Gopi krishna Rottela
@gopikrishnarottela
I am a customer service SME who leads teams, coaches agents, and drives process improvements.
IndiaWhat I'm looking for
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.
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 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.
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.
Education
Degrees, certifications, and relevant coursework
SJM Arts, Science & Commerce Pre-University College
Pre-University Course (P.U.C.), Pre-University Course
Grade: 57%
Completed Pre-University Course at SJM Arts, Science & Commerce Pre-University College under the Pre-University Board of Karnataka in 2010 with 57%.
Rotary Club School
Secondary School Leaving Certificate (S.S.L.C.), Secondary Education
Grade: 72%
Completed Secondary School Leaving Certificate at Rotary Club School under the Board of Secondary Education, Karnataka in 2008 with 72%.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Job categories
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