Karthik Prabhu
Operations Manager, Customer Experience
Bangalore,Karnataka
Every problem is a gift—without problems we would not grow.
Tony Robbins
Summary
Dedicated and Self-motivated Operations Manager with over 9 years of experience with dedication to partnering with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings, problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Overview
10
10
years of professional experience
4
4
Languages
3
3
years of post-secondary education
Work History
Operations Manager, Customer Experience
Swiggy
Bangalore , Karnataka
04.2021 - 02.2024
- Created comprehensive training programs for new hires, resulting in faster onboarding and increased productivity.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future decisions. Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Addressed problems with accounting, billing, and service delivery to maintain and enhance client satisfaction.
- Built and strengthened long-lasting client relationships based on accurate price quotes and customer-centric terms.
- Managed team of 500 customer service representatives, ensuring top-notch service delivery to customers.
- Optimized call routing strategies to decrease call abandonment rates and improve overall customer experience.
- Increased employee retention through effective coaching, mentoring, and professional development opportunities.
- Reached target KPIs (CSAT, TAT etc..) consistently by closely monitoring agent performance, providing ongoing coaching, and addressing any gaps in knowledge or skill sets. Led successful cross-functional initiatives for continuous improvement in the contact center environment.
- Implemented long term planning and strategizing to improve the unit economics, customer experience and delivery executive experience policies and standard operating procedures and managed quality, customer service.
- Analyzed key performance indicators to identify areas for improvement and develop action plans accordingly at DE issues.
- Supported the product management team in improving on existing product features and developing new features. conceptualized and assisted the product manager in developing Outside Order Support, which assisted associates to help delivery executives issues.
- Delivered positive customer experiences by implementing effective quality assurance practices.
- Produced SOPs to document workplace procedures and optimize productivity through standardization.
Area Manager II, Business Operations
Swiggy
Bangalore , Karnataka
01.2020 - 03.2021
- Managing strategy for Bengaluru, Mangalore, Mysore and Rest of Karnataka operations of food delivery service line.
- Reduced cost per delivery(CPD) of Hubli by Rs.12(~27%), Belgaum by Rs.14(~30%) and Mangalore by Rs.10(~20%) to improve unit economics of the Rest of Karnataka cluster.
- Managing effectively and efficiently resolving delivery partners outside order issues, which was earlier solved via inbound calls and hub visits. Eventually towards reduction in tickets & Fixing Pain-points for delivery partners.
- Single point control on all the DE related Metrics/Concerns/Attributes/Resolutions.
- Elevate delivery partner market related inputs reach the leadership and strategy team to formulate business conducive plans.
- Analyzing day to day demand-supply statistics and taking effective measures to obtain improved and trouble-free operational processes.
Area Manager I, Business Operations
Swiggy
Bangalore, Karnataka
11.2018 - 01.2020
- Developed operating budgets for hubs and worked cooperatively with teams to control expenses, eliminate waste and reduce overhead costs.
- Facilitated smooth communication channels between drivers and supply to improve overall operational flow.
- Managed strategy for Bengaluru City Operations of food delivery service line.
- Increased team productivity by streamlining processes and implementing more efficient systems.
- Worked with leadership on executing projects like DE engagement and PDP changes Drove ~6 city launches in the Karnataka cluster with a lean team.
- Managed cross functional interactions on metric improvements and city expansions & implemented SOPs to tackle BAU metrics which was later centralized.
Senior Catalog Associate
Amazon
Bangalore, Karnataka
08.2015 - 11.2018
- Responsible for managing defect reduction process for UK Domain involving vendor calls, written communication, managing reports, driving projects and accomplishment of core team metrics.
- Streamlined catalog search functionality for improved customer experience.
- Served as a subject matter expert during high-level meetings with stakeholders, providing valuable insights on industry trends and best practices in catalog management.
- Involved in Catalog management, quality, and updates, approve or disapprove audit entries based on pre-defined guidelines and explain logical reasoning behind approve/reject decision.
Quality Verifier
Flipkart
Bangalore , Karnataka
06.2014 - 08.2015
- Handling Quality monitoring for catalog of the various products written by the catalog team of over 20 Verifiers.
- Responsible for closure of the escalations raised by the Business Development team by doing RCA on the issue.
Education
Bachelor's Of Business Management - Finance
2011.06 - 2014.05
Skills
Decision Makingundefined
Work Preference
Work Type
Full TimeLocation Preference
On-SiteHybridRemoteImportant To Me
Company CultureWork-life balanceCareer advancementWork from home optionTimeline
Operations Manager, Customer Experience - Swiggy
04.2021 - 02.2024
Area Manager II, Business Operations - Swiggy
01.2020 - 03.2021
Area Manager I, Business Operations - Swiggy
11.2018 - 01.2020
Senior Catalog Associate - Amazon
08.2015 - 11.2018
Quality Verifier - Flipkart
06.2014 - 08.2015
Surana Collge, Bangalore University - Bachelor's Of Business Management , Finance
2011.06 - 2014.05