Ravikiran K
Community Operations Manager
Bengaluru
Summary
Dynamic Operations Manager with over 15 years of experience leading large-scale operations and enhancing customer experiences through an AI-first approach. Expertise in operational optimization and digital transformation drives measurable improvements for internal teams and external clients. A passion for diagnosing complex challenges supports a commitment to delivering tailored user experiences while fostering continuous organizational improvement. Proven ability to elevate stakeholder satisfaction by streamlining workflows and enhancing overall efficiency.
Overview
17
17
years of professional experience
3
3
Languages
Work History
Community Operations Manager
Instawork
09.2022 - Current
- Defined and drove key metrics across locations; streamlined processes to meet SLAs and optimize manpower planning via contact-rate models and customer segmentation
- Partnered with Product & Engineering to automate workflows and launch self-serve options; continuous roll out of BOT’s & improvement in helpdesk nodes on customer app. This currently handles 70% of the traffic which are auto resolved & improved customer satisfaction by 20%
- Led migration of complex workflows from third-party to in-house tailor-made CRM tool collaborating with Product & engineering teams.
- Built & defined L2 escalation process which only catered to providing resolution to complex workflows & further improved resolution time by 15%
- Took ownership of Data Operations for US enterprise partners; oversaw daily worker assignments, reconciliations & Invoicing
- Adopted AI-first approach; automated multiple workflows which included image recognition to validate Verification, data enrichment & vendor management process
- Hands-on experience on prompt engineering which can enable the team & company to automate workflows & improve accuracy, reduction in manpower & timely completion of the weekly tasks
Operations Manager - Customer Experience
Udaan.com
Bengaluru
10.2018 - 08.2022
- Designed complete Level-2 escalation desk framework for both Buyer & Seller experience teams within CX with Q2R (Query to resolution) of 48 hours from the time tickets were raised
- Created better data management tools which enabled to capture crucial insights from the customers to stakeholders, which helped process improvements
- Created rigidly specific and highly standardized tasks around the respective escalation queues to improve productivity and operating efficiency
- With the help to tech team, created in-house tools which helped the team across Org to manage tickets effectively through escalation matrix . This included robot calls, push notifications & auto closure features
- Was responsible in setting up 100+ member team during the pandemic that focused on out-calling the users & helped customers to transact on our platform as a Key Account Manager Model across all categories
- Out-calling team contributed to over 100Cr+ as revenue within a year of inception & continue to add value to the Org across PAN India
- Managed Social Media campaigns for the Org which included Play-store, Facebook & Twitter channels that includes Twitter handles of CEO, with response time of
- Started to manage Inbound, Chat & Email Campaigns & introduced robust BOT & IVR solutions which helped reduce the interactions coming through the contact center & thus reducing the cost
- As part of one of the pilots, started Call me back feature for our users that focused on reducing the wait time in Inbound & Chat channels, instead offered call back with a resolution through context creation
Team Lead - Customer Support Operations
Infosys BPO LTD
01.2009 - 01.2018
- Audits and Compliance – Preparing the team level/process level requirements for self-assessment in order to ensure delivery predictability for the specific process
- CSAT Process – Implementation of process improvement charter that enables to improve customer satisfaction
- Customer Interaction – Resolving customer complaints & building world class customer service experience to both internal & External Stakeholders
- Work Allocation – Understanding of the call pattern & aligning the manpower basis the volumes received Process compliance – Constantly Monitoring / auditing calls to ensure SOP is followed on calls & making changes as per the need of the business & customer engagements
- Performance Management - Monitors daily dashboards and conduct daily huddles to prioritize for the day, weekly SLA review with the team, provides guidance and support to the team in order to ensure delivery predictability
- Career management - Implements career developments & succession plan for the direct report in order to ensure sustainable employee engagement & motivation within the teams
- Quality planning – Preparing the service quality plan including the quality control, assurance and improvement at his/her process level in order to create a comprehensive quality program for the specific process
- Training - Identifying training needs for process executives and ensures training implementation for the specific process in order to ensure competency development across domain, operations and behavior Transition Coordination: Was a part of transition team for a year ensuring the knowledge of new joiners are improved & certify them, which enabled to operate in a confident manner while speaking to our international customers
Education
B.Com -
Bangalore University
Bengaluru01.2007
Skills
Process optimization
Accomplishments
- Ability to handle large functional teams across Customer experience vertical including Inbound, chat, email, social media, outbound & L2 escalation teams
- Proven record in using AI tools & automating complex workflows which improves efficiencies for internal & external stakeholders
- Improve processes through data, AI tools with customer First approach using Prompt engineering
- Ability to handle multiple user teams across multiple global locations & improve internal processes
Personal Details
Name : Ravikiran.K
Father’s Name : Krishna.K
Date of birth : 1985-08-18
Language Known : Kannada, English, Hindi
Nationality : Indian Marital
Status: Married
I hereby declare that all the information given above is true and correct to the best of my knowledge.
Ravikiran.K
Timeline
Community Operations Manager
Instawork
09.2022 - Current
Operations Manager - Customer Experience
Udaan.com
10.2018 - 08.2022
Team Lead - Customer Support Operations
Infosys BPO LTD
01.2009 - 01.2018
B.Com -
Bangalore University