KOKA SRIKANTH
Bangalore
Summary
Dedicated and customer-focused professional with 14 years of experience in IT and 2 years in customer service. Seeking a Duty-Free Ambassador role. Leveraging strong technical expertise, multilingual proficiency, and a customer-centric approach to enhance the shopping experience for international travelers. Committed to delivering exceptional service, driving sales, and ensuring seamless operations in a dynamic retail environment.
Overview
16
16
years of professional experience
Work History
Manager-CustomerSupport & Operations
Innovative Solutions
08.2022 - 11.2024
- Delivered exceptional customer support to international clients, resolving complex issues across different time zones
- Efficiently managed customer inquiries via email, chat, and phone, providing clear and actionable solutions
- Established sales-focused customer service initiatives that boosted upselling and cross-selling opportunities
- Managed day-to-day operations, ensuring adherence to SLAs, KPIs, and compliance regulations
- Assisted in implementing processes that improved response times and enhanced customer satisfaction by 20%
- Acted as a primary point of contact for escalation cases, delivering tailored solutions to critical customer issues
- Organized accurate records of day-to-day operations, logging incidents and identifying trends
- Reviewed manual or ineffective processes which could be automated or enhanced
- Identified barriers to performance and coordinated improvements to enhance our efficiency
- Maintained focus on improving our customer service and experiences
- Provided real-time solutions to international and domestic customers, ensuring a seamless and satisfactory customer experience
- Handled inquiries, complaints, and service requests with efficiency, maintaining high customer satisfaction ratings
- Utilized multilingual skills to assist diverse customers, breaking language barriers and improving communication effectiveness
- Worked in a fast-paced 24/7 shift environment, demonstrating flexibility and commitment to service excellence
- Collaborated with internal teams to escalate complex issues and ensure timely resolution
- Trained new team members on best practices in customer engagement and problem resolution
Machine Learning Engineer
N-tier tech
04.2021 - 07.2022
- Built and deployed predictive models using Python and Data Bricks, resulting in a 25% reduction in holding costs by accurately forecasting sales trends and optimizing inventory management
- Developed interactive data visualizations with Power BI and Snowflake, presenting actionable insights to stakeholders and enhancing data-driven decision-making
- Executed Extract, Transform, and Load (ETL) processes using PostgreSQL, along with feature engineering and data preprocessing, enhancing model accuracy and robustness while streamlining data pipelines
- Led cross-functional teams in major projects, improving system performance and reliability through Docker, CI/CD pipelines, AWS Cloud services, and GitHub for version control
- Drove continuous improvement and iterative development through Agile ceremonies, incorporating A/B testing to refine and optimize machine learning models
IT Project Manager
IBM INDIA Pvt ltd
09.2015 - 03.2020
Officer in Charge (OIC)- Information Technology Unit
MONUSCO
08.2012 - 07.2013
Messaging and Collaboration Administrator
United Nations
11.2008 - 06.2012
Education
MBA - IT & Finance
Madurai Kamraj University
Bangalore07-2007
Bachelor of Computer Applications - Computer And Information Systems Security
Bangalore University
Bangalore06-2004
Skills
- Fluency in English
- Fluency in Thai
- Fluency in Hindi
- Strong customer service skills
- Strong communication skills
- Real-time solutions
- Experience in 24/7 shift environment
- Handling diverse customer needs
- Adaptability to different cultural backgrounds
- Strong problem-solving skills
- Conflict resolution skills
- Managing high-pressure situations
- Customer service
- Time management
- Decision-making
- Staff training and development
- Cross-functional teamwork
Languages
English
Bilingual or Proficient (C2)
Thai
Upper intermediate (B2)
Hindi
Bilingual or Proficient (C2)
Tamil
Bilingual or Proficient (C2)
Telugu
Bilingual or Proficient (C2)
KANNADA
Bilingual or Proficient (C2)
Malayalam
Bilingual or Proficient (C2)
Timeline
Manager-CustomerSupport & Operations
Innovative Solutions
08.2022 - 11.2024
Machine Learning Engineer
N-tier tech
04.2021 - 07.2022
IT Project Manager
IBM INDIA Pvt ltd
09.2015 - 03.2020
Officer in Charge (OIC)- Information Technology Unit
MONUSCO
08.2012 - 07.2013
Messaging and Collaboration Administrator
United Nations
11.2008 - 06.2012
MBA - IT & Finance
Madurai Kamraj University
Bachelor of Computer Applications - Computer And Information Systems Security
Bangalore University
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