Krishna Karthik Nadella

Database Management & Reporting

• Prepare weekly, monthly and quarterly metrics deck for executives highlighting key areas of growth, areas of improvement, sales generated, portal’s adoption analysis, user retention and areas of improvement where help is required
• Monitor all company inventory to ensure stock levels and databases are updated.

Technical Assistance and Customer Support

• Work with various support teams like SAP, SSO, SharePoint, LDAP, Firewall Team, Identity and Access Management Team to make sure Customer Portal works as expected at any given point of time
• Respond to customer’s queries and feedback emails

Processes Improvement, Projects & Compliance

• Deactivate user accounts as per company’s policy based on the usage.
• Follow and implement security protocol when customer is exposed to a security risk or attack.
• Prepared multiple dashboards to track usage on portal and improve adoption

Technical Support and Development

• Worked with various products such as CyberArk, Bluecoat, LDAP, Active Directory, and Fischer Identity Solution
• Played a key role in designing, developing and deploying solutions to transfer large files for Suppliers and Customers
• Coordinate with vendors to perform product upgrades & apply patch/bug fix

Projects

• Automate large file transfers for Customers and Supplies using SFTP and DCA processes.
• Support Customers and Suppliers with accesses issues on their respective portals
• Designed workflows to reset passwords in bulk for service accounts and simulation accounts
• Configure access roles & Approval Workflows for new applications on Customer & Supplier Portals
• Configure access roles & Approval Workflows for new applications on Customer & Supplier Portals
• Perform quarterly and annual maintenance activity such as service account password resets, script enhancements, server reboots and manage outages

Maintenance Activities

• Perform quarterly and annual maintenance activity such as service account password resets, script enhancements, server reboots and manage outage situations

Training and Recruitment

• Manage new hire and on job training for Bangalore, Chennai and Hyderabad
• Conduct face-to-face and telephonic interviews for new college graduates across South-India
• Soft-Skill training for new recruits and underperforming staff
• Coordinated with regional managers and corporate leadership to identify training and development opportunities to improve communication and service delivery methods
• Developed effective training manuals, modules and teaching aids
• Held online and conference call training session to accommodate off- site employees
• Conducted evaluations and observed employee performance to identify areas of needed improvement

Team Management

• Monitored employee progress and gave feedback to management and additional training requirements
• Held demonstrations and one-on-one coaching sessions on soft-skills and communication skills.
• Maintained records on attendance and participation
• Reviewed effectiveness of programs and proposed updates to maximize success

Operations

• Coordinate with local admins to ensure training rooms are available during packed hours and smooth training procedure
• Collected information about company objectives and employee deficiencies in order to assess training needs

Communication Training, Call Monitoring & Recruitment

• Hired, trained, and developed team of customer service representatives for Acer and Swift Page
• Developed call monitoring forms based on business needs and goals
• Managed key accounts after sales support, provide through feedback to consultants based on call audits

Team Management & Processes Improvement

• Led Customer Service team of ~20 and trained them to deliver exceptional customer experience
• Drove operational improvements which resulted in savings and improved profit margins
• Participated in continuous improvement by generating suggestions, engaging in problem-solving activities to support teamwork