Summary
Overview
Work History
Education
Skills
Awards
Disclaimer
Timeline
Generic

Karthik Jayaram

Bangalore

Summary

Accomplished professional with over 14 years of experience in the service sector, having worked with leading multinational brands. Currently serving as an Accounts Receivable & Payable Executive at Sutherland Global Services, supporting the Iron Mountain client. Demonstrated excellence in client servicing, customer support, and back-office operations, with a proven track record of building strong client relationships and delivering results in fast-paced environments. Possess strong interpersonal skills with the ability to engage effectively across all levels of an organization. Highly motivated to leverage my experience, skills, and dedication in a challenging role that contributes to achieving organizational goals.

Overview

14
14
years of professional experience
5
5
Languages

Work History

Senior Associate

Sutherland Global Services Ltd
03.2022 - Current
  • Customer payment analysis, tracking & updating daily cash deposits & report
  • Processing Credit Applications & Credit Limits.
  • Monitor customer account details for non-payments, delayed payments & other irregularities.
  • Review AR aging to ensure compliance.
  • Maintain accounts receivable customer files & records
  • HHD Receipts checking & confirmation on daily basis in FMCG
  • Conversion of PDC cheques
  • Follow established procedures for processing receipts etc.
  • Opening & blocking of Cash Van Customers.

Sales Coordinator

Iron Mountain India Pvt. Ltd
02.2018 - 02.2022
  • Assist the sales team with day-to-day operations and administrative tasks.
  • Coordinate with internal departments (finance, logistics, operations) to ensure smooth order processing and delivery.
  • Prepare and send quotations, sales proposals, and contracts to clients.
  • Track and follow up on sales leads, client queries, and quotations.
  • Maintain regular communication with clients for order updates, service feedback, and issue resolution.
  • Ensure high levels of customer satisfaction by addressing queries promptly and professionally.
  • Maintain and update customer databases and records (CRM systems).
  • Generate and analyze sales reports, performance metrics, and forecasts for the management team.
  • Maintain accurate documentation for sales transactions, agreements, and client communications.
  • Assist in preparing monthly/quarterly sales reviews and dashboards.
  • Schedule meetings, appointments, and follow-ups for the sales team.
  • Support field sales staff with backend requirements like documentation, product information, and lead tracking.
  • Help ensure sales targets and deadlines are met through consistent follow-up and reporting.
  • Process incoming orders and ensure timely delivery by coordinating with logistics and warehouse teams.
  • Monitor inventory levels to ensure availability of products and avoid delays.
  • Act as a liaison between the sales team and other departments such as marketing, finance, and operations.
  • Facilitate clear communication and resolve any issues affecting the sales process.
  • Coordinate service and support for clients post-sale, ensuring issues are addressed and resolved.
  • Collect feedback from clients and escalate concerns to relevant teams when necessary.

Customer Service Representative – Customer Care

Atria Convergence Technologies Pvt. Ltd. (ACT Fibernet)
06.2015 - 06.2017
  • Handle inbound and outbound customer calls, emails, or chats to address inquiries, issues, or complaints.
  • Provide accurate, valid, and complete information to customers about products, services, billing, or technical issues.
  • Troubleshoot and resolve customer complaints efficiently and professionally.
  • Escalate unresolved or complex queries to the appropriate department or supervisor.
  • Log customer requests, service issues, and complaints into the CRM/ticketing system.
  • Follow up on open cases to ensure timely resolution and customer satisfaction.
  • Maintain detailed records of customer interactions, comments, and complaints.
  • Prepare daily/weekly reports on customer interactions, feedback, and recurring issues.
  • Collaborate with technical teams, field support, and billing departments to ensure prompt resolution of service-related issues.
  • Communicate service outages, maintenance schedules, and downtime information to customers proactively.
  • Identify opportunities to retain customers or upsell/cross-sell relevant services or upgrades when appropriate.
  • Meet or exceed performance metrics such as First Call Resolution (FCR), Average Handling Time (AHT), and Customer Satisfaction Score (CSAT).
  • Follow standard operating procedures (SOPs), quality standards, and company policies during customer interactions

Team Leader – Back Office

Shark Solutions Pvt. Ltd
05.2014 - 12.2014
  • Led a team of 12 members in the CAF (Customer Application Form) verification process, ensuring timely and accurate validation of customer documents as per TRAI (Telecom Regulatory Authority of India) compliance.
  • Oversaw end-to-end documentation workflow including data entry, form verification, discrepancy handling, and escalation management.
  • Coordinated with backend teams and field staff to resolve documentation errors or missing information.
  • Maintained daily productivity reports, quality check metrics, and ensured that SLA targets were met consistently.
  • Conducted team briefings, performance reviews, and training sessions to enhance team efficiency and process accuracy.
  • Interfaced with the client (TATA DOCOMO) regularly for updates, audits, and compliance reviews.

Tele caller – Tele Marketing

Serco BPO Pvt. Ltd
07.2011 - 12.2013
  • Made outbound calls to potential customers to promote TATA DOCOMO products and services.
  • Followed pre-defined call scripts and pitched offerings effectively to generate interest.
  • Identified customer needs through active listening and recommended suitable products or plans.
  • Converted inquiries and cold leads into successful sales or qualified leads for the field sales team.
  • Built strong rapport with customers to understand their requirements and enhance engagement.
  • Handled objections confidently by providing clear, relevant product/service information.
  • Maintained accurate and up-to-date records of customer interactions and outcomes in the CRM system.
  • Regularly updated and managed the lead database to ensure lead quality and follow-up effectiveness.
  • Consistently met or exceeded daily, weekly, and monthly calling and sales targets.
  • Conducted timely follow-ups with potential customers to close sales and maximize conversions.
  • Collected and documented customer feedback on campaigns, sharing insights with the marketing team.
  • Ensured compliance with company policies, call scripts, and telecom regulatory guidelines.

Education

Bachelors - Business Management

Bangalore University
10.2025

PUC - undefined

R.P.A First Grade College
03.2008

Skills

  • Financial Records & Reporting
  • Accounts Receivable
  • Executive Team Leadership
  • Process Improvement
  • Client/Vendor Relationship
  • Strong Negotiation Skills
  • Relationship Building
  • Interpersonal Skills
  • Billing & Collections

Awards

Best Performance of the year award, Sutherland Global Services Ltd, 2023-03-17

Disclaimer

PLACE: Bangalore. Date : karthik J

Timeline

Senior Associate

Sutherland Global Services Ltd
03.2022 - Current

Sales Coordinator

Iron Mountain India Pvt. Ltd
02.2018 - 02.2022

Customer Service Representative – Customer Care

Atria Convergence Technologies Pvt. Ltd. (ACT Fibernet)
06.2015 - 06.2017

Team Leader – Back Office

Shark Solutions Pvt. Ltd
05.2014 - 12.2014

Tele caller – Tele Marketing

Serco BPO Pvt. Ltd
07.2011 - 12.2013

PUC - undefined

R.P.A First Grade College

Bachelors - Business Management

Bangalore University

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