Kaushik Iyer

About Kaushik Iyer

As Vice President of Client Services at Netcore Cloud, I lead end-to-end Customer Experience (CX) transformation by aligning operations, AI, and strategy to deliver measurable business outcomes.Since October 2024, I have driven an AI-first transformation agenda — integrating AI into customer support operations through intelligent agents, automation tools, and self-service systems.Examples of AI Projects & Initiatives:1. OpsCopilot: AI assistant to manage SOPs, RCA automation, and live metric dashboards.2. Resolvr: AI-powered quality auditor to evaluate 100% of support tickets, replacing manual audits.3. CS Conversation Analyzer: Uses GPT to identify support trends and reduce repeat issues.4. Freddy AI Enablement: Activated features like auto triage, smart replies, and conversation summaries to boost agent productivity.5. AI Journey Mapper: AI assistant to visualize customer sentiment and effort trends across their journeys.Impact Highlights:1. Reduced audit workload by 95% through AI-driven evaluations.2. Improved resolution quality & SLA compliance by 47% using AI feedback loops.3. Decreased Time to Resolution by 53% by empowering agents with real-time AI support tools.4. Built automation flows using No-code automation tools and OpenAI API to streamline backend ticket operations.I am passionate about building systems that blend tech, people, and intelligent process design - with the ultimate goal of creating an effortless support experience at scale.

Experience

1. Vice President Client Services

   Netcore

   Apr 2024 — Present · Mumbai, IN

   Apr 2024 – Sep 2024 | Operational Excellence & CX FoundationsI began by strengthening core operations—standardizing SOPs, implementing CES surveys for key clients, and launching weekly review dashboards. I introduced a scalable RCA framework, improved audit consistency, and built solution playbooks to reduce tribal knowledge. These efforts laid the foundation for automation and AI integration.AI-First Transformation (Oct 2024 – Present):1. Initiated and led Netcore’s AI-driven shift in support operations, empowering teams with tools like OpsCopilot, Resolvr, and Conversational AI.2. Designed and implemented end-to-end automation flows using Make.com, Google Sheets, and OpenAI APIs for ticket tracking, auditing, and escalation management.3. Created Custom GPTs to drive internal knowledge access, quality coaching, RCA generation, and operational reviews.4. Measured AI impact through metrics like Resolution SLA, CSAT, CES, FCR, and ticket reopen rates.5. Trained team leads to adopt AI agents for daily productivity and data-backed decision-making.

Education

• Vasant Vihar High School

  S.S.C, Mathematics

  2003 — 2005

• Doctor Babasaheb Ambedkar Technological University

  B. Tech., Information Technology

  2005 — 2009

Skills

• Convincing Skills
• Customer Service
• Mobile Devices
• People Skills
• Sql
• Marketing Strategy
• Pre-Sales
• Product Management
• Crm
• Lead Generation
• Team Leadership
• Vendor Management
• Email Marketing
• New Business Development
• Management
• Market Research
• Team Management
• Business Development
• Digital Marketing
• Marketing
• Customer Relationship Management (Crm)