Karthik Karthik

I am a Diploma student from Nilai International University with On The Job Training experience in aircraft maintenance engineering and graduated in year 2014.

I am currently working as Team Leader and also looking for better career opportunities to enhance my skills and broaden my exposure and experience in customer service and technical support industry.

I am an intellectually curious and detailed oriented young professional with a passion for learning and research.

In my free time, I enjoy building my knowledge of effective ways to implement ideas that can enhance customer experience and journey & team management and staying up to date with news and current events in customer service & technical world, and experimenting with alternative investment strategies to broaden my understanding of different industries.

EXPERIENCE Senior Business Process Analyst, 07/2021 - Current Accenture Technology Solutions Sdn. Bhd. - Kuala Lumpur, Malaysia, Malaysia • Manage a team of 26 content reviewers. • Provide coaching and mentoring for reviewers covering performance metrics and career development discussions. • To monitor reviewers on the tardiness and productivity and utilization. • Manage interviews for new hiring as required. • Attend morning huddle call with Team Leads and QAs Monitor team productivity and utilization. • Attend Quality calibration to ensure policy alignments for the contents. • To assign daily queue volume to reviewers based on the backlogs. • To perform any other ad-hoc tasks as per assigned by supervisor. • Engage in wellness activity and team building activities. To raise tickets for any current issues (that impacts business and performance) to client and engineering team via dedicated bug system and conduct a proper follow up to ensure case is closed in timely manner. • To perform analysis and provide insights to management based on data mining from dedicated dashboards. • Manage all BAU tasks and ensure all tasks are completed within the specified timeline. • To perform RCA (root cause analysis) upon quality score failure and preparing a proper documentation to leadership team on the findings. 

Team Leader, 10/2018 - 07/2021 TDCX Malaysia - Kuala Lumpur, Malaysia • Manage a team of 15. • Self-driven to hit monthly Team KPI. • Prepare OT claim and incentive for agents based on monthly cutoff date basis. • Ensure call floor situation is manageable and actively monitor metrics such as CAR and Service Level is always above agreed target. • To assist on weekly deck preparation upon request by manager. • To work with business excellence team in case my advice is needed for any case transactions or top call driver related questions. 

• To evaluate agents calls on a weekly basis for QA and sync on any new updates on current updates from client to ensure alignment on the score justifications. • Liaise with WFM for any annual leave / unplanned leave arrangements. Liaise with HR for any disciplinary cases involving agent. • To take any escalation required calls immediately and liaise with client directly to seek solution for customer issue and update customer on a timely manner. • Manage outbound team and segregate cases by ageing and make sure it is cleared within agreed SLA 24 hours by outbound team. • Meeting sessions with managers and leads for improvement and idea sharing. • Service Level failure and root cause analysis update to Operation Manager and WFM by using (Forecasted call volume and Erlang C table vs received call volume) for the day. • Work closely with all team members for achieving team KPI. • Call monitoring for agents and share tips to enhance engagement with customers over the phone and provide coach to the agents on area of improvements. • Work closely with WFM and business analyst by providing strategies and insights for the day to be implemented to salvage Service Level with existing headcounts by controlling break/meal hours and manage agent real-time activity on floor. • Study the trend of call volume by intervals to prepare agents meal break based on Erlang C and call forecast by WFM. • Engage in case managements and ensure all cases are attended within agreed TAT with client. • Liaise with IT department for any case escalations during operations and do follow ups on the reported cases regarding the progress. • Example: Desktop related issues / BCP set up on emergency basis situation. • Report important cases from agents to clients to ensure customers appointments are attended in a timely manner (technician visit). • To engage in con call with managers should there be any new product or process related briefing from clients/product PIC. • Update to WFM to amend schedule if there are any new training arrangements required by client. To attend weekly call calibration meeting with client. • Attend MBR (Monthly Business Review) as required and update data source to be included in weekly slides presentation. • Key person in charge for E Store (online purchase platform). • Liaise with online purchase team for any promotion related enquiry. Liaise with warehouse manager to check consignment status. • Key person from contact center to check all redemption related delivery with delivery team based on reporting tracker provided. Call to delivery vendor if needed. • Escalate all exceptional case emails related to Online store and Redemption to the correct PIC. • Sample (Missing Redemption Card/Delivery Status/Refund Status/Return and Exchange Status/Voucher related issues). To help clear E Store related email enquiries. • To handle manager, call backs related to exceptional cases for wrong consignments / freebies/ damaged products received by customers. • To innovate new changes to CRM platform if changes required for reporting purpose tracking /client request. (CRM – platform to log in all daily tickets beside the main system SAP) • To actively liaise with knowledge base team to ensure all articles are updated in timely manner and outdated articles are removed if needed.  Subject Matter Expert, 07/2017 - 07/2018 

Diploma in Aircraft Maintenance Engineering 

CGPA 3.61