Karthik Narayanan B
Chennai
Summary
Dynamic Customer Support Engineering Senior Associate at Athenahealth Technology, adept at leveraging SQL and Power BI for data-driven insights. Proven track record in process improvement and quality management, enhancing operational efficiency. Strong collaborator and mentor, fostering team success while resolving complex client escalations with confidence and clarity.
Overview
15
15
years of professional experience
Work History
Customer Support Engineering Senior Associate (RCCEM)
Athenahealth Technology
Chennai
01.2024 - Current
- Act as the primary point of contact for complex and high-impact client escalations, resolving issues through structured analysis and client collaboration.
- Partner with Customer Success Managers, engineering teams, and business stakeholders to drive timely and accurate issue resolution.
- Perform data analysis using SQL, Power BI, and Python to identify root causes, patterns, and trends in escalated cases.
- Design and maintain operational dashboards to monitor issue trends, turnaround times, and client impact.
- Translate technical findings into clear, client-friendly insights during calls and written communication.
- Mentor and support team members by sharing best practices, analytics insights, and resolution frameworks.
L2 Escalation Team
Athenahealth Technology
Chennai
09.2023 - Current
- Focused on resolving complex client escalation cases.
- Actively participated in team meetings to discuss and share critical issues.
- Received training on L3 teamwork related to BPO and PQ cases.
- Collaborated with CSMs (Customer Success Managers) for highly escalated cases.
Issue Resolution Associate
Athenahealth Technology
Chennai
01.2021 - 01.2024
- Resolving customer inquiries related to posting issues in a timely manner.
- Collaborating with other departments to resolve complex issues quickly.
- Escalated customer concerns, issues, and requirements to supervisors for immediate rectification.
- Analyzed customer service trends in posting queue and created solutions to address them.
- Assist team members for their doubts and clarifications.
- Provided buddy support to new hires, clarifying posting processes and resolving their doubts.
Sr.Issue Resolution Analyst
Athenahealth Technology
Chennai
01.2017 - 01.2021
- Working on client issues and handling their queries via cases.
- Working on escalated issues and very complex cases from the clients.
- Collecting data from different teams based on the discussion points in the Business review Meeting.
- Understand business requirements and design data models to transform raw data into meaningful insights.
- Identify key performance indicators (KPIs) with clear objectives and consistently monitor those.
- Analyzing data and present data through reports that aid decision-making.
- Work to remove the non value added steps in the process and remove it to improve the production efficiency.
- Create dashboards and interactive visual reports using Power BI and Excel.
Trans Quality Assurance
Dell Business Process Services
Chennai
01.2013 - 01.2017
- Managing the Quality of the Process in a team as TQA consisting of 110 members for the health care domain in transactional process.
- Classify errors based on the type of the error and can assign root causes for errors and documentation of CAPA.
- Work for process improvement and doing projects for FTE Savings.
- Facilitates process improvement / CQIP meetings along with the respective team to achieve the desired results.
- Performs transactional quality audit based on predefined audit parameters.
- Ability to perform audit and report the findings based on QMS standards and effectively close the non-conformances.
- Validate Management Report (CU, FT savings, PI).
- Accurately report the required data for Projects and other process improvement initiatives.
- Develop detailed analysis report on Customer Feedback and error field trends.
- Conduct Calibration session among the QC Team members.
- Conducted Time Study to report New PI.
- Perform ATA & Detect Errors.
- Developed Alternate Sampling Plan (ASP) for the team at the time of QC backlogs.
- Accurately reports the required data for Projects/Initiatives.
- Develop Excel Macros for the repeated tasks.
- Strong on Excel Charts, Pivots, Slicers.
- Debugging and maintaining macro tools.
Quality Control
Dell Business Process Services
Chennai
01.2012 - 01.2013
- Identifying the errors and takes the corrective actions before product reach to customer.
- Achieve a target on a daily basis which is assigned by TQA.
- Circulate the updates to teams when mails receive from onshore.
- Maintain the errors in a spreadsheets and report high and top errors to TL to take a CAPA.
- Providing a training to the team when new projects receives and clearing the doubts and clarifications.
Claims Analysis Sr.Representative
Dell Business Process Services
Chennai
01.2011 - 01.2012
- Examine & Processing the System holding / denying claims and adjudicating them as per the policies and procedures.
- Pro-actively identifying and escalating issues and improving existing follow-up process.
- Coordinating the team by discussing customer complaints to reduce the errors.
- Maintaining & monitoring new updates related to U.S. health Care system, received from onshore and sharing it with the Team Members.
- Achieving daily productivity targets and maintaining a good quality score.
Education
Bachelor of Computer Science - B.sc
01.2011
The Hindhu High School -
Skills
- Operations
- Quality Management System
- Process Improvement
- Power BI
- Smartsheets
- SQL
- Python
Languages
- English
- Tamil
- English
Hobbies and Interests
- Reading
- Playing cricket
Key Accomplishments
- Dell Business Process Services, Underwent Yellow Belt Training – Six Sigma, Kaizen & Lean Training., Received Dell Championship Award., Received On the Spot Award twice., Received special commendations for work commitment.
- Athenahealth Technology, Extra Mile award twice for best performance.
Personal Information
- Total Experience: 12+ years
- Date of Birth: 04/29/89
- Nationality: Indian
- Marital Status: Married
Timeline
Customer Support Engineering Senior Associate (RCCEM) - Athenahealth Technology
01.2024 - Current
L2 Escalation Team - Athenahealth Technology
09.2023 - Current
Issue Resolution Associate - Athenahealth Technology
01.2021 - 01.2024
Sr.Issue Resolution Analyst - Athenahealth Technology
01.2017 - 01.2021
Trans Quality Assurance - Dell Business Process Services
01.2013 - 01.2017
Quality Control - Dell Business Process Services
01.2012 - 01.2013
Claims Analysis Sr.Representative - Dell Business Process Services
01.2011 - 01.2012
A.M.Jain College - Bachelor of Computer Science, B.sc
The Hindhu Higher Sec School - The Hindhu High School,