CKChinnappa Kuppanda
@chinnappakuppanda
Customer operations leader driving AI-enabled automation and CX improvements.
IndiaWhat I'm looking for
I am a customer operations leader with deep experience building and scaling multi-geo support teams, reducing support volume through AI-driven automation, and improving CSAT and NPS while lowering cost-to-serve. I have led operations across digital banking, lending, mobility and e-commerce, establishing SOPs, video-KYC and escalation frameworks that ensured compliance and operational resilience.
I deliver measurable impact by redesigning processes, implementing chatbots/IVR, and upskilling teams to drive performance metrics—reducing handling time and inbound queries while increasing retention and profitability. I partner cross-functionally with product, compliance and process-excellence teams to translate strategy into scalable customer experience outcomes.
Experience
Work history, roles, and key accomplishments
General Manager, Customer Operations
Jupiter Money
Feb 2022 - Sep 2025 (3 years 7 months)
Directed customer operations for digital banking and lending, leading AI-driven automation that reduced support volume by 60% and improved Voice CSAT from 60% to 90% while cutting average handling time by 37%.
Senior Manager, Customer Operations
Zoomcar
Aug 2015 - Jan 2022 (6 years 5 months)
Led a 125+ person multi-geo support and sales organization, launching digital self-service that cut inbound queries by 40% and improved booking-to-contact and repeat contact metrics to boost profitability.
Assistant Manager, Social Media Operations
Flipkart
Sep 2009 - Aug 2015 (5 years 11 months)
Established Flipkart's first social media support and escalation desk and designed SOPs for refunds and disputes, shaping the company's social CX playbook and escalation processes.
Medical Transcriptionist
AjaxDotCom Pvt Ltd
May 2004 - Jul 2008 (4 years 2 months)
Produced accurate medical and legal documentation supporting clinical and administrative workflows.
Education
Degrees, certifications, and relevant coursework
Medvarsity- Apollo Hospitals Ltd.
Postgraduate Diploma, Hospital Administration
Postgraduate diploma in Hospital Administration completed in September 2011.
National Institute of Management
Graduate Diploma, Business Management
Graduate diploma in Business Management completed in December 2008.
Miranda Education Society
HSC/PUC, Higher Secondary Education
Higher Secondary Certificate (PUC) completed under the Karnataka State Board in December 2003.
Army Public School
SSC, Secondary Education
Secondary School Certificate (CBSE) completed in March 2000.
Availability
Location
IndiaAuthorized to work in
Job categories
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