Open to opportunities

Lokesh Thimmappa

@lokeshthimmappa

Message

Seasoned leader driving organizational goals through strategic leadership.

India

Message

What I'm looking for

I am looking for a leadership role where I can drive strategic initiatives and foster team collaboration to achieve organizational goals.

I am a seasoned leader with extensive experience in customer service operations and business intelligence. My journey has taken me through various leadership roles, where I have consistently delivered results by leveraging strategic and transformational ideas. At PayPal, I led a critical portfolio that managed 95% of global volumes, achieving significant cost savings and enhancing customer experience metrics.

Throughout my career, I have focused on driving efficiency and operational excellence. My tenure at TataSky saw a remarkable reduction in voice calls through data-driven insights, while at Sistema Shyam Tele Services, I achieved a PAN-India rank #1 in contact center performance for six consecutive quarters. I am passionate about fostering cross-functional collaboration and empowering teams to excel in their roles.

Experience

Work history, roles, and key accomplishments

Group Leader

PayPal India Private Limited

Sep 2019 - Feb 2025 (5 years 5 months)

Led teams supporting customer service operations for Germany, North American, and Canadian customers, focusing on risk, payments, and disputes. Drove efficiency metrics through various cost levers and collaborated with stakeholders to identify process improvement opportunities.

Project Management Data Analysis Process Management Customer Relationship Management Cross Functional Collaboration Business Intelligence Power BI NPS Risk Management

General Manager

TataSky

Sep 2013 - Present (11 years 10 months)

Defined and led the BI strategy and roadmap, overseeing data collection, integration, and governance practices. Developed and maintained dashboards, scorecards, and visualizations to provide actionable insights and supported decision-making across departments.

BI Strategy Data Management Data Governance Power BI Tableau Looker Predictive Analytics Team Management

Regional Head – Digital Hub

Sistema Shyam Tele Services Ltd (MTS)

Sep 2011 - Present (13 years 10 months)

Led strategy and business operations for Prepaid, Postpaid, Self-Care, and Business Analytics, focusing on financial performance, customer experience, and people management. Tracked and optimized regional AOP budget performance and spearheaded continuous improvements in internal audit processes.

Business Operations Financial Management Customer Experience People Management strategic initiatives Internal Audit Process Improvement Root Cause Analysis

Deputy Manager – CIG

Videocon Mobile Services

Feb 2010 - Present (15 years 5 months)

Led strategy and business operations across multiple verticals including Prepaid, RHD, VCare, QRC, Self-Care, and Business Analytics. Tracked and managed Circle AOP budgets, ensuring alignment with financial targets and operational efficiency.

Business Operations Financial Management Customer Experience Partner Relationship Management Performance Monitoring

Manager – CC Operations

Aegis Limited

May 2006 - Present (19 years 2 months)

Led a team of approximately 950 employees to deliver on Key Performance Indicators, including Voice of Customer, Customer First Resolution, and Revenue Generation. Analyzed Voice of Customer data to identify friction points and improve overall customer experience.

Operations Management Customer Satisfaction Revenue Process Improvement Compliance Quality Management Call Center Operations Six Sigma

Team Leader Operations

Magus Customer Dialog

Jun 2004 - Present (21 years 1 month)

Worked on a UAT project for IVR, resolving customer problems through proper facilitation and guidance. Mentored and developed talent within the team, consistently delivering top performances and setting up quality initiatives.

UAT IVR Mentoring Talent Development Performance Management