Karthik Dakarapu

Experience

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  Pragathi Mechanicals

  Jul 2009 - Jun 2010

  Business Consultant

  Collaborated with clients to define their business objectives, conducted in-depth market analysis, developed customized strategies and successfully lead projects which resulted in bringing more than 50+ partners with projects which increased the revenue by 24% and reduced the operational cost by 10%. Implemented change management initiatives, resulting in improved operational efficiency, client and employee satisfaction. Delivered executive-level presentations, documentation, email management and reports to communicate findings and recommendations to clients' leadership teams. Played a pivotal role in developing long-term client relationships, ensuring repeat business and referrals. Mentored junior consultants and contributed to the continuous improvement of the company. Show less

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  24/7, CUSTOMER PRIVATE LIMITED

  Jul 2010 - Dec 2013

  Lead Associate

  Proactively identified areas for process improvement, leading to streamlined workflows and increased team efficiency. Collaborated cross-functionally with relevant departments to address customer issues and feedback, resulted decrease in receiving repeat contacts and improved customer satisfaction. Acted as an escalation point for complex customer inquiries, resolved issues promptly and maintained high levels of customer satisfaction. Consistently achieved and exceeded customer service KPIs. Designed and supported to build knowledge base, reducing response times and improving first-contact resolution rates. Ensured coverage during peak hours and minimized wait times for the customers. Responded to high-priority customer escalations, resolving issues to the customers' satisfaction and maintaining their loyalty. Show less

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  Aftech Systems Pvt.Ltd

  Dec 2013 - May 2015

  Customer Support Executive

  Provided timely and effective technical support to customers, addressing inquiries, troubleshooting issues, and resolving technical problems. Demonstrated exceptional product knowledge and a deep understanding of technical concepts to assist customers with their concerns and questions. Played a key role in delivering top-tier technical support, consistently achieving high customer satisfaction scores and meeting or exceeding service level agreements. Acted as a liaison between customers and the product development team, conveying valuable feedback to drive product improvements. Provided technical support to customers through various communication channels, including phone and other electronic mediums, ensuring prompt and helpful assistance. Collaborated with the quality assurance team to conduct regular audits, ensuring the quality and consistency of technical support interactions. Show less

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  Avaya

  Apr 2016 - now

  Senior Technical Specialist

  Train and mentor the new hires, guiding them in providing MACDs technical support and expertise to clients. Contributed to knowledge sharing and mentoring programs, empowering team members to advance their technical skills and knowledge. Acting as a subject matter expert in handling the escalations, offering advanced technical insights and solutions to complex challenges. Responsible for user level provisioning using remote diagnostic tools with the help of ASA (AVAYA Site Administrator), Procom, Putty, RDP, Telnet etc. This helps connect to remote PBX's, Servers, Gateways etc. Responsible for troubleshooting critical issues like Faulty IP/ Digital/ Analog Extension which has no dial tone, unable to dial out with calling restriction of outgoing/ incoming calls, unable to Boot up from DHCP which has faulty ports assigned, unable to forward calls etc., and escalate as appropriate. Developed and maintained technical documentation, ensuring best practices and standard operating procedures were adhered to. Collaborated with clients and internal teams to design, implement, and troubleshoot technical solutions. Manage multiple contact center integration projects. Show less