 - 11.2018
- Negotiated contracts with vendors to secure best pricing and services for clients' needs.
- Assisted in the successful execution of multiple events, ensuring seamless planning and coordination.
- Proved successful working within tight deadlines and a fast-paced environment.
- Conducted post-event evaluations to assess success metrics and identify areas for improvement in future events.
Education
Post Graduated - Civil Engineering
Mahatma Gandhi University
2014 - 2018
Timeline
Customer Operations Manager
Avidii India
02.2022 - Current
Specialist - Customer Support
Intouch CX
06.2019 - 12.2022
Customer Service Executive
Sutherland Global Services
11.2018 - 06.2019
Event Management Intern
Innovative Factory
01.2018 - 11.2018
Post Graduated - Civil Engineering
Mahatma Gandhi University
2014 - 2018
Languages
English, Malayalam, Tamil, Hindi
Awards and Honors
- Best Mentor (2)
- Best Team (6)
- Employee of the Month (1)
"She is irreplaceable; her patience, perseverance, and attention to detail are what helped in this success" - Process Manager
Similar Profiles
DHEERAJ CHALLAGALIDHEERAJ CHALLAGALI
Head of Performance Marketing at Avidii - EdtechHead of Performance Marketing at Avidii - Edtech
VIVEK KUMAR CHOUDHARYVIVEK KUMAR CHOUDHARY
Senior Finance Executive at PERSOLKELLY India Pvt. Ltd.(Deputed to FCM Travel Solutions (india) Private Limited India Ltd.)Senior Finance Executive at PERSOLKELLY India Pvt. Ltd.(Deputed to FCM Travel Solutions (india) Private Limited India Ltd.)
INDRANIL SENGUPTAINDRANIL SENGUPTA
Tax Manager at RSM US Integrated Services India Private Limited (formerly Known as RSM Delivery Center (India) Private LimitedTax Manager at RSM US Integrated Services India Private Limited (formerly Known as RSM Delivery Center (India) Private Limited
Prathyusha ChivukulaPrathyusha Chivukula
IT Analyst - QA Lead at TCSIT Analyst - QA Lead at TCS
Sheeba RSheeba R
Senior Engineer at OracleSenior Engineer at Oracle