Kiran Kumar Reddy A

CEO

India21 yrs 4 mos experience
Most Likely To SwitchHighly Stable

Key Highlights

  • Over 20 years of experience in customer success.
  • Expert in transforming customer experience into business impact.
  • Proven track record in leading large teams and optimizing operations.
Stackforce AI infers this person is a Customer Experience and Operations Leader with expertise in BFSI and Telecom sectors.

Contact

LinkedIn

Skills

Core Skills

Customer ExperienceStrategic PlanningSales

Other Skills

Customer Service ManagementCustomer SuccessTraining & DevelopmentHiringProfit & Loss Managementtele marketingCall CentersPeople ManagementZapierProject ManagementUser Experience (UX)Process ImprovementBPOService DeliveryCall Center

About

With over 20 years of experience, I’ve built my career at the intersection of customer success, revenue growth, and operational excellence. From scaling 100+ seat contact centers to leading teams of 2,000 associates, I specialize in transforming customer experience into measurable business impact. Across BFSI, telecom, and global services, I’ve designed CX frameworks, optimized omni-channel strategies, and driven performance cultures that consistently deliver ROI. My strength lies in turning complexity into clarity — aligning people, process, and technology to create scalable growth. Whether it’s portfolio management, vendor partnerships, or data-led campaigns, I focus on outcomes that strengthen loyalty and accelerate revenue. I believe exceptional customer experiences aren’t accidental — they’re engineered.

Experience

Muthoot fincorp ltd.

2 roles

Deputy Vice President

Promoted

May 2023 – Present · 2 yrs 11 mos · India

Associate Vice President

Sep 2022 – May 2023 · 8 mos · India

  • Developed and deployed organization-wide CX framework, enhancing customer engagement and retention through streamlined omni-channel models.
  • Built 100-seat captive call center from inception, including forecasting and budgeting, resulting in YoY revenue exceedance.
  • Launched D2C/B2C models and campaign management, churning data slices to generate new business and retain branch customers.
  • Negotiated and closed tech partnerships via POC evaluations, boosting communication effectiveness by 25%.
Customer Service ManagementCustomer SuccessTraining & DevelopmentHiringProfit & Loss ManagementStrategic Planning+1

Axis bank

Assistant Vice President

Apr 2021 – Aug 2022 · 1 yr 4 mos · Noida, Uttar Pradesh, India

  • Led outbound sales for mortgage/auto loans, PL, CC, and insurance, achieving targets through manpower planning and volume projections.
  • Implemented training and quality compliance monitoring, elevating team performance via coaching and low-performer improvement plans.
  • Developed high-potential talent, accelerating internal promotions and ladder growth.
Salestele marketingCall CentersPeople ManagementStrategic PlanningTraining & Development

Ebixcash global services pvt. ltd.

Regional Head-Contact Center/Customer Success

Dec 2019 – Mar 2021 · 1 yr 3 mos · Mumbai Metropolitan Region

  • Managed 2,000 associates across 4 centers (Noida, Hyderabad, Pune, Mumbai), servicing BFSI/telecom/food delivery/Health—exceeding KPIs consistently.
  • Orchestrated Covid lockdown operations, reactivating all centers in 10 days and generating ₹2.7M additional monthly revenue.
  • Refined delivery models (cross-sell/upsell/cold calling), expanding business scope and surpassing new venture expectations.

Bharti airtel

Senior Manager-Customer Success/Contact Center/Vendor Management

Dec 2012 – Sep 2019 · 6 yrs 9 mos · Hyderabad Area, India

  • Reduced repeat interactions 37% to 23% (same queries: 10% to 4%) via dynamic volume model and decision tree implementation.
  • Elevated customer satisfaction from 78% to 95% and cut handling time by 30 seconds across 1,200-employee operations.
  • Optimized 14 vendor centers nationwide, ensuring SLA compliance through proactive trend-based planning.

Hinduja global solutions

Manager- Service Delivery

Jan 2011 – Nov 2012 · 1 yr 10 mos · Greater Chennai Area

  • Turned around 1,000-seat center from ₹700K penalties to ₹500K monthly rewards by fixing leakages in 4 months.
  • Slashed attrition 27% to 12% and expenses by ₹10M via business model overhaul and talent nurturing.
  • Expanded scope from 1 to 3 lines, ranking center PAN India #1.

Sutherland global services

Manager-Operations

Jun 2004 – Jan 2011 · 6 yrs 7 mos · Chennai, Tamil Nadu, India

  • Expanded process coverage from North America to EMEA/APAC, growing revenue from ₹6M to ₹13.5M.
  • Led US-to-India transition (Telecom project), achieving optimal performance from day one as top quarterly performer.
  • Consistently exceeded ops/training targets across global processes.

Education

National University of Singapore

Customer Centric Solutions with Design Thinking & Innovation

Nov 2025 – Jan 2026

Annamalai University

M.A. — Public Administration

Dr. B. R. Ambedkar University, Hyderabad

Bachelor's degree

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