KARTHIK GUPTA
Hyderabad
Summary
Motivated Team Lead possessing excellent leadership and planning abilities. Focused on delivering high-quality products on tight schedules. Monitors, trains and encourages employees to improve skills and meet demanding targets. History of successfully developing and managing strong teams through proactive training and issue management.
Overview
10
10
years of professional experience
Work History
Team Lead
Accenture
Hyderabad
12.2018 - Current
- Manage and review operational reports, manage daily team activities, create and maximize relationships with client partners, manage key business metrics, performance management and appraisals, attend business reviews with the client, participate in cross functional meetings, etc.
- Conducted performance appraisals for team members, providing feedback and identifying areas of improvement.
- Developed strategies to increase team productivity and improve customer service levels.
- Monitored team performance against targets, taking corrective action where necessary.
- Organized regular meetings with all stakeholders to ensure clear communication between departments.
Subject Matter Expert/Tier 3 Technical Support Representative
Accenture
Hyderabad
09.2015 - 11.2018
- Provided top-tier technical support for Pixel Android users, conducted triage and verification of product bugs, implemented process redesigns, served as an Escalation Consultant, reviewed and updated internal knowledge base, contributed subject matter expertise, participated in weekly syncs, retrieved and reviewed device logs and bug reports, assumed supervisory responsibilities, generated various written communications, communicated technical information, created support documentation, etc.
- Drafted technical documents, such as user manuals and training materials, to ensure accuracy of content.
- Provided subject matter expertise and guidance to cross-functional teams in the development of new products.
- Conducted market research and analysis to identify industry trends and customer requirements.
- Reviewed product specifications prior to launch in order to ensure accuracy of data points across all channels of distribution.
Digital Marketing Advisor
[24]7.ai
Bangalore
06.2014 - 08.2015
- User Support and online sales representative for Optus Sales Team, developed complex and custom sales techniques, supervised colleagues, acted as primary point-of-contact between Sales and internal marketing operations, received best performed Award, exceeded goals, helped resolve client problems, etc.
Education
BE Electronics and Communication Engineering -
Anna University
09.2013
Skills
- ITIL
- GROW Coaching
- BPO experience
- Strong oral and written communication skills
- ITIL Trained
- MS Office proficiency
- SQL
- Performance maximization and feedback provision
- Analytical skills for process improvement
- Goal-oriented task planning and execution
- Stakeholder communication proficiency
- Customer service expertise
- Team collaboration
- BPO & CONTENT MODERATION
- Performance monitoring
- Employee engagement
- Performance Improvement
- Coaching and Mentoring
- Talent Acquisition
- Key Performance Indicators
Passions
- IT Service Management: Combine ITIL training with management skills to work in IT service management roles, ensuring efficient and effective delivery of IT services.
- Team Collaboration Specialist: Build a career in roles that require effective teamwork, such as project management, team leadership, or collaborative research.
Languages Known
- ENGLISH
- Telugu
- Hindi
- Tamil Beginner
Timeline
Team Lead
Accenture
12.2018 - Current
Subject Matter Expert/Tier 3 Technical Support Representative
Accenture
09.2015 - 11.2018
Digital Marketing Advisor
[24]7.ai
06.2014 - 08.2015
BE Electronics and Communication Engineering -
Anna University