Summary
Overview
Work History
Education
Skills
Certification
Awards
Avowal
Timeline
AdministrativeAssistant
Karthick K

Karthick K

SaaS Operations & Customer Experience Leader
Bengaluru,Karnataka

Summary

Results-driven SaaS operations leader with 8+ years of experience in customer success, non-voice BPO management, and cross-functional collaboration. Proven track record of managing large teams, streamlining processes, and driving customer satisfaction through actionable insights using tools like Tableau, Power BI, and Looker. Adept at leading high-impact initiatives, improving SLA compliance, and launching scalable support strategies across SaaS platforms. Recognized for consistently exceeding targets and driving operational excellence in fast-paced tech environments

Overview

9
9
years of professional experience
4
4
years of post-secondary education
4
4
Certifications
3
3
Languages

Work History

Team Leader

Revolut
Bengaluru
03.2024 - Current
  • Lead a high-performing SaaS support team, resulting in a 20% boost in SLA adherence.
  • Conducted performance evaluations and set SMART goals for team members.
  • Enhanced reporting accuracy by 25% through automation using Tableau and Looker.
  • Led the implementation of innovative strategies, reducing process delays by 15%.
  • Reporting for WBR and MBR
  • Team Building and supporting new process launches
  • Supervised quality control process to ensure adherence to service standards
  • Creating sprints and sharing with the entire vertical
  • Taking initiatives when proposing any new ideas and strategies

Team Leader

[24]7.ai
Bengaluru
04.2019 - 02.2024
  • Directed a non-voice international SaaS support team with 98% SLA compliance.
  • Provided real-time coaching to 12+ team members, boosting customer satisfaction scores by 18%.
  • Collaborated with cross-functional teams to ensure seamless service delivery.
  • Played a pivotal role in resolving escalations, maintaining client trust and satisfaction.
  • Having a deep understanding of the client's business processes.
  • Setting clear team goals and performance targets.
  • Providing coaching, feedback, and mentoring to team members.
  • Providing regular updates and reports to the client on team performance.
  • Maintaining records of team performance, client interactions, and process documentation
  • Conducting performance evaluations and setting development goals

Executive - OE Coding

Markelytics Solutions Pvt Ltd
Bengaluru
11.2016 - 03.2019
  • Coordinated market research projects, ensuring on-time, high-quality deliverables.
  • Implemented coding quality checks, reducing errors by 10%.
  • Strengthened client relationships by addressing feedback promptly and effectively.
  • Handling primary research online and offline projects in Market Research.
  • Reviewed the materials by organizing meeting with internal team and client to take the project forward

Education

BBA - BBA

University of Mysore
Mysore, India
01.2025 - Current

High School Diploma -

Rajiv Gandhi Memorial Polytechnic
Bengaluru
06.2013 - 06.2016

SSLC -

South End English High School
Bengaluru
04.2012 - 04.2013

Skills

Proficient in MS Office Suite

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Certification

Power BI Certification

Awards

  • Circle of Excellence - Recognized for Outstanding Team Leadership (Q2 FY23)
  • Monthly Champion - Surpassed targets consistently (2019-2023)
  • Blueprint and Bedrock Certified for operational excellence

Avowal

All information provided herein is verified to be true and complete to the best of knowledge.

Timeline

BBA - BBA

University of Mysore
01.2025 - Current

Team Leader

Revolut
03.2024 - Current

Team Leader

[24]7.ai
04.2019 - 02.2024

Executive - OE Coding

Markelytics Solutions Pvt Ltd
11.2016 - 03.2019

High School Diploma -

Rajiv Gandhi Memorial Polytechnic
06.2013 - 06.2016

SSLC -

South End English High School
04.2012 - 04.2013

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Karthick KSaaS Operations & Customer Experience Leader