Ravikiran Lakshmanamurthy

Customer Success & Experience Leader with 11 years of expertise in customer engagement, digital transformation, and operational excellence across B2B and B2C industries. Proven ability to leverage AI, data analytics, and automation to enhance customer satisfaction, retention, and revenue growth. Skilled in process optimization, team leadership, and cross-functional collaboration to drive scalable solutions. Experienced in aligning digital marketing strategies with customer success initiatives to improve brand loyalty and business performance. Adept at implementing CX frameworks, multilingual support, and KPI-driven strategies to deliver measurable impact.

• Introduction to Artificial Intelligence
• Introduction to IT Architecture
• Jira Service Management: Administration
• Lean Six Sigma Green Belt Certification - Level II
• Learning Microsoft 365 Copilot
• Leveraging AI Tools to Build a Customer Journey
• Onboard New Customers for Loyalty, Engagement, and Expansion
• Program Management for IT Professionals
• Providing Legendary Customer Service
• SAP Business One: Sales and Customer Service
• Streamlining Your Work with Microsoft Copilot
• Succeeding as a First-Time Tech Manager
• Using AI in Customer Service
• Intelligence for Business
• Customer Service Management
• Using Customer Surveys to Improve Service
• What Is Generative AI?
• Customer Service Mastery: Delight Every Customer
• Create Excellent Customer Experience
• Digital Marketing & Customer Experience
• Master Digital Marketing
• Advance as a Digital Marketing Specialist
• Power BI Essential Training
• Lean Six Sigma White & Green Belt Certification
• Building Customer Loyalty
• Building Rapport with Customers
• Creating Your IT Strategy
• Customer Experience Leadership
• Customer Experience: Journey Mapping
• Customer Retention
• Customer Service Leadership
• Developing a Service Mindset
• Ethics in the Age of Generative AI
• Generative AI: The Evolution of Thoughtful Online Search
• How to Use Generative AI: Building an AI-First Mindset

• AI-Driven CX Transformation: Implemented AI-powered chatbots & automation, reducing ticket response time by 40%, improving CSAT by 25%, and enabling 24/7 customer support.
• Predictive Analytics for Churn Prevention: Designed and deployed customer retention models, reducing churn by 20% through proactive outreach & AI-driven insights.
• Omnichannel CRM & Engagement Revamp: Led end-to-end CRM implementation, integrating WhatsApp Business API, Salesforce, and Zendesk, increasing customer engagement by 35% and reducing support costs by 20%.
• Scaling Customer Operations Across 10+ Countries: Built and managed high-performing global CX teams, ensuring 95% SLA compliance, handling millions of customer interactions, and driving consistent 90%+ CSAT scores.
• Executive BI Dashboards & Data-Driven Decision Making: Designed real-time CX dashboards, providing deep insights into customer behavior, retention trends, and service gaps, improving decision-making speed by 20% for leadership.
• Process Automation & Operational Efficiency: Implemented AI-driven workflow automation & RPA solutions, reducing manual workload by 30%, enhancing team efficiency by 40%, and saving thousands of work hours annually.
• Customer Loyalty & Retention Growth: Launched data-driven loyalty programs, increasing repeat customer engagement by 30% and reducing acquisition costs.

• Customer Experience & Digital Transformation Leadership, Transformed customer engagement by implementing AI-driven insights, behavioral analytics, and omnichannel strategies, leading to a significant increase in brand visibility, user acquisition, and retention. Designed CX frameworks that improved customer satisfaction scores while driving long-term revenue growth.
• Architect of Customer Support Excellence, Designed and deployed a scalable, AI-powered customer support model, integrating tiered service levels, automation, and proactive engagement. This resulted in a 30% reduction in resolution time, higher first-contact resolution rates, and improved CSAT & NPS scores.
• Global Expansion & Multilingual Support Leadership, Led the rollout of multilingual customer support operations across international markets, ensuring localized, culturally adaptive engagement strategies. This expansion increased customer satisfaction and retention across diverse geographies.
• Innovation in User Engagement & Retention, Implemented data-driven, hyper-personalized communication strategies, loyalty programs, and customer success playbooks that boosted user engagement by over 25%. These initiatives strengthened customer relationships, enhancing lifetime value and advocacy.
• Data-Driven Operational Optimization, Spearheaded the use of advanced analytics, real-time performance dashboards, and AI-powered insights to optimize customer service workflows. These innovations led to a 20% increase in service efficiency, improved SLA adherence, and predictive issue resolution.
• AI & Automation Pioneer in Customer Success, Integrated cutting-edge AI chatbots, NLP-based sentiment analysis, and automation tools to modernize support operations. Successfully implemented self-service capabilities that reduced ticket volume, accelerated resolution times, and enhanced user experience with real-time assistance.