Summary
Overview
Work History
Education
Skills
Recognition And Awards
Timeline
Generic
Rakesh Gowda. V.L.

Rakesh Gowda. V.L.

Bangalore

Summary

Operations and customer success leader with extensive experience at Dreamplug Technology PVT LTD, specializing in vendor management and process optimization. Delivered substantial cost savings in reverse logistics while improving customer satisfaction metrics. Expertise in contract negotiation and team collaboration, resulting in enhanced operational efficiency and customer success outcomes.

Overview

10
10
years of professional experience

Work History

Operations - Logisticts Vendor Management

Dreamplug Technology PVT LTD (CRED)
Bangalore
06.2023 - Current
  • Designed and implemented strategies for reverse logistics, enhancing efficiency and reducing costs.
  • Developed processes that decreased reverse logistics expenses while boosting customer satisfaction.
  • Managed vendor relationships by negotiating contracts and establishing service levels.
  • Led cross-functional projects to streamline operations and improve service delivery.
  • Resolved conflicts and issues between vendors and internal teams promptly.
  • Developed and maintained vendor performance metrics for evaluation.

CRED Store - Reward Operations

Dreamplug Technology PVT LTD (CRED)
Bangalore
11.2020 - 06.2023
  • Drove strategy and execution of loyalty rewards program to boost customer engagement and redemption rates.
  • Established and maintained knowledge bases supporting operations and customer success teams.
  • Cultivated strong partnerships across Product, CS, and Engineering teams to ensure alignment.
  • Implemented process improvements that resulted in substantial cost savings and improved customer experience.
  • Managed vendor partnerships and optimized resource planning for rewards initiatives.

Customer Success

Dreamplug Technology PVT LTD (CRED)
Bangalore
03.2019 - 06.2023
  • Represented customer interests by identifying pain points and facilitating prompt resolutions.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Provided support and guidance to colleagues to maintain a collaborative work environment.
  • Developed and monitored KPIs for customer outcomes and internal team performance.
  • Mentored team members, supporting career development and achievement of goals.
  • Delivered innovative solutions to operational challenges, enhancing customer satisfaction and business results.

Business Operations and Customer Success

Jouska Technology PVT LTD (Finly.io)
Bangalore
08.2018 - 03.2019
  • Cultivated stakeholder relationships with partners, vendors, auditors, and regulators.
  • Achieved cost-savings by developing functional solutions to problems.
  • Formulated business growth strategies through prospecting, negotiations, and alliance management.
  • Managed legal, auditing, procurement, and financial operations for efficiency.
  • Oversaw customer success and account management to ensure seamless service delivery.
  • Enhanced vendor management practices and cross-sold services to boost revenue.

Team leader-Client Services

Eventus Infotech PVT LTD (Solutions Infini)
Bangalore
10.2017 - 08.2018
  • Directed multiple projects and client accounts, facilitating collaboration among internal teams and clients.
  • Worked closely with human resources to support employee management and organizational planning.
  • Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
  • Maintained project trackers and knowledge repositories to ensure alignment and timely delivery.
  • Served as Technical Account Manager for premium clients, handling integrations and delivering product demonstrations.
  • Managed escalations and customer success initiatives, contributing to revenue growth through upselling and cross-selling.

Senior Client Services Specialist

Eventus Infotech PVT LTD (Solutions Infini)
Bangalore
08.2015 - 10.2017
  • Delivered professional presentations for stakeholders and client meetings.
    Conducted agent performance audits to drive continuous team improvement.
  • Mentored peers and coordinated daily client service operations.
    Facilitated product training sessions for team members and clients on features and workflows.
  • Utilized flow builder tools to map customer use cases and identify process improvement opportunities.
    Executed API testing and data collection using Postman for seamless client integration.
  • Created and maintained operational run-books, outlining solutions for recurring issues.
    Collaborated with third-party providers to enhance client offerings and streamline operations.

Technical Support Specialist

Mphasis
Bangalore
06.2015 - 08.2015
  • Conducted online troubleshooting for customer technical issues to enhance resolution rates.
  • Completed rigorous training in customer issue analysis and effective communication strategies.
  • Guided customers through router problems to facilitate prompt online fixes.
  • Developed knowledge base resources to expedite team responses to customer queries.

Education

Bachelor of Engineering - Computer Science

BGS Institute Of Technology
Mandya
07.2015

Skills

  • Customer success and operations management
  • Vendor management
  • Contract negotiation
  • Performance metrics
  • Reverse logistics
  • Process improvement
  • Customer relationship management
  • Leadership and teamwork
  • Time management
  • Customer experience
  • Process optimization

Recognition And Awards

  • Best team performer, Soluíions Infiini, 2017, for the work based on overall performance metrics in the organization
  • Customer Delight, Solutions Infini, 2018
  • Best Performer, CRED, 2020, Recognized as Best Performer in multiple quarterly Ascend events for outstanding performance and contribution.

Timeline

Operations - Logisticts Vendor Management

Dreamplug Technology PVT LTD (CRED)
06.2023 - Current

CRED Store - Reward Operations

Dreamplug Technology PVT LTD (CRED)
11.2020 - 06.2023

Customer Success

Dreamplug Technology PVT LTD (CRED)
03.2019 - 06.2023

Business Operations and Customer Success

Jouska Technology PVT LTD (Finly.io)
08.2018 - 03.2019

Team leader-Client Services

Eventus Infotech PVT LTD (Solutions Infini)
10.2017 - 08.2018

Senior Client Services Specialist

Eventus Infotech PVT LTD (Solutions Infini)
08.2015 - 10.2017

Technical Support Specialist

Mphasis
06.2015 - 08.2015

Bachelor of Engineering - Computer Science

BGS Institute Of Technology

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Rakesh Gowda. V.L.