Karthik Prasad H
Subject Matter Expert
Bangalore
Summary
Experienced in delivering top-notch customer service and resolving complex issues promptly, thriving in fast-paced environments to ensure customer satisfaction and foster positive relationships, with excellent communication and problem-solving skills.
Overview
15
15
years of professional experience
2010
2010
years of post-secondary education
Work History
Customer Service Subject Matter Expert
Concentrix
10.2020 - Current
- Analyzed customer feedback data to identify trends and opportunities for process improvement initiatives.
- Mentored new hires, providing guidance on best practices, company policies, and exceptional customer service techniques.
- Actively participated in interdepartmental meetings, representing the voice of the customer service function while collaborating with other departments on strategic initiatives.
- Increased first-contact resolution rates through proactive problem-solving and clear communication strategies.
- Served as the primary point of contact for escalated customer concerns, ensuring timely resolutions while maintaining professionalism and empathy.
- Implemented a comprehensive knowledge base system, improving access to information for both team members and customers alike.
- Developed and implemented training programs to increase team knowledge and performance in handling customer inquiries.
- Collaborated with cross-functional teams to improve overall customer experience and product quality.
- Evaluated existing workflows to uncover areas of potential improvement or optimization, leading to more streamlined operations.
Senior Customer Service Representative
Aegis Limited
01.2020 - 10.2020
Senior Customer Service Representative
Bundl Technologies Pvt Ltd
09.2019 - 12.2019
Senior Customer Support Officer
Mphasis
11.2014 - 07.2019
Senior Service Desk Analyst
Magna Infotech Ltd (J P Morgan Chase)
04.2013 - 07.2013
Senior Customer Service Representative
Firstsource Solutions Pvt Ltd
03.2011 - 04.2013
Customer Care Executive
Aegis Limited
05.2010 - 11.2010
Education
Class XII -
Siddhartha P U College
Class X - undefined
Siddhartha Public School
Skills
Training and mentoring
Strategic thinking
Creative solutions
Strong analytical skills
Deep expertise
Problem-solving abilities
Teamwork and collaboration
Effective communication
Adaptability and flexibility
Accomplishments
- Telephone Service - Professionally processed 80+ calls per day, providing information and service to ensure customer satisfaction.
- Conflict Resolution - Responsible for handling customer account inquiries, accurately providing information to ensure resolution of product/service complaints and customer satisfaction.
- Collaborated with team of 15 in the development of CMT NPS Improvement.
- Supervised team of 58 staff members.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
Personal Information
- Father's Name: M G Hari Prasad
- Date of Birth: 08/16/91
- Gender: Male
Timeline
Customer Service Subject Matter Expert
Concentrix
10.2020 - Current
Senior Customer Service Representative
Aegis Limited
01.2020 - 10.2020
Senior Customer Service Representative
Bundl Technologies Pvt Ltd
09.2019 - 12.2019
Senior Customer Support Officer
Mphasis
11.2014 - 07.2019
Senior Service Desk Analyst
Magna Infotech Ltd (J P Morgan Chase)
04.2013 - 07.2013
Senior Customer Service Representative
Firstsource Solutions Pvt Ltd
03.2011 - 04.2013
Customer Care Executive
Aegis Limited
05.2010 - 11.2010
Class X - undefined
Siddhartha Public School
Class XII -
Siddhartha P U College