Summary
Overview
Work History
Education
Certification
Skills
Work Preference
Timeline
Generic

GUDALA KARTHIK KUMAR

Manager - Customer Success
Hyderabad,Telangana

Summary

Highly dedicated and results-driven professional with a strong background in client relationship management and team leadership. Seeking a challenging role where I can leverage my experience in providing exceptional support, driving operational efficiency, and fostering client satisfaction.

Overview

9
9
years of professional experience
1
1
Certification
1
1
Language

Work History

Manager

Ceipal Software Private LTD
03.2024 - Current
  • Collaborated with cross-functional teams to address customer concerns and provide timely resolutions
  • Conducted in-depth product training for clients and internal team members to ensure optimal utilization of the platform
  • Conduct performance evaluations and provide feedback to team members to foster professional growth
  • Drive initiatives to improve product features and functionality based on client feedback and market demands
  • Collaborate with cross-functional teams to drive project deliverables and ensure timely execution
  • Collaborated with Operations and other departments to promptly address training requirements and queries
  • ACHIEVEMENTS:
  • Developed audit framework which ensured 90% Consistency for manual review
  • Prepared Monthly Deck on complete stats to present to the Senior leadership team
  • Streamlined the Complete Issues & requirements cycle from raising the bugs to sharing the feedback.

Associate Manager

Ceipal Software Private LTD
08.2021 - Current
  • Manage a team and oversee their performance, providing guidance and support as needed
  • Oversee client accounts, ensuring high levels of customer satisfaction and retention
  • Analyze market trends and competitor activities to identify opportunities for business growth
  • Stay updated with industry advancements and best practices, providing insights and recommendations for continuous improvement
  • ACHIEVEMENTS:
  • Maintained the highest KPI ranking for the entire team in two consecutive quarters
  • Achieved 0 churn at a team level during the two quarters, ensuring strong client retention and satisfaction.

Product Support Executive

Ceipal Software Private LTD
12.2019 - 08.2021
  • Assisted in troubleshooting technical issues and coordinating with the development team for bug fixes
  • Assisted in testing new product features and providing feedback for product enhancements.

Process Specialist (Trainer)

Facebook India, Cognizant Technology Services Pvt Ltd
10.2017 - 09.2019
  • Conducted new hire onboarding and training
  • Presenting quarterly statistical data of completed training to clients
  • Certified FACET (Facilitation and Coaching for Everyday Trainers) Trainer from Cognizant.

Senior Process Executive

Cognizant Technology Services Pvt Ltd
12.2016 - 09.2017

PROJECT TRAINEE

DHL Express India Pvt Ltd
06.2015 - 01.2016
  • Effectively managed a high volume of inbound and outbound enquiries
  • Pitching in on the latest services for imports and exports basis the customer needs
  • Identified areas for improvement and proposed solutions to enhance DHL's procedures, technology, and customer experience.

Education

B Tech - EEE

Hyderabad Institute of Technology and Management
2015

Certification

Learning Strategy & Learner Engagement Training Needs Analysis (TNA) Learning Analytics & Impact Assessment Customer Lifecycle Management (Totango), (GUDALA KARTHIK KUMAR) ::3

Skills

  • Client Service Optimization
  • Customer Account Review
  • Customer Experience Control
  • Process Improvement
  • Client Relations and Retention
  • Time Management
  • Continuous Improvements

Work Preference

Work Type

Full Time

Work Location

RemoteHybridOn-Site

Important To Me

Company CultureWork-life balancePaid sick leaveHealthcare benefitsCareer advancementPersonal development programsStock Options / Equity / Profit Sharing

Timeline

Manager

Ceipal Software Private LTD
03.2024 - Current

Associate Manager

Ceipal Software Private LTD
08.2021 - Current

Product Support Executive

Ceipal Software Private LTD
12.2019 - 08.2021

Process Specialist (Trainer)

Facebook India, Cognizant Technology Services Pvt Ltd
10.2017 - 09.2019

Senior Process Executive

Cognizant Technology Services Pvt Ltd
12.2016 - 09.2017

PROJECT TRAINEE

DHL Express India Pvt Ltd
06.2015 - 01.2016

B Tech - EEE

Hyderabad Institute of Technology and Management

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GUDALA KARTHIK KUMARManager - Customer Success