Srinivas Gumaste
Operations Team Lead
Professional Overview
Srinivas Gumaste is an experienced operations professional with a demonstrated history of driving excellence in customer experience (CX) services. As the Operations Team Lead at IntouchCX, he is responsible for overseeing a team of skilled professionals and ensuring the seamless delivery of high-quality CX solutions to the company's diverse clientele. With a strong background in operations management and a deep understanding of the CX industry, Srinivas is known for his ability to optimize processes, enhance team performance, and deliver measurable business impact.
Experience Summary
Current Role
As the Operations Team Lead at IntouchCX, Srinivas is responsible for leading a team of 25+ professionals and overseeing the day-to-day operations of the company's CX services. He is instrumental in developing and implementing strategic initiatives to improve efficiency, boost customer satisfaction, and drive revenue growth. Under his leadership, the team has achieved a 15% increase in customer retention and a 20% improvement in first-contact resolution rates.
Career Progression
Prior to his current role, Srinivas held the position of Global Co Lead for the Global Wellness ERG at TaskUs, where he spearheaded the development and implementation of wellness programs that improved employee engagement and well-being. He also served as an Operations Team Lead at TaskUs, where he successfully led a team of 30+ professionals and implemented process optimization strategies that resulted in a 12% reduction in operational costs.
Earlier in his career, Srinivas held roles as a Junior Operations Manager at Akuva Infotech Pvt Ltd and a Summer Intern at Bharath Heavy Electricals Limited. Through these experiences, he gained valuable exposure to various aspects of operations management, including process improvement, team leadership, and stakeholder management.
Academic Background
Srinivas holds a Bachelor of Technology (B.Tech) degree in Electrical and Electronics Engineering from Visvesvaraya Technological University. During his academic career, he consistently maintained a strong academic record and was recognized for his leadership skills and active involvement in extracurricular activities.
Areas of Expertise
- Operations management
- Customer experience optimization
- Process improvement and automation
- Team leadership and development
- Stakeholder management
- Data-driven decision making
Professional Impact
In addition to his corporate roles, Srinivas is the Founder and CEO of the Smayan Foundation, a non-profit organization dedicated to empowering underprivileged communities through education and skills development programs. Under his leadership, the foundation has successfully implemented several initiatives that have positively impacted the lives of over 500 individuals.
Conclusion
With his proven track record of operational excellence, proven leadership skills, and a deep commitment to driving positive change, Srinivas Gumaste is poised to continue making significant contributions to the CX industry and the broader community. His ability to navigate complex challenges, optimize processes, and inspire high-performing teams makes him a valuable asset to any organization.
