Summary
Overview
Work History
Education
Skills
Languages
Personal Information
Certification
Languages
Timeline
Generic
Karthik Kirubakaran

Karthik Kirubakaran

Bengaluru

Summary

Dedicated Customer Service Representative with a proven ability to establish and maintain excellent communication and relationships with clients. Bilingual, hardworking, and skilled in overseeing the maintenance and upkeep of facilities. Personable and dedicated representative with extensive experience in industry. Solid team player with upbeat, positive attitude and proven skill in establishing rapport with clients. Motivated to maintain customer satisfaction and contribute to company success. Articulate, enthusiastic and results-oriented with demonstrated passion for building relationships, cultivating partnerships and growing businesses.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Customer Service Representative

Gohighlevel Inc
Bangalore
04.2024 - Current
  • Provided technical support to customers via zoomcall, email, and chat.
  • Effectively resolved conflicts in high-stress environments
  • Assisted customers with product , CRM, Automations, Funnels, Course building, Domains, Scheduling, Form Building and Third party Integrations effectively.
  • Handled intricate client concerns with efficiency
  • Leveraged Zendesk CRM tools to streamline daily workflow
  • Evaluated internal workflows regularly, driving improvements in operational efficiency
  • De-escalated problematic customer concerns, maintaining calm, friendly demeanor.
  • Ensured positive experiences by providing informed and amiable assistance
  • Escalated unresolved technical problems to higher management for further analysis.
  • Fostered collaborative relationships with colleagues and supervisors
  • Maintained up-to-date product expertise facilitating excellent customer satisfaction

Sales Development Representative

Parablu systems Inc
Bengaluru
08.2023 - 12.2023
  • Access tools like Salesforce to list down the leads and use of K-aspr, Apollo.io look out for leads, understand their business, know the number of users in the organisation and contact the right prospect
  • Facilitated communication between marketing and operations for effective customer integration
  • Developed robust CRM strategies to track customer interactions
  • Generated substantial revenue by regularly meeting and exceeding sales targets
  • Established protocol for handling user complaints

Senior Customer Experience (Level 2 Escalations)

slice
Bengaluru
03.2022 - 06.2023
  • Handling L1 call transfers and call backs, escalated emails, social media chats and SWAT calls
  • Executed generation of detailed user statements through SQL and Databricks
  • Work closely with the Product team, Tech team and other internal and external stakeholders to triage problems and get the resolution delivered in a timely manner
  • Provided feedback on performance quality of the L1 team's responses
  • Achieve noticeable improvements in customer interactions through precise data delivery
  • Experience managing CRMs including Zendesk, Freshdesk, and Ameyo
  • Evaluated high-risk transaction activities based on business nature
  • Monitoring gateway transactions consistently
  • Clarifying updates and policies issued by digital finance regulators
  • Supported L1 team in achieving excellent first call outcomes
  • Authorized waivers according to internal risk protocols
  • Resolved profile holds based on risk assessments
  • Identified optimal solutions for user needs as necessary
  • Establish trust with clients by engaging in open dialogue
  • Documented each exchange for relevant team member review
  • Advanced to position of Acting Team Leader as of March 2023
  • Collaborated with a 6-member team to identify user handling challenges
  • Managed and observed daily operations within the customer service group
  • Optimized team's operational effectiveness through strategic analysis of call volumes
  • Pinpointed key enhancements within current customer service workflows.
  • Conducted periodic call audits to maintain compliance with company standards by agents
  • Motivated team to share insights on enhancing customer service.
  • Designed approaches supporting employees in fulfilling aims
  • Facilitated ongoing training sessions focused on product knowledge
  • Prepared detailed management reports based on metrics analysis

Business Development Specialist

Omnipay UK
Bengaluru
10.2021 - 02.2022
  • Researched leads leveraging Google, Lusha, and LinkedIn Navigator
  • Comprehended business line requirements
  • Facilitated direct communication with influential proprietors
  • Expanded lead database through effective use of Zoho CRM
  • Reached out to cold leads to discuss potential business applications
  • Streamlined onboarding process
  • Enhanced client interaction leading to increased sales conversions
  • Trackers maintained to ensure high visibility for follow-ups with prospects and leads
  • Secured collaborations with major stakeholders, amplifying brand exposure
  • Achieved reduction in operating expenses by negotiating lower costs with vendors
  • Designed marketing collateral achieving higher brand visibility

Lead Generation Specialist

Azuga Telematics Private Limited
Bengaluru
03.2021 - 09.2021
  • Provided concise product information during cold calls
  • Organized demonstrations showcasing product features to prospects
  • Extracted high-quality leads via Zoominfo and Google searches
  • Proficient in utilizing Salesforce and Outreach CRM systems
  • Effectively accomplished objectives, resulting in increased sales
  • Performed thorough research identifying potential customer bases
  • Developed automated workflows boosting productivity
  • Created a referral initiative driving monthly lead growth

Senior Support Specialist

BCD Travel India Private Limited
Bengaluru
07.2017 - 03.2019
  • Booked flights for corporate clients through email correspondence and calls.
  • Handled various aspects of data management in sourcing hotels
  • Conducting data import using web-based tools
  • Contributed to accurate data management within the hotel sourcing team
  • Facilitated RFP process with email correspondence to hotel account managers
  • Successfully maintained key client relationships
  • Evaluate rate verification programmes for hospitality establishments
  • Skilled in handling various GDS platforms such as Amadeus, Sabre, Apollo and Lanyon
  • Implemented customer assistance programs, reducing inquiry volume

Senior Customer Support Executive

247.ai
Bengaluru
08.2016 - 05.2017
  • Gained specialized training on processes like Amadeus and Worldspan, worked with travel, airlines, hospitality Roles
  • Coordinated package reservations efficiently
  • Manage schedule modifications and resolve issues
  • Collaborated with travel partners to resolve travel and accommodation issues
  • Oversaw daily management of GDS queues for quality compliance
  • Coordinated budget-friendly flights based on client travel needs
  • Managed critical incidents proficiently
  • Determined cost-effective travel arrangements for emergencies
  • Facilitated seamless upgrades in response to client needs
  • Handled high-frequency change requests for optimal alignment with client needs
  • Boosted company profitability with strategic training methods
  • Showcased effective problem-solving strategies

Customer Support Executive

Aegis Global Pvt Ltd
Bengaluru
01.2015 - 02.2016
  • Trained on the Amadeus platform for airlines, hotels, and activities
  • Facilitated seamless booking experiences by addressing inquiries
  • Consistently tracked and boosted performance with weekly analytical insights
  • Tailored assistance for elite clientele within prompt timelines
  • Optimized workflow to enhance efficiency in handling customer inquiries

System Administrator

Link International
Bengaluru
03.2012 - 07.2014
  • Troubleshooting computers, Inkjet and Laser printers
  • Configured diverse operating environments like Windows, Ubuntu, Kali
  • Assessed network integrity and performance
  • Ensured proper hardware substitution through strategic spare parts budgeting
  • Ensured secure application and data access through managed user accounts
  • Deployed and managed Linux and Windows server infrastructure
  • Achieved lower security incident rates through enhanced protections
  • Addressed technical challenges promptly, leading to a decrease in ticket volume

Education

MBA - Business Analytics

D Y Patil Vidyapeeth
Pune
09-2025

B.com -

Calorx Teacher's University
Ahmedabad
05.2018

PUC -

KSOEEB
Bengaluru
03.2015

10th (SSLC) -

Mother Mary English School
Bengaluru
03.2006

Skills

  • Call Management
  • Appointment Scheduling
  • Report Generation
  • Product Knowledge
  • Inbound and Outbound Calling
  • CRM Software
  • Building rapport
  • Senior leadership support
  • Service standard compliance
  • Microsoft PowerPoint
  • Microsoft Office expertise
  • Quality Control
  • Call center procedures
  • Multi-Task Management
  • International sales support
  • Adaptive team player
  • Key stakeholder relationship building
  • Escalation management
  • Payment Processing
  • SQL and Excel expertise
  • Microsoft SQL Server
  • Stress Management
  • Adaptability
  • Documentation skills
  • Organizational Skills
  • Work Planning
  • Performance Evaluations
  • Expectation setting
  • Performance Improvement
  • Meeting facilitation
  • Key Performance Indicators

Languages

  • English
  • Kannada
  • Hindi
  • Tamil
  • Telugu
  • Malayalam

Personal Information

Nationality: Indian

Certification

  • Certified Lean Six Sigma - Black Belt
  • Certified Total Quality Management

Languages

English
First Language

Timeline

Customer Service Representative

Gohighlevel Inc
04.2024 - Current

Sales Development Representative

Parablu systems Inc
08.2023 - 12.2023

Senior Customer Experience (Level 2 Escalations)

slice
03.2022 - 06.2023

Business Development Specialist

Omnipay UK
10.2021 - 02.2022

Lead Generation Specialist

Azuga Telematics Private Limited
03.2021 - 09.2021

Senior Support Specialist

BCD Travel India Private Limited
07.2017 - 03.2019

Senior Customer Support Executive

247.ai
08.2016 - 05.2017

Customer Support Executive

Aegis Global Pvt Ltd
01.2015 - 02.2016

System Administrator

Link International
03.2012 - 07.2014

MBA - Business Analytics

D Y Patil Vidyapeeth

B.com -

Calorx Teacher's University

PUC -

KSOEEB

10th (SSLC) -

Mother Mary English School

Similar Profiles

CREATE PROFILE
Karthik Kirubakaran