Summary
Overview
Work History
Skills
Coursework
Languages
Timeline
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KARTHIK PRAKASH

Bengaluru

Summary

Results-driven professional with over 9 years of expertise in process design and operations management. Specializes in developing strategies that enhance operational efficiency and customer experience while achieving significant cost reductions. Skilled in leveraging data analytics to create dashboards for informed decision-making and identifying improvement opportunities. Demonstrated success in reducing resolution times and increasing customer satisfaction, alongside strong capabilities in achieving KPIs.

Overview

11
11
years of professional experience

Work History

Assistant Manager - Process Excellence

Namma Yatri
Bengaluru
06.2024 - Current
  • Assisted in the development of operational strategies to ensure efficient and productive operations.
  • Collaborated with management on developing strategic plans for achieving business goals.
  • Developed and implemented strategies to improve customer satisfaction and operational efficiency.
  • Coordinated resolution of escalated incidents in accordance with agreed-upon SLAs.
  • Analyzed data from various sources to create reports on service level performance trends over time.

Assistant Manager - Business Operations

Flipkart Internet Private Limited
Bengaluru
09.2022 - 05.2024
  • Created and sustained dashboards delivering real-time insights into business operations.
  • Developed and executed a business continuity plan ensuring uninterrupted operations.
  • Enhanced customer experience, resulting in annual savings of 30 crores.

Lead - Business Operations

Flipkart Internet Private Limited
Bengaluru
03.2021 - 08.2022
  • Did root cause analysis (RCA) on why the customers are rating us low and this lead to identification of higher return period to the customer.
  • Worked on the problem statement and helped in bringing the number of days from 7 to 3 days for the customers to get the resolution.

Team Lead

Flipkart Internet Private Limited
Bengaluru
04.2020 - 02.2021
  • Maintained a high-performing team by making sure the team members are heard and created a positive work atmosphere.
  • Worked on the CSAT/ Resolution Rate Yes % with the team and took up the scores from 75% to 90%.

Senior Specialist

Flipkart Private Internet Limited
Bengaluru
01.2019 - 03.2020
  • Led a team of specialists to successfully maintain the KPI metrics.
  • Made sure all the escalations are handled with the utmost care in order to make sure the brand name is not tarnished.

Specialist

Flipkart internet Private Limited
Bengaluru
12.2014 - 12.2018
  • Ensured that all customer queries are addressed within 120 secs and achieved an FCR Rating of 80%+ consistently during the role handled.

Skills

  • Microsoft Office Suite
  • Excel proficiency
  • Effective communication
  • Strategic analysis
  • Design thinking
  • Standard operating procedures
  • Presentation design
  • Business process management
  • Large-scale transformation

Coursework

  • Green Belt
  • Design Thinking
  • Kaizen & Kanban
  • SQL

Languages

English
First Language
Hindi
Advanced (C1)
C1
Kannada
Advanced (C1)
C1
Tamil
Upper Intermediate (B2)
B2

Timeline

Assistant Manager - Process Excellence

Namma Yatri
06.2024 - Current

Assistant Manager - Business Operations

Flipkart Internet Private Limited
09.2022 - 05.2024

Lead - Business Operations

Flipkart Internet Private Limited
03.2021 - 08.2022

Team Lead

Flipkart Internet Private Limited
04.2020 - 02.2021

Senior Specialist

Flipkart Private Internet Limited
01.2019 - 03.2020

Specialist

Flipkart internet Private Limited
12.2014 - 12.2018

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KARTHIK PRAKASH