Summary
Overview
Work History
Education
Skills
Personal Information
Languages
Timeline
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Karthik U

Bangalore

Summary

Associate Manager at Phonepe with strong leadership and analytical capabilities, focused on process optimization and customer satisfaction enhancement. Managed diverse teams, achieving notable cost reductions and improved operational efficiency. Recognized for strategic thinking and stakeholder management, fostering collaboration and team excellence.

Overview

12
12
years of professional experience

Work History

Associate Manager

Phonepe
Bengaluru
08.2016 - 06.2025
  • Own key performance indicators for the team, manage processes to achieve goals, and motivate and train your team to achieve.
  • Managing a team size of 30 agents in-house and 10 at the vendor location to handle multiple LOBs: Ace Help Desk, Lending Help Desk, and Escalation Desk.
  • Developed and implemented strategies to ensure cost-efficient operations by moving AHD and ED L1 to the vendor site.
  • Ensured compliance with company regulations, laws, and safety standards.
  • Monitored customer complaints and provided timely solutions to improve customer experience.
  • Analyzed financial data to identify trends and areas for improvement.
  • Tracked project milestones and communicated updates to stakeholders.
  • Identified opportunities for process improvements and increased efficiency.
  • Provided guidance on complex projects ensuring deadlines were met.
  • Created presentations summarizing quarterly results for senior leadership teams.
  • Managed daily workflow of team members to meet organizational goals.
  • Resolved conflicts between employees or customers in a professional manner.
  • Assisted in developing policies and procedures that improved customer satisfaction ratings.
  • Collaborated with senior management to develop annual operational plans.
  • Evaluated performance of team members and provided consistent coaching to improve skills.
  • Organized team activities to build camaraderie and foster pleasant workplace culture.
  • Recruited and trained new employees to meet job requirements.
  • Held regular one-on-one meetings with employees to review performance and priorities and provide feedback.
  • Managed vendor performance to maximize profitability and achieve financial objectives.
  • Built performance dashboards, dedicated to DT.
  • Picked three pilot projects: Lending Helpdesk, Ace Help Desk, and EDC Priority Helpdesk.
  • Oversaw the training and onboarding process for all newly hired employees within the lending help desk, escalation desk, and Ace help desk.
  • Maintain morale by establishing trust among Specialists and Team Leads.
  • Plan and lead high-impact initiatives to reduce the overall product and process defects, as well as experience erosion.
  • Create specific project plans based on the requirements: Ace app bot flows, inbound channel for in-house.
  • L2 automations are eradicating the email channel for the Escalation desk.
  • Collaborate with different cross-functional managers.
  • Manage internal and external stakeholders.
  • Grooming team members to higher levels and coaching them on leadership skills.

Practitioner

Concentrix Daksh Services India Pvt Ltd
Bengaluru
08.2014 - 03.2016
  • Provided excellent customer service by efficiently resolving issues and responding to inquiries.
  • Collected customer information and analyzed customer needs to recommend potential products or services.
  • Improved customer satisfaction scores through application of superior conflict resolution and problem-solving skills.
  • Given value adds to the process.
  • I received appreciation for good quality of work and also picked up Nodal and L2 process.

Transaction Processor

ACE Xerox Co Ltd
Bangalore
06.2013 - 05.2014
  • Email follow up for the process gaps/inflow and new scenarios with clients.
  • Quality Check of Team members work.
  • Trained 10 associates on the process.
  • Verification of the final documents before processing.
  • Handled client calls on process updates and training.
  • Responsible for updating the training plans & Schedules for the process.
  • Awarded as Best Employee for OND 2013 quarter.
  • Was picked to train new employees and handle client calls.

Education

MBA - Finance

Sikkim Manipal University
Distance
04-2016

BBA - Finance

M.S.Ramaiah College of Arts, Science & Commerce
Bengaluru
10-2013

Skills

  • Analytical skills
  • Cost optimization
  • Problem solving
  • Decision-making skills
  • Leadership skills
  • Customer service and satisfaction
  • Process optimization
  • Employee training
  • Presentation skills
  • Stakeholder management
  • Vendor management
  • Operational planning
  • Cross-functional collaboration
  • Presentations
  • Public speaking
  • Resource allocation
  • Strategic thinking
  • Recruitment and hiring
  • Performance reviewing
  • Microsoft office expertise
  • Quality assurance
  • Team building
  • Performance management
  • Data analysis

Personal Information

Date of Birth: 20/04/1991

Languages

Hindi
Upper Intermediate (B2)
B2
English
Proficient (C2)
C2
Tamil
Native
Native
Telugu
Intermediate (B1)
B1
Kannada
Proficient (C2)
C2

Timeline

Associate Manager

Phonepe
08.2016 - 06.2025

Practitioner

Concentrix Daksh Services India Pvt Ltd
08.2014 - 03.2016

Transaction Processor

ACE Xerox Co Ltd
06.2013 - 05.2014

MBA - Finance

Sikkim Manipal University

BBA - Finance

M.S.Ramaiah College of Arts, Science & Commerce

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Karthik U