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
Proficient in Word
Excel spreadsheet management
Tableau analytics experience
Looker data analysis
Data-driven decision making
Team leadership
Teamwork and collaboration
Work planning
Problem-solving
Mentoring
People management
Team building
Leading team meetings
Performance improvement
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