Krishnan Kalpathy

About Krishnan Kalpathy

I am a proactive and results-driven professional with a proven track record in managing and leading large teams for multi-million-dollar Banking and Financial Services projects. With expertise in vendor management, I specialize in coordinating change management activities to ensure smooth transitions and minimize disruptions in day-to-day business operations.As a multilingual expert proficient in English, Tamil, and Malayalam, I have successfully led 24x7 Service Delivery teams of 50+ members, overseeing critical production operations, and supporting processes such as issuing, authorization, clearing, settlement, and chargebacks. Expert in: Card Management, ATM Reconciliation, 3D Secure Authentication, Customer Success Management One of my proudest achievements includes surpassing revenue targets. I have a consistent track record of not only meeting but surpassing ambitious business goals, controlling costs, and improving efficiencies while motivating cross-functional project teams to achieve optimum performance. I take pride in delivering projects on time and within budget. Here are some key highlights from my career:• Successfully oversaw end-to-end project lifecycles, collaborating with cross-functional teams to streamline processes and reduce discrepancies in ATM reconciliation enhancements.• Managed a portfolio of projects related to 3D Secure authentication implementation, ensuring compliance with industry standards and reducing unauthorized transactions.• Led an initiative to automate the card closure process, resulting in a significant reduction in manpower requirements.• Fostered a culture of continuous improvement by establishing regular reviews of automated processes, identifying refinement opportunities, and adapting to changing business needs.Throughout my career, I have embraced a collaborative approach, working closely with cross-functional teams to define project requirements, reduce project rework, and improve delivery timelines. I am dedicated to promoting diversity and inclusion, fostering skill development among team members, and maintaining the highest quality standards in all endeavors.As an experienced professional, I am passionate about driving operational excellence and facilitating the success of organizations through effective leadership and process optimization.

Experience

1. Manager, Customer Success

   Wibmo

   May 2021 — Present · Bengaluru, IN

   As a Manager - Customer Success I am known for driving operational excellence and delivering exceptional results. I have a proven track record of developing and optimizing processes to enhance efficiency and reduce errors.My leadership skills shine through in my ability to lead a dedicated team of 17 members in operations and PMO governance, achieving impressive customer acknowledgment and issue resolution rates. I am committed to continuously improving our products based on customer experiences, resulting in a decrease in user-reported issues.I excel in resource management, ensuring effective allocation for emergencies and risk management, which has significantly reduced project delays. My expertise extends to automation, where I\'ve successfully implemented automated reporting processes and monitoring dashboards using tools like Grafana, enabling real-time performance insights.I take pride in establishing a fully functional contact center, leveraging Freshdesk to streamline customer interactions and support. Additionally, I\'ve mentored team members in driving their Professional Development Plans (PDP), contributing to increased skill proficiency and overall team growth.One of my key responsibilities has been overseeing a 24/7 support team responsible for maintenance, customer support, issue resolution, root cause analysis, and continuous improvement. As a Manager of Customer Success, I am dedicated to ensuring customer satisfaction and facilitating the success of our organization through effective leadership and process optimization.

Education

• Panimalar Polytechnic

  Diploma, Computer Technology

  1995 — 1998

• University of Madras

  Bachelor’s Degree, Computer Science

  1994 — 1997

• SSIL

  Diploma, Client Server Technology, SSI Limited, Chennai

  1999 — 1999

Skills

• Relationship Management
• Management
• Sdlc
• Customer Relationship Management (Crm)
• Team Leadership
• Leadership
• Payments
• Software Project Management
• Payment Systems
• Banking
• Requirements Analysis
• Team Management
• Product Management
• Vendor Management
• Business Analysis
• Credit Cards