---
title: "Anthony Mathew S A - CX | AI & Ops | Fintech in Bengaluru | Tal"
description: "Meet Anthony Mathew S A, Customer Excellence & Ops Leader | Building Scalable, Efficient Support Models with Human-AI Integration | SSBB based in Bengaluru. AI stack includes aistudio, claude code, and claude."
image: "https://tal.club/meet/anthony-mathew-sa/share-image"
---

# Anthony Mathew S A on Tal

## Headline

Customer Excellence & Ops Leader \| Building Scalable, Efficient Support Models with Human\-AI Integration \| SSBB

## About

I lead CX and service operations for high\-growth fintech, e\-commerce, and gaming platforms,typically from the founder’s office, where scale, speed, and structure must coexist\. My focus is on building agile, data\-led teams and systems that improve efficiency without losing customer empathy\. From launching AI\-first support to transforming seller/user/UI/ experience, I’ve consistently delivered results through strong execution, lean operations, and cross\-functional alignment\. My leadership style is hands\-on, outcome\-driven, and always customer\-first\.

## Location

Bengaluru

## AI stack

aistudio

claude code

claude

codex

claudecode

Figma Make

## Work experience

CX \| AI & Ops \| Fintech at Kiwi, Sep 2023 \- Present · 3 yrs 2 mos, India, Building CS at Kiwi 🥝 Founder's Office

Operations & CS Manger at Mobile Premier League \(MPL\), Aug 2021 \- Sep 2023 · 2 yrs 2 mos, India, Founder's Office Striker \| MPL Sports \[Offical Kit Sponsor for Indian Cricket Team\] Customer and Vendor Focus: • Delivering good Customer and Vendor experience by Improving call center efficiency \(Customer Service & Seller support\)\. • Enhancing the contact option for Customers/Sellers by redefining the chatbot and IVR flow\. • Explaining the process and handling the second level of Customer or Vendor escalations\. • Deep drive into the Social Media escalations and analyzing the issue by doing necessary RCA • Improving customer or vendor experience by means of increasing FCR percentage \(Calls & Tickets\) Problem Solving & Data Analysis: • Maintains and improves call centre operations by monitoring system performance, identifying and resolving problems\. • Periodically check the process SOPs to enhance and betterment if any changes are required\. • Conducting system audits and analyses, process improvement, and quality assurance programs\. • Finding out service gaps and escalating at the right time \(Fresh desk tool, Admin Console\) • Prepares call centre performance reports by collecting, analyzing, and summarizing data and trends • Stakeholder management to ensure customer escalations are closed within TAT\. Process Improvement & Managing Processes: • Order fulfillment: Created a dashboard to populate the order breaches with respective to the Estimated shipping date to ensure the orders are delivered to the customer within the defined Estimated date of delivery\. • Primarily working with Logistic, warehouse, category team, BI & tech team\. • Cost per unit and Cost per call reduction by improving the productivity and efficiency • Shift Statistics, Skeleton preparing with forecasted data and roster handling • Driving all Process SLAs \(CPU, Ticket TAT, C\-sat, FCR, SM Complaints, Quality and etc\)

CX Operations Manager at udaan\.com, Jul 2019 \- Jul 2021 · 2 yrs 1 mo, India, Founder's Office\. Seller Support: \~Managing Email, Chat, Inbound, Outbound and Escalations\. \- Owned end\-to\-end seller experience operations, including returns, RTOs, and dispute management—impacting >100K\+ sellers nationwide\. \- Reduced escalations and loss ratios by driving dispute resolution SOPs and launching proactive intervention models\. \- Decreased contact rate and improved CSAT by implementing structured RCA\-based process changes across seller journeys\. \- Introduced seller\-first playbooks and issue\-resolution frameworks, improving resolution TAT by 25%\. \- Collaborated cross\-functionally with product, category, finance, and ops to roll out scalable systems for returns and support\. \- Acted as the “voice of the seller” in internal forums, influencing product and policy changes based on data and feedback\. RTO Disputes: \~Have managed a team of 35 associates to handle the RTO disputes\. \~Involved in Hiring \(entry & lateral levels\)\. \~Setting up Process flow, flowcharts, Playbook & SOP\. \~Built quality function to audit the transactional interaction\. \~Have been a crucial contributor to reducing the RTO disputes by 90X, by bringing in a lot of process changes, process re\-engineering, eliminating the NVA process, conducting surprise audits, implementing new packing materials, introducing reverse pick\-up for wrong product claims and Quality check in FM logistics hubs\. \~Draw inferences through data analysis and fix the problems\.

Operations Team Lead at bigbasket\.com, Jan 2017 \- Jul 2019 · 2 yrs 7 mos, India, Spearheaded setup and stabilization of a new contact center in Hyderabad, managing hiring, SOPs, and end\-to\-end training\. Improved call center efficiency by reducing AHT and increasing FTR rates across both customer and vendor support\. Managed a peak volume of 40,000\+ daily customer calls during festivals and flash sales, maintaining SLA and service quality\. Automated address verification using geotagging, leading to a measurable drop in support tickets and delivery errors\. Recognized 13 times as Best Team Lead for driving consistent quality, SLA adherence, and team performance\.

Lead \| PT & D at Allsec Technologies Limited, Nov 2013 \- Dec 2016 · 3 yrs 2 mos, India, Projects: Pizza Hut \(inbound/Escalation management/Outbound/Consumer Affair Complaint Management\), Freecharge \(Email support\), Get it pages \(inbound/outbound support\), SBI \(Customer service\), CPP \(credit protection plan\)SBI/ICICI\.NCS\(National Career Service\), TATA \(LL,IMPS,FIBRE\) outbound sales, Whirlpool CS, NCS\(National Career Service\), TATA \(LL,IMPS,FIBRE\) outbound sales, Whirlpool CS\.

Customer Service Officer at Allsec Technologies Limited, Sep 2012 \- Oct 2013 · 1 yr 2 mos, India

## Education

Master's degree, Business Administration, Management and Operations, Capital university Jharkhand

[View the original profile](https://tal.club/meet/anthony-mathew-sa)

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