Krishna Mohan Vedam

Operations Associate

Bengaluru, Karnataka, India17 yrs 10 mos experience

Highly StableAI Enabled

Key Highlights

Over 18 years of experience in CX and Customer Success.
Led large-scale transformations improving NPS and CSAT.
Expert in AI-driven automation and process optimization.

Stackforce AI infers this person is a Customer Experience leader in the Gaming and SaaS industries.

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Skills

Core Skills

Cx Strategy & TransformationOmnichannel SupportAutomation & Process Optimization

Other Skills

Customer ExperienceCustomer Relationship Management (CRM)Data-driven decision makingAI-driven automationProcess OptimizationNPSCustomer Escalation ManagementCustomer Lifecycle ManagementCustomer RetentionCX TransformationTeam ManagementBusiness DevelopmentCRMBusiness StrategyTeam Leadership

About

I believe great customer experience is not built in support queues — it is engineered through systems, empathy, and data-driven decisions. With over 18 years of experience across SaaS, gaming, and edtech, I have led large-scale Customer Experience and Customer Success transformations that improved NPS, CSAT, retention, and operational efficiency. At organizations like RummyCircle and My11Circle, I have: Transformed support operations into structured, insight-led CX ecosystems Implemented AI-driven automation (chatbots, workflows, IVR optimization) Built and scaled hybrid & remote teams Reduced costs while improving customer satisfaction and resolution speed My core strength lies in connecting business goals with customer outcomes — ensuring that every CX initiative drives measurable impact. I specialize in: CX Strategy & Transformation Customer Success Frameworks Omnichannel Support (Salesforce, Zendesk, Freshdesk, Genesys, Ameyo) Automation & Process Optimization Escalation & Risk Management Team Leadership (Remote/Hybrid Models) I am currently exploring leadership opportunities where I can: Scale customer operations Build high-performance CX teams Turn customer experience into a competitive advantage

Experience

Games24x7

Senior Manager – Customer Experience (CRM)

Jul 2015 – Nov 2025 · 10 yrs 4 mos · Bengaluru Area, India · Hybrid

Games24x7
(RummyCircle, My11Circle)
Led end-to-end Customer Experience (CX) operations for high-scale gaming platforms, managing multi-channel support across voice, chat, and email
Drove CX transformation initiatives, improving NPS, CSAT, and customer retention through structured programs and data-led decision-making
Designed and implemented AI-driven automation (chatbots, workflow automation, IVR optimization), significantly reducing manual effort and improving response times
Built and scaled high-performing hybrid/remote teams, ensuring operational continuity, productivity, and quality benchmarks
Established real-time dashboards and reporting frameworks to track performance, customer sentiment, and operational KPIs
Led escalation management and risk mitigation, ensuring faster resolution of critical customer issues and protecting brand trust
Partnered with product, tech, and business teams to create feedback loops, influencing product enhancements and customer journey improvements
Optimized processes to improve first response time (FRT), turnaround time (TAT), and cost efficiency

Customer ExperienceCustomer Relationship Management (CRM)CX Strategy & TransformationOmnichannel Support

Simplilearn

2 roles

Manager - Global Sales & Support

Promoted

Aug 2013 – May 2015 · 1 yr 9 mos

Managing customer service teams, processes, and polices.
Quick turnaround to all customer requests and ensuring that all team members make sound decisions based on customer satisfaction.
Conduct an analysis of statistics to determine the customer service level organization is providing.
Quickly researching and investigating issues that concern a customer.
Creating work schedules and allocating staff resources.
Preparing daily, weekly, and monthly reports for senior managers.
Conducting visual observations of how staff speak to customers and conducting coaching and developing team members in soft skills.
Assessing the customer service department’s operational performance against set targets.
Representing the Customer Service department in any company wide meetings.
Generating repeat business through successful client follow-up.

Team Lead - Online Sales & Support

Aug 2011 – Aug 2013 · 2 yrs

Monitoring the AHT and ensuring FCR for all customer issues.
Preparing canned responses for the team that helps the team in having answers ready for the most common questions customers are likely to ask.
Implementing company Customer Service policies standards and practices.
Handling customer issues and escalations.
Taking care to ensure that all customer responses are clear and complete.
Collecting comments and feedback from customers.