Gokulan N

Operations and sales leader with 10 years of experience owning revenue targets, managing multi-city teams, and running business units end to end. Held full P&L responsibility across residential property management, EdTech, and BPO — with direct accountability for topline growth, cost control, and people performance.

Manager – Growth & Operations at Nimmadhi Property Management (2023-09 – Present)

Own the full business unit P&L — revenue, cost, and margin.

• Grew annual revenue from ₹4.2 Cr to ₹6 Cr+ and targeting ₹8.5 Cr in FY26 through expanded inventory, pricing renegotiation, and tighter sales execution.
• Track weekly sales KPIs across the team: lead-to-visit conversion (target 45%), visit-to-closure rate (target 30%), average deal cycle time, and revenue per executive. Use the data to run Monday reviews and make real-time corrections.
• Built a 7-person team from scratch — wrote JDs, interviewed, hired, set individual quotas, ran daily standups, and handled monthly appraisals. Scaled the team to manage 3x lead volume without adding to headcount beyond plan.
• Designed SOPs for site visits, key management, and rental support. Gave field staff a clear execution playbook, reduced errors, and made individual accountability measurable.
• Cut vacancy cycle time by 25–30% through a structured tenant-matching process that reduced time between property availability and confirmed tenancy — directly improving monthly cash flow.
• Built a lead ageing system segmented by stage, recency, and follow-up risk. Closing rate on active pipeline improved by ~25% within two quarters of deployment.
• Renegotiated vendor contracts and rationalised operational spend — reduced per-unit service cost by 15% while maintaining delivery standards.
• Handled all high-value NRI and institutional client escalations personally. Coordinated with TNEB and external service vendors to resolve blockers quickly and protect client retention.

Lead – Operations and Customer Experience at Skill-Lync (2022-11 – 2023-05)

Led a team of 15 Relationship Managers responsible for learner engagement and revenue retention.

• Owned the team KRA of 90% active learner progress rate across all batches.
• Tracked NPS, CSAT, and first-contact resolution weekly. Ran targeted interventions when scores dipped below threshold — held NPS above 65 and CSAT above 88% throughout.
• Closed all support tickets within defined TAT and reduced escalation rates by 35% through structured first-contact resolution, lowering support cost and protecting client relationships.
• Maintained a monthly cohort revenue retention rate of 92%+ by identifying and resolving friction points in the learner journey before they became churn triggers.

Team Lead – Operations at Allsec Technologies (2021-07 – 2022-10)

Managed operations across Samsung India technical support and Shriram Properties Pre-Sales field operations.

• Managed 30 FTEs on Samsung India's inbound technical support — owned shift-level P&L including billing targets, CSAT delivery, and headcount cost. Consistently hit 100%+ of monthly billing KPI.
• Led field operations for Shriram Properties Pre-Sales — coordinated 25 field executives across site visit scheduling and activity tracking. Restructured daily targets and reporting; achieved 1.5x qualified walk-in volumes in 60 days.
• Defined field executive KRAs: daily site visits completed, lead-to-visit conversion %, and show-up rate. Tracked via daily reporting dashboards; introduced a 2-week PIP cycle for underperformers.
• Prepared and presented MBR, QBR, and YBR decks to senior leadership — covered revenue-vs-target variance, pipeline health, and corrective action plans.
• Maintained team attrition below 8% through structured engagement and early identification of flight risks — protecting continuity on revenue-critical accounts.

Relationship Manager at Proptiger.com (2020-09 – 2021-01)

Managed residential sales from inbound lead qualification through site visits, documentation, and deal closure.

• Maintained top-quartile CSAT and NPS scores across the team cohort.
• Contributed to the team's quarterly residential bookings target of ₹12 Cr+ through disciplined pipeline management and follow-up.

Lead – Key Accounts at Nimmadhi Property Management (2016-11 – 2020-08)

Managed an NRI client portfolio contributing ₹2.5 Cr+ in annual recurring lease revenue.

• Handled property oversight, service delivery, retention, and lease renewal negotiations end to end with no handoffs.
• Achieved 95%+ lease renewal rate within the managed portfolio by building structured engagement checkpoints and proactive service delivery reviews.
• Recruited and trained new team members personally. Reduced time-to-productivity from 8 weeks to 4 weeks through a structured onboarding programme built from scratch.

B.E. in Aeronautical Engineering – KCG College of Technology, Chennai (2011 – 2015)