Pavan K.
Senior Customer Operations Manager
Open to offersNew to PlatformAbout
Pavan K. is a seasoned Senior Manager in customer operations with over 14 years of experience across the SaaS, Fin-tech, and Supply Chain Finance industries. At LTIMindtree, he orchestrated global customer operations for Autodesk, managing 80–100 professionals while achieving exceptional KPIs including CSAT/NPS > 90% and FCR > 95%. He was instrumental in a Sales Lead Enablement initiative that boosted the lead-to-conversion ratio significantly. Previously, as an Assistant Manager at Finovate Capital, he oversaw B2B customer success across key supply chain finance products. Pavan's early career at Mphasis and ZestMoney honed his skills in customer success, global support operations, and sales operations. His strategic focus is evident in his ability to partner with cross-functional teams to enhance decision-making workflows. Pavan's education includes a Bachelor of Business Management from Kuvempu University, supplemented by certifications in Agile Project Management and Six Sigma.
Experience
Senior Manager – Customer Operations
LTIMindtree · 2022 — 2026Directed global customer operations across Chat, Email, and Voice channels serving enterprise customers in APAC, EMEA, and AMER. Managed a team of 80-100+ professionals, overseeing hiring, performance management, and succession planning. Implemented a governance framework to ensure SLA compliance and alignment with KPIs. Enhanced operational excellence, maintaining CSAT/NPS over 90%, FCR above 95%, and productivity exceeding 100%. Initiated a Sales Lead Enablement program to significantly improve lead-to-conversion ratios. Collaborated with MIS and automation teams to optimize reporting workflows, boosting data accuracy and expediting decision-making.Assistant Manager – Customer Success & Sales Operations
Finovate Capital · 2021 — 2022Oversaw B2B customer success and sales operations within the supply chain finance ecosystem, engaging with distributors, dealers, vendors, and suppliers. Managed onboarding and enablement for products such as Early Payments and Invoice Discounting. Handled sales operations for prominent enterprises including Nilons and Licious. Developed and implemented digital onboarding campaigns to enhance product adoption and minimize operational friction. Partnered with lending institutions to improve borrower approval rates and streamline documentation processes, while automating sales MIS and reporting for better accuracy.Network Operations Advisor
Trigent Software Pvt. Ltd. · 2020 — 2020Supported Wireless Order Management operations for consumer and SMB customers. Managed around 30 workflows encompassing order provisioning, post-activation, and billing while adhering to strict SLA compliance. Coordinated with cross-functional teams to address escalations and ensure customer satisfaction, and collaborated on network upgrades and improvements.Associate Manager – Partner Operations
ZestMoney · 2018 — 2020Directed a network of 50-100 dealers and sales agents to facilitate offline expansion across India. Developed a self-service offline business model with partners including Sangeetha Mobiles and Home Credit. Crafted SOPs for hiring, onboarding, and daily operations while collaborating with various teams to enhance funnel efficiency and portfolio performance.Senior Customer Service Officer
Mphasis · 2013 — 2016Addressed complex customer escalations while sustaining CSAT scores above 90%. Conducted root-cause analyses to mitigate repeat issues and enhance customer satisfaction. Assisted in onboarding and training new hires to bolster team capabilities.Customer Service Officer
Mphasis · 2009 — 2012Managed over 100 international inbound calls daily, focusing on achieving first-call resolution to improve customer satisfaction. Maintained CSAT scores above 90% by effectively resolving issues and engaging proactively with customers. Provided exceptional customer support through effective communication and problem-solving.
Skills & Expertise
Education
- Bachelor of Business ManagementKuvempu University · — — 2017
- PUCAME's Pre-University College · — — 2006
- SSLCBethel High School · — — 2003
Interested in this professional?
Sign in as an employer to save this profile or invite Pavan K. to a job.
Sign in as an employer