Velu Kannan

Customer Experience and Operations professional with 14+ years of experience across Telecom, DTH, E-Commerce, BPO/Contact Center and Salesforce environments. Skilled in customer support operations, partner management, workforce management (WFM), MIS, dialer management, SLA delivery, customer satisfaction, process improvement, performance management and cross-functional stakeholder coordination. Proven track record of leading multi-center operations, optimizing manpower, improving service delivery and managing customer escalations, with strong exposure to CRM, data management, reporting, operational standards and continuous improvement.

Customer Experience Manager at MPokket Financial Services (2025-04 – Present)

Manage partner operations across South India locations, optimizing manpower, driving performance and ensuring seamless operational support across centers.

• Align resources, resolve operational issues and sustain productivity across partner locations.
• Analyze end-to-end customer journeys to identify friction points and opportunities for CX improvement.
• Develop strategies to improve onboarding, app usability, customer support and communication.
• Collaborate with Product, Technology and Operations teams to implement customer experience enhancements.

Manager – Customer Support & Salesforce (Voice / Chat / Email Support) at HomeAlankar, a Woodkraft Company (2023-09 – 2025-01)

Managed CRM system activities, data management, analysis and reporting, strategy development, training and support.

• Leveraged CRM and customer data to strengthen customer relationships and support business growth.
• Created customer support strategies focused on customer retention.
• Supported marketing initiatives to attract new customers and promote the business.
• Drove continuous improvement and stakeholder communication across customer support activities.

Sr. Manager – Operations (Flipkart) at Fives Digital Pvt. Ltd. (2022-07 – 2023-05)

Oversaw the Flipkart account across four centers in India, managing resources and operational performance.

• Established and maintained SLA alignment with the client and drove teams toward service-level objectives.
• Collaborated with internal stakeholders to streamline and optimize operational processes.
• Used CSAT as a key performance measure and led initiatives to enhance customer satisfaction.
• Managed profitability-related recruitment and placement activities, including billing and financial reporting.
• Identified critical delivery paths and provided inputs for design changes and continuous improvement.
• Coordinated with senior management and client partner-management teams to align objectives.
• Implemented and developed operational standards, policies and procedures.

Manager – Operations (BPO – Voice / Email Support), Flipkart at Smaterbiz Technologies Pvt. Ltd. (2020-05 – 2022-06)

Owned client service delivery and voice/email processes within the Flipkart CX support domain.

• Led internal hiring activities to meet operational staffing requirements.
• Facilitated onboarding and readiness of new employees for service delivery.
• Oversaw production operations to maintain smooth, efficient service delivery and optimize performance.
• Resolved customer disputes and maintained service quality through timely communication and issue resolution.

Deputy Manager – Operations (Inbound & Outbound) at Bigbasket.com, Innovative Retail Concepts Pvt. Ltd. (2018-01 – 2019-10)

Managed teams of up to 200 Customer Service Associates and 8 Team Leaders.

• Ensured staffing and scheduling requirements, monitored performance and generated operational reports.
• Provided coaching and feedback to improve team capability and retention.
• Managed personnel requirements, employee data and appraisal activities.
• Improved contact-center efficiency and handled second-level customer escalations using Root Cause Analysis.
• Worked on improving First Call Resolution (FCR) and controlling absenteeism and team conflicts.

Assistant Manager – Customer Service Operations at Digi Call Telecommunications (2012-05 – 2017-12)

Managed daily operations, WFM, MIS activities and dialer management.

• Led a team span of 160 agents and 8 Team Leaders.
• Managed manpower availability throughout shifts and supported outbound sales performance.
• Trained and coached team members on sales techniques, customer interactions and product knowledge.
• Monitored team performance, provided feedback and conducted performance reviews.
• Ensured achievement of client-specified SLA parameters.
• Conducted monthly and quarterly client review meetings with PPT-based operational presentations.

Team Leader – Sales & Marketing, Outbound Operations at Digi Call Telecommunications (2010-10 – 2012-04)

Led outbound sales operations, lead distribution and team performance against targets.

• Handled Vodafone Sales & Marketing campaigns.
• Managed SLA delivery for Tele-media client operations, including SUN Direct.

Customer Care Sales Executive at Digi Call Telecommunications (2008-12 – 2010-09)

Achieved sales and service targets through customer acquisition and relationship development.

• Managed sales-funnel activities, lead generation and conversion.
• Identified market opportunities through research and networking.

Diploma in Computer Science (2005 – 2008)