Gautam MV

Experience

• 

  Aditya Birla Minacs world Wide Ltd

  Nov 2010 - May 2012

  Advisor

  Expertly served as an iTunes Process Advisor, specializing in the Email channel, providing comprehensive support for diverse customer inquiries regarding Accounts, Billing, Gift Cards, Content, and Refunds. ▪ Demonstrated exceptional customer support skills by promptly addressing and resolving customer concerns and queries, ensuring a positive and satisfactory experience for each customer. ▪ Utilized strong problem-solving abilities and extensive product knowledge to provide accurate and personalized assistance, effectively navigating complex issues and delivering tailored solutions to meet customer needs. Show less

• 

  Flipkart

  May 2012 - Dec 2023

  I deliver measurable bottom-line improvements by streamlining operations through data analysis and strong project management skills. My 10+ years of proven customer service expertise equip me to navigate complex situations and lead high-performing teams.Highlights:Reduced return related costs by 20% through process optimization. Achieved 100% on-time and on-budget project delivery as project manager.Successfully led CEO escalation teams, resolving critical customer issues and enhancing customer satisfaction.Utilized data insights to generate actionable recommendations, driving continuous improvement initiatives.Thrives in dynamic, global, and innovative environments.Passionate about continuous learning and development, seeking new opportunities where I can leverage my skills to optimize team operations and deliver exceptional results. Show less In my oversight of diverse teams, I analyzed support processes through KPIs like escalation rate, FCR, FRT, and overall resolution rate, enhancing ticket resolution efficiency. Managing a Social Media team, I successfully curtailed escalation rates by 30% through root cause identification, earning recognition for exceptional team performance. Additionally, I drove revenue optimization strategies targeting customer returns, pricing errors, and fraud, leading to heightened profitability and streamlined operations. Guiding a unit handling CEO emails, I resolved complex escalations, provided insightful recommendations, and delivered comprehensive reports, facilitating informed decision-making and project success. Show less

  • Assistant Manager

    Jan 2017 - Dec 2023

  • Lead

    May 2012 - Dec 2016