B. R. Vikram Krishnan
Manager at slice | Small Finance Banking | Driving Service Excellence 😎
- Role
- Manager at slice
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About B. R. Vikram Krishnan
With a strong background in customer experience (CX) management, I specialize in enhancing service excellence in the small finance banking and fintech sector. Currently serving as a CX Manager at slice Small Finance Bank / North East Small Finance Bank, I am dedicated to optimizing customer journeys, streamlining support operations, and driving digital transformation to create seamless banking experiences.I have experience in: Customer Experience Strategy – Designing and implementing CX frameworks to improve customer satisfaction and engagement. Process Optimization & Digital Banking – Leveraging technology to enhance customer interactions across digital and traditional banking channels. Omnichannel Support & Service Recovery – Managing end-to-end support via calls, emails, live chat, and social media, ensuring prompt issue resolution. Team Leadership & Training – Leading CX teams and implementing best practices to enhance productivity and service quality. Fintech & Banking Operations – Understanding the unique challenges in small finance banking and implementing customer-centric solutions.My Approach:I believe that great customer experiences are built on empathy, efficiency, and innovation. By leveraging data-driven insights and cutting-edge CX tools, I strive to ensure that customers receive fast, reliable, and delightful service.Let’s Connect!I am always open to networking, discussing CX trends, and exploring opportunities to enhance digital banking experiences. Feel free to connect or reach out to chat about customer experience, fintech innovations, and banking service excellence.
Experience
Manager
Mar 2024 — Present · Bengaluru, IN
As a Customer Experience Manager, I oversee end-to-end customer support operations, ensuring seamless service delivery across multiple channels. I drive process improvements, enhance user engagement, and implement digital solutions to elevate customer satisfaction.Key Responsibilities- Customer Support Operations: Lead and manage CX teams across phone, email, chat, and social media to ensure quick and effective resolution of customer queries- Service Optimisation: Analyze customer feedback and data to reduce response time and improve overall service quality- Process Automation & Digital Transformation: Work with product teams to implement AI-driven chatbots, self-service options, and automation tools for better efficiency- Customer Retention & Engagement: Develop strategies to improve Net Promoter Score (NPS), Customer Satisfaction Score (CSAT), and First Call Resolution (FCR)- Team Leadership & Training: Mentor and train CX executives to enhance service skills and process knowledge- Cross-Functional Collaboration: Partner with product, technology, and marketing teams to ensure the voice of the customer is reflected in banking services and product improvements.
Education
TES Polytechnic
Diploma in Electronics and Communication
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