Redabothu Lavanya
Bangalore
Summary
Operations and Customer Experience Leader with 10+ years of experience managing large-scale customer operations, regulatory escalations, vendor governance, and process automation across NBFC, fintech, and e-commerce environments. Proven expertise in end-to-end ops ownership, SLA management, cost optimization, bureau/NOC governance, RBI & legal escalations, fraud control, and AI-led automation. Strong cross-functional leader with a track record of delivering operational stability, efficiency, and compliance at scale.
Overview
3
3
Languages
12
12
years of professional experience
Work History
Manager-Customer Success
DMI FINANCE PVT LTD
Bangalore
04.2024 - Current
- Own end-to-end customer operations across digital lending products, ensuring SLA adherence, regulatory compliance, and quality assurance.
- Manage RBI, legal, lender, and CXO escalations, ensuring timely closure and audit readiness.
- Oversee bureau reporting, NOC issuance, SOA governance, and compliance workflows.
- Drive AI-led automation, BOT enhancements, and process re-engineering to reduce manual effort and inbound volumes.
- Lead vendor operations, capacity planning, quality audits, and performance governance.
- Partner with Product, Tech, Risk, and Legal teams to implement scalable operational solutions.
Manager-Business Operations
Zest Money
Bangalore
09.2021 - 04.2024
- Managed large-scale operations supporting lending, repayments, NOC, and customer escalations.
- Led fraud control, bureau compliance, and lender coordination for operational stability.
- Implemented process controls and automation to improve turnaround time and accuracy.
- Drove cost efficiency, productivity metrics, and vendor governance across support channels.
- Built and mentored teams, driving performance through structured reviews and SOPs.
Manager Support Operations
Meesho
Bengaluru
09.2018 - 09.2021
- Led end-to-end support operations across calls, emails, and digital channels.
- Owned SLA delivery, NPS targets, quality audits, and escalation management.
- Coordinated with logistics, payments, and product teams to resolve systemic issues.
- Developed reporting frameworks using Zendesk & Freshdesk for ops visibility.
Team Lead-Operations
Voonik
Bangalore
08.2016 - 09.2018
- Managed daily customer operations including queue management, SLA tracking, and escalations.
- Led a 20-member team, driving productivity, quality audits, and performance metrics.
- Collaborated with product and training teams for continuous ops improvement.
Team Lead - Customer Support
Flipkart, IGS
Bangalore
09.2014 - 08.2016
- Managed CEO escalations, social media cases, payments, email, and call support.
- Built escalation frameworks and ensured alignment with revenue and service goals.
- Achieved top team scores in Quality & CSAT consistently.
Education
Master of Business Administration - Finance
Manipal Academy of Higher Education
Bengaluru, KA01-2026
B.Tech - E.C.E
V.V.I.T(JNTU)
Hyderabad, TG01-2012
Skills
- End-to-End Operations Management
- SLA, TAT & Queue Governance
- Vendor & BPO Management
- Cost Optimization & Capacity Planning
- RBI, Legal & Regulatory Escalations
- Bureau Reporting, NOC & Compliance Ops
- Fraud Control & Risk Operations
- Process Automation & BOT Strategy
- CX Metrics: NPS, CSAT, FCR
- Stakeholder & Lender Management
- Process Design, SOPs & Controls
ACHIVEMENTS
Automation of Customer Support & Self-Service Portal
Implemented a chatbot and self-service portal, resolving 80% of queries independently and boosting customer satisfaction by reducing agent dependency.
Zero Bureau NOC Complaints Project-
Implemented API integration with lenders and in-app features, reducing Bureau and NOC complaints by 30% and saving ₹5 crore, while enhancing customer experience.
Cost Reduction Project-
Daily operations governance resulted in a 20% reduction in headcount at vendor locations by implementing efficient and high-quality ideas.
Premium Customer Service to Repeated Customers-
Executed a Premium Desk with a proactive approach, reducing repeat customer connections from 14% to 8% across all channels.
Customer Retention Program-
Launched the Do-Listen campaign with personalized service options, successfully retaining 11% of users over three months.
NPS improvement-
Designed a standard NPS methodology to gather user insights, leading to new app features like NOC downloads and profile updates for a more tailored experience.
UpSelling&Cross Selling-
Exceeded upselling targets 20% by targeting right chort of users and also Improved customer retention by 10% through successful cross-selling initiatives.
ADDITONAL INFORMATION
SKILLS &TOOLS-
SQL, Tableau, PoweBI, Six Sigma, Zendesk, Freshdesk, Kapture and Salesforce.
AWARDS-
- Meesho: Won the best manager award in the financial years 2018-2020
- Voonik: Won the best lead award in the years 2016-2017
- Flipkart: Won certificate of appreciation for best team lead 5 times and achieved top team score in Quality and CSAT in the years 2014-2016
Languages
English
Proficient
C2
Hindi
Proficient
C2
Telugu
Proficient
C2
Timeline
Manager-Customer Success
DMI FINANCE PVT LTD
04.2024 - Current
Manager-Business Operations
Zest Money
09.2021 - 04.2024
Manager Support Operations
Meesho
09.2018 - 09.2021
Team Lead-Operations
Voonik
08.2016 - 09.2018
Team Lead - Customer Support
Flipkart, IGS
09.2014 - 08.2016
Master of Business Administration - Finance
Manipal Academy of Higher Education
B.Tech - E.C.E
V.V.I.T(JNTU)