Vivek Harold Sequeira

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Operations Support Manager

Gelato Print Services India Private Limited

Oct 2023 - Dec 2024 (1 year 3 months)

• Resolve partner support cases and escalations with a focus on high quality, speed, empathy, and accuracy. • Cultivate relationships with the Partner Operations team to foster growth and success within the Gelato Network. • Monitor and uphold the health of key operational metrics to ensure optimal performance. • Develop new processes and playbooks aimed at facilitating Gelato's scalability. • Identify automation opportunities, collaborating closely with the engineering team to implement AI-driven solutions for emerging trends, including the exploration of tools like Gemini and Claude for enhancing customer interactions. • Lead cross-functional projects aimed at reducing escalations and enhancing both partner and customer ex

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Customer Experience Specialist

Gelato Print Services India Private Limited

May 2023 - Oct 2023 (6 months)

At Gelato, I served as a Customer Experience Specialist, where I analyzed data to guide the CS Manager and Customer Success teams on ways to automate the complete chat and email process using BOT actions. I provided analyses based on customer and product segmentation, utilizing large data sets to inform our strategies. I crafted and maintained reports and dashboards to track metrics and KPIs, while building data models that led to better insights and understanding of the business across products and geographies. I assessed business performance and made recommendations on metrics to track and business actions to take, presenting results and recommendations to the leadership team. Additionally, I provided creative insights and suggestions bey

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Data Analyst - Chatbot and Customer Service

Gelato Print Services India Private Limited

Nov 2021 - Apr 2023 (1 year 6 months)

In my role as a Data Analyst – Chatbot and Customer Service, I sourced and implemented a chatbot solution for B2B and B2C customers, significantly improving deflection rates and customer satisfaction. I built and trained the chatbot, which led to a remarkable 60% reduction in company ROI. Additionally, I developed automated refund and reorder flows, streamlining the customer experience and enhancing process efficiency. I implemented a FAQ flow builder that simplified the creation and management of frequently asked questions for the chatbot. Conducting thorough data analysis on customer interactions with the chatbot allowed me to identify areas for improvement and optimize its performance effectively. I monitored and maintained the chatbot's

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Customer Operations Specialist

Gelato Print Services India Private Limited

Jun 2021 - Nov 2021 (6 months)

• Supported the organization in onboarding and launching new customers and use cases, accelerating time to revenue for both customers and Gelato. • Identified opportunities and drove business outcomes to support account expansion and ensure customer success. • Developed success plans and conducted business reviews for customers, outlining critical success factors, metrics, potential issues, and recommendations. • Acted as a trusted advisor to customers, providing education on product use and benefits. • Built advocacy and reference ability among customers through effective communication and assistance with product adoption and expansion. • Leveraged experience with AI-driven customer support tools, including chatbots powered by pl

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Customer Success Lead

Cashfree Payments India Pvt. Ltd.

Jun 2019 - Mar 2021 (1 year 10 months)

• Managed a team of customer service representatives who handled customer inquiries via email, chat, and phone. • Ensured prompt and accurate handling of all customer inquiries, consistently meeting and exceeding performance targets. • Collaborated with marketing and growth teams to analyze customer feedback and pain points, which informed customer communication strategies on social media. • Contributed to the knowledge base and help content, some of which was adapted into social media FAQs and public messaging, enhancing overall customer engagement and support resources. • Developed a strong foundation in customer service, operations, and problem-solving, which are highly transferable skills. While databases may not have been a pri

Educator Relationship Manager

Unacademy

Feb 2018 - Jun 2019 (1 year 5 months)

• Managed relationships with educators, providing support to ensure their success on the platform. • Developed strategies to increase educator engagement and retention, consistently meeting and exceeding performance targets. • Collaborated with top educators to enhance their online presence, advising on content promotion tactics via platforms like YouTube, Instagram, and Telegram, which indirectly supported social media marketing objectives. • Assisted educators in optimizing live sessions and video content to increase reach, leveraging insights into platform algorithms and audience engagement metrics to enhance their effectiveness. • While not formally a social media marketer, my efforts contributed to content amplification and edu

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Seller Support Associate

Amazon Development Centre

Aug 2016 - Feb 2018 (1 year 7 months)

• Provided support to Amazon sellers, resolving account-related issues and inquiries. • Ensured prompt and accurate handling of all seller inquiries.

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Escrow Analyst

OCWEN Financial Solutions Private Ltd.

Aug 2014 - Aug 2016 (2 years 1 month)

• Handled a high volume of escrow transactions, ensuring accuracy and efficiency. • Resolved issues that arose and consistently met and exceeded performance targets. • Developed strong customer service and operational skills through previous roles, which are highly transferable to the escrow analyst position. • Demonstrated problem-solving abilities that will aid in adapting to new systems, such as databases and document management tools, ensuring a smooth transition into the role. • Committed to meeting the requirements of the position and eager to provide further context regarding my qualifications. • While management may not be a direct focus of my previous job titles, I have substantial experience in this area. In my role as a

Vivek Harold Sequeira

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