Ravi Gunda

Global Client Care and Client Services provide superior AI powered omni channel customer support for all VISA products across a full range of client types, bringing in $200M in annual revenue and 18M customer touch points /28 languages

• Led global managed services revamp aligning to overall B2B/ B2C sales 2.0 strategy, connecting 6 global BU’s disparate executive scorecards, regional KPI’s and OKR’s towards a common $200M FY27 revenue vision
• Accountable for Global Client Care OpEx and GEN AI P&L, meeting/ exceeding ROI OKR’s
• Successfully scaled new business opportunities in new LAC and APJ, introduced digital concierge support adding new self-serve and AI powered chatbot options, focused on AI powered transformation and NPS boost
• Established three centers of excellence focused on single new project intake agile PMO, CAPEX tech initiatives and global vendor and Service fulfillment business- OPS, consolidating to an executive dashboard/ supporting roadmap planning
• Leveraged generative AI to reduce client onboarding timelines by 38%, improving overall service enablement
• Pioneered self-serve omni-channel CX model, revolutionizing client onboarding and aligning with strategic targets for enhanced user experience
• Developed & scaled new client onboarding process, converting 8 credit unions and 2 banks quarterly, generating $4.5M AANR
• GEN AI uplift lead ambassador and thought leadership for Client Services / Client Care org
• GEN AI Hackathon lead for Dispute Mail Letter Service (MLS- commercially deployed, ID#8523 patent review in progress).
• Cultivated a culture of innovation by promoting creative lean process improvement thinking and encouraging employees to take calculated risks in pursuit of solutions.

• VISA Direct push payments powered by Visa Payment Limited (VPL) is a top rated high CAGR global money movement product, used across 250+ financial institutions across the world, with a projected 8% growth YoY
• Led cross-functional teams to deliver digital remittance initiatives, achieving $80M+ revenue and 70% YoY growth
• Guided Go-To-Market strategies for P2P services, optimizing cross-border remittance solutions
• Led core payment scalability partnership engagements with multiple debit and credit processors, leading to adding new bill pay, scan to pay, QR pay vertical development revenue generation by $18M USD YoY
• Collaborated with top financial institutions to expand Visa Direct push payments, driving 8% YoY growth
• Launched self-serve omni-channel CX engagement model, enhancing client onboarding experience
• Spearheaded development of self-serve omni-channel CX engagement model, aligning with FY21 targets and revolutionizing regional client onboarding
• Analyzed market trends to optimize Go-To-Market strategies for P2P services, driving innovation in cross-border payment solutions
• Featured in innovative remittance thought leadership, featured in PYMNTS/ MoneyTravels.

• Pioneered global change management & strategic initiatives roadmap, enhancing self-serve customer experience for major game releases, driving significant improvements in user satisfaction
• Partnered with sales executives of Live Person and Live Chat implementation and provided an engagement readiness scorecards, for high-profile EA sports game launches such as FIFA & STARWARS 2017 edition: ensuring seamless customer experiences and rapid issue resolution
• Conceptualized and executed worldwide customer experience technology goals, prioritizing initiatives that transformed online self-service capabilities.

• Global Client Services & Business Operations
• Spearheaded multimillion-dollar change management projects in Operations & Customer Care, delivering 280M+ USD incremental ROI and enhancing service excellence
• Directed multiyear 60M USD+ change management initiatives, significantly improving customer service and generating substantial recurring revenue growth
• Led Service Delivery COE, implementing Agile for Sales Force BI, while managing large-scale change projects yielding substantial ROI and service improvements.

• Led BPM analysts, enterprise IT architects, Portfolio Managers & workflow team to build solutions that deliver business value enhancing customer service, and Voice of Customer (VOC) feedback
• Build credibility, establish rapport, and maintain communication with individual change management outcomes to all stakeholders at multiple leadership levels, including those external to the organization
• Coach, mentor and lead BPM cohort teams, and create a Business- IT synergy environment.