About

Nanda Gopal V is a seasoned professional with over 14 years of experience in the customer service industry. He is currently the Global Head of Operations, Delivery, Strategy, Transformation, and Client Support at vauld. Nanda has worked with various reputed companies across the globe, mostly in the eCommerce sector, and has actively witnessed the evolution of CX/Design in the last two decades. He puts the customer at the center of all that he does and enjoys driving an exciting journey to implement a 360-degree transformation of experience and delivery. Nanda is a super desi when it comes to food and travel, and he speaks seven languages. He is a pet lover and lives with 45+ kids/pets, mostly adopted differently-abled. Nanda's world is filled with people, and he likes helping and respecting people, which is his natural behavior. While he loves to win, helping his team to win makes him feel content. His biggest dream is to be a successful entrepreneur with unique ways of service and a diversified workforce. Nanda's recent accomplishments include leading world-class product or service teams of up to 3000 people, scaling up businesses and revenue optimization, reducing contact by accelerating operational efficiency and auto-monitoring systems by ~45%-65%, introducing Agile methodologies for manpower optimization (<~30%), reducing telephony cost by ~75% switching from desk solutions to software, reducing technology cost by ~20% by exploring methods within their own team and available capabilities, improving quality, customer/client satisfaction by ~3000BPS through reskilling and retraining, and driving strong business continuity plans to ensure 24/7 up and running processes. Nanda has worked with companies like ninjacart and Tesco in the past, where he was responsible for heading customer experience and operations, leading operations, business partnering and change, and supporting store colleagues in the UK and ROI. He has a Master's degree in Arts from Manav Bharti University, a Bachelor's degree in Arts from Calorx University, and an apprenticeship-certification course in Marketing, Sales, Operations & HR from OIE. Nanda's tech stack includes Web3, QA, AI, and Swift. He is a compassionate and empathetic leader who believes in driving curiosity in identifying systematic and tailored solutions to revolutionize customer experience through the need of the hour approach.