---
title: "Gayathri Ravi - Customer Experience & Operations Manager in Bengaluru | Tal"
description: "Meet Gayathri Ravi, Scaling Customer Experience & Operations at ZEISS VisioGen | Building Atithie | Ex-Amazon based in Bengaluru. AI stack includes claude code, claude, and deepmind."
image: "https://tal.club/meet/gayathri-ravi/share-image"
---

# Gayathri Ravi on Tal

## Headline

Scaling Customer Experience & Operations at ZEISS VisioGen \| Building Atithie \| Ex\-Amazon

## About

Over 6\+ years, I have shaped customer experiences that scale and built products rooted in real user needs where I focused on designing customer journeys, leading high\-performing teams, and streamlining processes for measurable impact\. My expertise spans customer experience design, product development, and operational excellence, with a strong track record of turning insights into solutions that improve lives\. At the intersection of CX, product, and growth, I focus on driving experiences that feel intuitive and scalable\.

## Location

Bengaluru

## AI stack

claude code

claude

deepmind

lovable

notion

perplexity

## Work experience

Customer Experience & Operations Manager at ZEISS VisioGen, Apr 2026 \- Present · 5 mos, India, • Led Clinical Operations for VisioGen, ZEISS’s AI\-powered patient engagement platform, driving operational performance across U\.S\. ophthalmology clinics\. • Built and scaled operational frameworks covering workforce planning, performance management, quality assurance, coaching, and escalation management\. • Designed SOPs, operational playbooks, QA frameworks, and review mechanisms to standardize clinical operations and improve service quality\. • Built executive\-facing dashboards and reporting frameworks to provide real\-time visibility into operational performance, quality, capacity, and escalations\. • Led cross\-functional initiatives across Clinical Operations, Commercialization, Product, and Technology to support clinic onboarding, operational readiness, and scale\. • Led the Data Analytics function, driving Power BI dashboards, data reporting, performance analytics, and data\-driven insights for operational and leadership decision\-making\.

Customer Experience Manager at Elevate Now, Sep 2025 \- Apr 2026 · 8 mos, Bengaluru, Karnataka, India, • Spearheaded the Escalations function, building the team from the ground up and defining its charter, processes, and success metrics • Scaled the team to 20\+ Escalation Specialists and 2 Team Leads, driving efficient handling of high\-priority cases • Designed and implemented end\-to\-end escalation workflows using Freshdesk, improving routing, prioritization, and resolution timelines • Established SLA frameworks, defining response and resolution benchmarks aligned with customer expectations and business goals • Built and maintained real\-time SLA dashboards to track performance, identify bottlenecks, and enable data\-driven decision making • Introduced workflow automations to reduce manual effort, improve turnaround time, and ensure consistency in escalation handling • Led team management, including performance tracking, coaching, and capacity planning to maintain high service quality • Collaborated cross\-functionally with Product, Tech, and Operations teams to resolve critical issues and enhance overall customer experience • Analyzed escalation trends to identify recurring pain points and translated insights into actionable improvements • Standardized escalation processes, documentation, and communication frameworks to ensure scalability and clarity • Improved resolution efficiency and reduced turnaround times through continuous process optimization

Assistant Customer Experience Manager at smallcase, Sep 2023 \- Aug 2025 · 2 yrs, Bengaluru, Karnataka, India, • Redesigned and optimized support processes, reducing response time and improving overall team efficiency\. • Led a team of associates, providing mentorship, performance feedback, and fostering a culture of ownership and accountability\. • Established and scaled inbound/outbound call support operations, ensuring high\-quality service delivery and customer satisfaction\. • Partnered with product, operations, and tech teams to address recurring customer pain points and improve service offerings\. • Implemented metrics and dashboards to track KPIs, identify bottlenecks, and drive continuous process improvements\. • Designed strategies to proactively resolve escalations and enhance customer loyalty, leading to measurable improvement in retention rates\.

Product Specialist \(Tickertape\) at smallcase, Sep 2021 \- Sep 2023 · 2 yrs 1 mo, Remote, • Teamed up with associates to deliver high\-quality customer support, ensuring smooth resolution of complex queries while maintaining excellent customer satisfaction standards\. • Collaborated with product managers, design, and engineering teams to provide user insights from frontline interactions, directly shaping product roadmaps and feature improvements\. • Designed and streamlined customer workflows and SOPs, improving operational efficiency and consistency in query handling\. • Acted as a bridge between customers and product teams, advocating for user needs and ensuring feedback was incorporated into product iterations\. • Trained, mentored, and upskilled team members on product knowledge and customer engagement best practices, fostering a culture of learning and ownership\. • Contributed to retention and engagement initiatives by identifying user pain points and proposing solutions that enhanced overall product experience\.

Escalations Specialist at Amazon, Sep 2020 \- Aug 2021 · 1 yr, Remote, • Handled high\-priority customer escalations with ownership, ensuring swift resolution of complex issues while upholding Amazon’s customer\-first principles\. • Collaborated cross\-functionally with operations, product, and tech teams to deep\-dive into root causes, driving both immediate fixes and long\-term improvements\. • Streamlined escalation workflows by identifying process gaps and proposing solutions, which reduced resolution time and improved overall customer satisfaction\. • Acted as a liaison between customers and leadership teams, presenting insights from escalations to influence process enhancements and policy updates\. • Mentored and supported associates in managing sensitive cases, strengthening the team’s ability to handle high\-stakes customer interactions effectively\. • Contributed to a culture of continuous improvement, using data and customer feedback to highlight recurring issues and influence upstream changes in tools and processes\.

## Education

Bachelor's degree, Microbiology, Bharathiar University

[View the original profile](https://tal.club/meet/gayathri-ravi)

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