Pradeep John

About Pradeep John

I am a seasoned Customer Success leader with 22 years of experience in developing and nurturing startups, bringing over expertise to the realm of Customer Success operations. My passion lies in driving organizational growth and elevating customer satisfaction to new heights. I firmly believe in customer-centricity, with a strong focus on enhancing retention rates, satisfaction levels, and brand loyalty. I take pride in being an advocate for customers, actively driving continuous improvements that uphold quality and consistency. I make well-informed decisions on customer service matters, always with the customer\'s best interests at heart. My versatile industry expertise extends across diverse sectors including Banking, Fintech, BPO, cab-hailing, Rewards and loyalty, and SAAS-based products. WHERE CAN I ADD VALUE • Proficient in budget management, resource optimization, and cost-effective strategies crucial for organizational financial health. • Consistently surpass operational KPIs, identify business needs, and craft solutions through process, system, and data evaluations to enhance efficiency, productivity, and profitability. • Ensure impeccable integrity and strict legal adherence through deep familiarity with industry regulations. • Consistently exceed industry-standard customer satisfaction levels, specializing in leveraging VOC metrics like CSAT, NPS, and Playstore Reviews for continuous service enhancement. • Spearhead AI integration into CRM systems, significantly boosting operational efficiency and customer support. • Proficient in modern CRM and lifecycle management tools such as Zendesk, Kustomer, Freshdesk, Babelforce, Five9, and more, enabling data-driven success. About Me With over two decades of dedicated experience in customer service and customer experience, I\'m passionate about helping organizations achieve exceptional satisfaction and success. I\'ve collaborated with diverse teams to create strategies driving loyalty, retention, and growth. I\'ve seen the transformative power of outstanding customer service firsthand and believe in continuous learning to deliver the best results for my teams and clients. I am open to connecting with fellow professionals, sharing insights, and exploring collaboration opportunities that drive customer success. Let\'s connect and discuss how we can create exceptional customer experiences together! Do reach me out at: p••••••@gmail.com |+91••••••••39

Experience

1. Head of Member Support

   Tide

   Mar 2021 — Present · IN

   In Customer Success, I specialize in crafting robust customer service protocols to tackle complex issues efficiently. With a track record of closely monitoring vital KPIs like response times, resolution rates, and overall customer satisfaction, I excel at pinpointing pain points and unmet customer needs through surveys, interviews, and data analysis. When recurring issues arise, my strength lies in investigating root causes, and consistently delivering efficient and lasting resolutions. As the leader of Client Margins Operations in Sydney, I oversee complex calculations of Futures Margins, ensuring strict compliance. My successful track record includes leading the end-to-end launch of Tide India, involving partner collaboration, contract negotiations, and platform development. I specialize in efficient Month-End Financial operations, handling Credit/Debit Interest, Withholding Tax, and Bank fees while complying with regulations. I actively engage in Risk Policy Analysis and SOP development, customizing risk policies for the Indian market. My role involves optimizing CRM, telephony, and tools for improved customer experiences and expertise in budgeting and forecasting to align finances with launch phase needs. I excel in hiring and training, ensuring exceptional customer service. Collaboration with cross-functional teams and market analysis is pivotal, as I oversee vendor management and front-to-back reconciliations using tools like Intellimatch and GMI. Additionally, I manage trade settlements when Margin funds drop below a specific threshold, ensuring precision and timeliness.

Education

• University of Madras

  BHM, Resort Management

• Indian Institute of Management, Calcutta

  Executive programme in growth strategies , Growth Strategies