Open to opportunities

Gopi krishna Rottela

@gopikrishnarottela

Message

I am a customer service SME who leads teams, coaches agents, and drives process improvements.

India

Message

What I'm looking for

I seek a leadership role in customer service where I can coach teams, improve KPIs (FCR, C-SAT, AHT), manage operations, and drive continuous process improvements in a metric-driven environment.

I am a customer service professional who has progressed from frontline roles to a Subject Matter Expert, focused on mentoring teams and driving operational excellence.

I have one year and ten months of experience in Concentrix Technologies Pvt Ltd as CSE, nine months at [24]7.ai as Advisor, seven months at Groww as CSE, and four years and three months at Gameskraft Technologies Pvt Ltd advancing from Associate to Senior Associate and SME.

I specialize in KPI, SLA and queue management; I prepare reports, dashboards and rosters in Excel, perform report and root cause analysis, and lead call/email auditing, feedback and coaching to improve FCR, C-SAT, AHT and QA metrics.

I am flexible to shifts, work well under pressure, and seek leadership opportunities within high-performing service teams where I can enhance team skills, reduce shrinkage and attrition, and deliver measurable service improvements.

Experience

Work history, roles, and key accomplishments

Customer Support Executive

Groww (NextBillion Technologies Pvt Ltd)

Jun 2019 - Dec 2019 (6 months)

Handled customer inquiries for the Groww platform via call and email, supported team operations, and maintained SLA and QA targets.

Customer Support Email Support SLA Management Excel Root Cause Analysis

Advisor

[24]7.ai Customer Pvt Ltd

Apr 2018 - Jan 2019 (9 months)

Advised customers on product issues, resolved tickets across channels, and improved service quality through call audits and process feedback to reduce escalations.

Customer Support Ticket Resolution Process Improvement Coaching SLA Management Email Support KPI Tracking

Customer Support Executive

Concentrix Technologies Pvt Ltd

May 2016 - Feb 2018 (1 year 9 months)

Provided customer support handling complex inquiries, conducted QA audits and coaching, and managed KPIs to improve FCR, CSAT and AHT across the team.

Customer Support Auditing Coaching Excel SLA Management Root Cause Analysis KPIs Email Support

Subject Matter Expert

Gameskraft Technologies Pvt Ltd

Served as SME after progressive roles (Associate → Senior Associate), leading team operations, mentoring staff, and driving process improvements for customer experience over four years.

Team Leadership Coaching Process Improvement Call Email Auditing Root Cause Analysis Workforce Management Excel