Summary
Overview
Work History
Education
Skills
Languages
Certification
Websites
Languages
Timeline
Generic
Lohith J

Lohith J

Bengaluru

Summary

Dynamic leader with a proven track record at Omind Technologies Pvt Ltd, adept in CRM implementation and enhancing customer experience. Spearheaded major projects with a 99% accuracy rate, showcasing exceptional project management and strategic planning skills. Excelled in fostering cross-functional team collaboration, significantly improving operational efficiency.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Senior Manager - Customer Success

Omind Technologies Pvt Ltd
Bangalore
09.2024 - Current
  • Managed a team of 10+ employees by providing guidance, setting goals and objectives, delegating tasks, and monitoring performance.
  • Defined and analyzed product metrics to facilitate growth of product.
  • Conducted market research and competitive analysis for existing and potential products.
  • Developed and maintained customer success documentation and resources.
  • Managed crisis situations, ensuring minimal impact on customer satisfaction and loyalty.
  • Analyzed business performance data and forecasted business results for upper management.
  • Supported new business development by designing appealing product sales promotions.
  • Assisted with customer requests and answered questions to improve satisfaction.

Consultant

Knowmax
Bengaluru
02.2023 - Current
  • As a consultant, leading the technology and India Sales in Knowmax
  • Leading the pre-sales team across the globe and handling all the technical aspects required for the implementation
  • Handling a team of 10 members in product engineering to deliver new features of the platform
  • Handling implementation projects for Knowmax Clients across the globe and delivered 12 projects successfully in short period
  • Deployed multiple process optimizations required for Engineering, QA, CSM and Marketing teams
  • Developed the integration architecture with 3rd party tools like Zendesk, Freshdesk, Talkdesk, Genesys, SAP and Salesforce
  • Designed technical documentations, Scope documentation, Business requirement documentation and API Documentation for Knowmax
  • Leading the CSM team and driving the efficiency in process to deliver best in class service for customers

Head of Technology & Delivery

GoDigital CX LLC
Bengaluru
02.2023 - 07.2023
  • Successfully led and managed all technical aspects, integrations, and API implementations as the Head of Technology & Delivery, showcasing a deep understanding of diverse technologies and platforms
  • Successfully delivered 124 projects in Zendesk Implementation across different industries
  • Spearheaded custom app development initiatives, fostering innovation and tailored solutions to meet specific business needs, resulting in increased operational efficiency
  • Established strategic partnerships with key CRM tools, including Zendesk, Freshdesk, Konverse.ai, Leadsquared, and others, enhancing the organization's technological ecosystem and broadening its service offerings
  • Demonstrated adept project management skills, overseeing the implementation team and ensuring seamless project deliveries with an impressive 99% accuracy rate during go-live
  • Orchestrated complex API integrations, streamlining data flow and communication between various systems, contributing to enhanced overall system functionality
  • Successfully navigated and resolved technical challenges, ensuring the seamless integration of diverse tools and platforms to meet organizational objectives
  • Played a pivotal role in optimizing customer relationship management processes by integrating various CRM tools, resulting in improved customer engagement and satisfaction
  • Fostered a culture of innovation within the technology and delivery teams, encouraging creative problem-solving and continuous improvement in project execution
  • Implemented effective quality control measures, resulting in a 99% accuracy rate in project deliveries during the go-live phase, reflecting meticulous attention to detail and commitment to excellence

Associate Director - CX Experience & Automations

Terrals Technologies Private Limited
Bengaluru
11.2021 - 02.2023
  • Spearheaded the development of a comprehensive CRM solution utilizing Zendesk, showcasing an adept command of CRM development and management
  • Implemented End to End Zendesk solutions including Ticketing, Chat, Guide and Sunshine apps
  • Orchestrated the setup of end-to-end voice solutions, incorporating Intelligent IVR, Outbound, and Inbound calling facilities through VOIP services, attesting to a strategic approach in enhancing communication channels
  • Implemented advanced App and Website Events tracking using Mixpanel and Clevertap, leveraging the collected data to drive sophisticated marketing and sales automations, thus affirming a data-driven approach to enhance business strategies
  • Engineered a marketplace product utilizing free and open-source platforms such as Strapi, Medusa, and Saleor Platforms, demonstrating proficiency in creating scalable solutions through innovative technology stacks
  • Pioneered the development of AI-driven InApp, Website, and WhatsApp chatbots, complemented by human-driven chat platforms built on an in-house infrastructure and framework, showcasing a multi-faceted approach to communication automation
  • Established a robust data platform using MongoDB and Snowflake, underscoring an emphasis on data integrity and efficient storage for diverse user operations
  • Developed a custom analytic tool leveraging the Metabase Framework, facilitating seamless data integration from internal databases and enhancing analytical capabilities
  • Implemented mini apps within CRM tools, integrating calling widgets and chat widgets to enhance the functionality and user experience
  • Designed workflows and custom internal data management API's, ensuring the seamless integration of user data across CRM platforms and other operational tools

CX Automation Manager

Apnatime Tech Private Limited
Bengaluru
03.2021 - 11.2021
  • As an integral part of the Customer Excellence team, assumed a pivotal role in spearheading the management and facilitation of all communication channels connecting end-users with internal team members
  • This encompassed a comprehensive approach aimed at ensuring a seamless and enriching experience for both the customers and the support team
  • Innovatively crafted multiple communication channels dedicated to engaging with customers, strategically enhancing accessibility and facilitating a smoother connection to the support team
  • This initiative reflects a commitment to optimizing customer interactions for improved satisfaction and issue resolution
  • Developed a suite of internal custom tools designed to efficiently manage the workforce, aligning with organizational goals of operational excellence
  • These tools played a critical role in streamlining internal processes and ensuring optimal resource utilization
  • In response to the organization's strategic focus on the HR industry, led the development of a bespoke communication channel named Employer Candidate Chat (ECC)
  • This specialized channel is aimed at enhancing communication between employers and candidates, contributing to a more effective and tailored interaction experience
  • Designed and implemented custom applications tailored for internal processes, including customer support, B2B sales, onboarding, and engagement platforms for individual HR professionals
  • These applications were instrumental in enhancing operational efficiency and providing tailored solutions to meet the unique needs of diverse stakeholders
  • Implemented custom applications for internal processes, including customer support, B2B sales, Marketing, and other No-Code tools
  • Led the development of the Employer Candidate Chat (ECC) communication channel, aligning with the organization's focus on the HR industry
  • Developed internal custom tools to efficiently manage the workforce, contributing to operational excellence and streamlined internal processes

Automation Manager - CX Experience

Bounce - Wickedride Adventure Services Private Limited
Bengaluru
08.2017 - 02.2021
  • Demonstrated exceptional proficiency in enhancing operational efficiency through strategic implementation and optimization of various Software as a Service (SaaS) products and internal systems
  • Successfully deployed Zendesk solutions for the customer experience team, enhancing the handling of customer queries
  • Implemented Zendesk Chat Solutions for resolving L1 queries and enabling a self-serve module for customers
  • Developed and deployed multiple internal workflows to improve customer and agent experience
  • Utilized Zendesk Guide solutions to establish a comprehensive knowledge base for storing all Standard Operating Procedures (SOPs)
  • Created custom apps in Zendesk to integrate internal data and consolidate all information in a single, easily accessible location for a unified source of truth
  • Deploy custom solutions to accommodate relevant information for agents to assist customer proactively
  • Deployed low code applications to troubleshoot customer issues in realtime

Technical Advisor

Anant Cars Private Limited
Bengaluru
02.2017 - 05.2017
  • Cultivated and meticulously maintained an up-to-date understanding of industry trends and technical advancements across related fields, ensuring a comprehensive knowledge base for effective problem-solving in customer interactions
  • Delivered exceptional technical support to clients, demonstrating expertise and proficiency in addressing diverse technical issues
  • Functioned as a thoughtful technical advisor, collaborating seamlessly with both Support and Sales professionals to provide comprehensive solutions to customers
  • Took the lead in designing and executing training programs aimed at empowering personnel to independently resolve technical issues, resulting in an impressive 18% reduction in service calls and promoting self-sufficiency within the team

Risk Analyst

Krazybee Services Private Limited
Bengaluru
04.2016 - 01.2017
  • Conducted risk assessments and implemented risk management strategies for regulatory compliance
  • Developed automated customer risk assessment models achieving 90% accuracy in identifying high-risk customers
  • Implemented a risk scoring system resulting in a 60% reduction in false positives
  • Formulated a comprehensive risk management plan, reducing risk exposure by 33%
  • Pioneered a streamlined process for managing student profiles from sign-up to accurate results
  • Devised a robust framework for analyzing and verifying KYC documents from various sources
  • Conducted in-depth research on repayment and credit line allocation using verification metrics

Education

Bachelor of Computer Applications - Computer Science

Noble School of Business
Bengaluru, KA, IN
04-2018

Skills

  • Leadership Skills
  • Adaptability
  • Communication Skills
  • Customer Service
  • Ability to Work in a Team
  • Project Management
  • Customer Experience
  • Software-as-a-Service
  • CRM Implementation
  • SaaS Implementation
  • Project Delivery
  • AI Chatbot Development
  • Sales CRM & Marketing
  • REST API's
  • No-Code Tools
  • Low Code Tools
  • Cross-functional team coordination
  • Business performance management

Languages

  • Kannada
  • English
  • Hindi
  • Telugu
  • Tamil

Certification

  • Zendesk Premier Certification
  • Freshworks Gold Certification
  • Salesforce Cloud Certification
  • AI Chatbot Certification

Languages

English
First Language
Kannada
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Tamil
Proficient (C2)
C2
Telugu
Proficient (C2)
C2

Timeline

Senior Manager - Customer Success

Omind Technologies Pvt Ltd
09.2024 - Current

Consultant

Knowmax
02.2023 - Current

Head of Technology & Delivery

GoDigital CX LLC
02.2023 - 07.2023

Associate Director - CX Experience & Automations

Terrals Technologies Private Limited
11.2021 - 02.2023

CX Automation Manager

Apnatime Tech Private Limited
03.2021 - 11.2021

Automation Manager - CX Experience

Bounce - Wickedride Adventure Services Private Limited
08.2017 - 02.2021

Technical Advisor

Anant Cars Private Limited
02.2017 - 05.2017

Risk Analyst

Krazybee Services Private Limited
04.2016 - 01.2017

Bachelor of Computer Applications - Computer Science

Noble School of Business

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Lohith J