Kumar Gautam Email & Phone Number

Bengaluru, Karnataka, India

- Led end to end enterprise level SaaS implementation at various stages of project lifecycle concurrently running digital transformation projects including software, solutions, automation, data analytics etc. - Drove implementation and post implementation support for over 30+ CXM and AI SaaS products across industries, including Real Estate, Banking, CPG, Entertainment, Hospitality, Retail & Healthcare - Managed 15+ projects / 5+ Global strategic Accounts (GSAs) simultaneously within the AMER & EMEA region totaling over $10 million in Service revenue, while maintaining a 98% on-time delivery rate and an average customer happiness Index (CHI) score of 9 /10 - Collaborated with cross-functional partners (digital, analytics, architects, business analysts etc.) to identify scope, constraints, dependencies, risks and timelines across programs - Liaised with senior leaders from various support functions like Finance, Talent Acquisition, Operations Excellence for problem solving, supporting project staffing, hiring cadence, business planning, P&L Management, design leads and implemented business programs for problem solving & risk mitigation

Bengaluru, Karnataka, India

- Spearheaded process engineering at Sprinklr. Conceptualized, implemented, and oversaw procedures across pre-sales, implementation, and customer success teams. - Drove digital transformation initiatives enhancing CX, project management efficiency, and QA standardization - Orchestrated global programs resulting in reduced TTV (Time to Value), improved revenue recognition, enhanced project profitability, and minimized escalations. - Oversaw strategic initiatives encompassing 500+ projects / $120 million revenue across Sprinklr’s full product spectrum: Care, Engagement, Research, Marketing, and Advertisement. - Collaborated cross-functionally to identify, prioritize, and execute improvement projects driving feature adoption, platform utilization, and revenue growth - Owned KPIs, data management, and reporting for the services organization, introducing data bots and crafting comprehensive KPI dashboards for organizational insights

- Led a team of 50 + associates to drive KYC Ops for Wallet & Postpaid+ products at <50 Rs/KYC and at a scale of 20k KYC / day - Introduced Aadhar based offline (O-KYC) in line with RBI norms - Built physical card delivery operations team from scratch, including on boarding vendors for embossing, printing and delivery - Streamlined ops by creating SOPs, defining KPIs, and ensuring end to end TAT adherence of 7 days resulting in >40 % card activation - Setting up a team of 25 + associates including process mapping, supporting infrastructure to drive PP+ sales contributing to ~10 % of overall boarding and at < Rs. 300 / customer

Bengaluru, Karnataka, India

- End to end responsibility of managing Care program for Ola Financial Services (Ola Money Wallet & Postpaid products)- Defining & managing Care program KPIs, classifying customer issues, estimating contact rates, capacity planning, development of SOPs to improve customer experience and managing CEO level escalations - Designed, developed and Rolled out programs around process efficiencies, CSAT & NPS for OFS Customer care team by collaborating with product owners, cross functional teams, vendors that helped improve agent productivity by 22 %, cost saving of INR 1 cr annually, reduction in AHT from 6 min to 2 min and improvement in CSAT scores from 32% to 85%- Communicating regular project status updates and reports to OFS senior management in during WBRs / MBRs / QBRs- Received the “Performance Excellence Award” in OND’19 QTR for designing and executing CSAT program which resulted in improvement of CSAT score from 32 % to 89 %

Bengaluru, Karnataka, India

-Managing continual improvement to ensure excellence in delivery through metrics-based measurement process - Coordinating with cross-functional teams to improve the Metrics, Capacity Planning & Revenue Growth- Automation of current processes through workflow automation, new applications to optimize resource utilization- Conceptualization, Design and Implementation of Performance Management System for one of our key clients - Streamlining of agent hiring process to minimize attrition resulting in estimated annual cost savings of $50,000- Execution of controls for addressing attrition and improving experience at early stages of an agent lifecycle - In-depth analysis of each agents on various metrics and building the strategy to improve the customer experience- Design and Implementation of Governance, Risk and Compliance framework within the organization

Bengaluru Area, India

- Part of the Global Management Trainee program where i got an opportunity to work closely with various cross functional teams in organization- Drove process improvement programs across key business functions like HR. Marketing, Finance, Ops, L&D, Recruitment by incorporating Six Sigma methodologies and working with cross functional teams -Incorporating the findings to ensure organizational objectives of achieving top line is met through improving process efficiency and adherence -Redesigning the workflow to reduce manual activity through workflow automation

Sintok, 06010 Universiti Utara Malaysia, Kedah, Malaysia

Highlights:- Evaluated data visualization and strategy execution tools for insights on effectiveness of political campaigns- Identified key performance indicators to be monitored during the election campaigns at Johor Bahru, Malaysia- Designed election campaign management dashboard for easy access to KPI’s in terms of relative importance - Was awarded a perfect score of 4 out of 4 on this project.

Chhatisgarh

Highlights: - Examined and supervised the loading activities of the packing plant- Monitored, collected data and analyzed different processes from cement production to final dispatch- Identified the bottleneck in the packing process based on primary and secondary data survey and analysis- Discovered other factors like bag bursting which led to inefficiencies in the cement packing and dispatch process- Coordinated the packing activities with the maintenance department to ensure maximum plant utilization- Demonstrated an average daily increase in cement dispatch by 25% and reduction in packing cost by 8%

Lucknow

Highlights:Responsible for Business Development for Revamp Projects, AMC Contracts, Spare Parts & Value Added Services for Central Air Conditioning Systems in U.P. RegionEvaluated and appointed Business Associates with the aim of improving service delivery in LucknowResponsible for payment tracking and collection from customers, dealers and business associatesEnsured compliance of labors to mandatory and statutory government requirements like PF & ESIC Led a team of 2 service engineers and 3 associates for efficient service delivery of HVAC systems in U.P. regionReceived an overall rating of “Overachieved” for overachieving targets for the FY 2012-13 Felicitated in Blue Star’s in-house magazine “Whats Cool” for bagging important orders in Mar’14

Lucknow Area, India

Post Graguate Programme, Business Administration And Management, General

Activities and Societies: Prayatna - The Social Club of IIM UdaipurThe Indian Institute of Management Udaipur (IIM Udaipur) is a business.

Bachelor Of Engineering (Be), Mechanical Engineering

Activities and Societies: 1. Organizing team for “Techtatva” the National Level Technical Festival Of Manipal Institute Of Technology.

Higher Secondary School, Science And Math

Senior Secondary School