Mohan Karthik L

Phone: +**.805-***-****

Email: addait@r.postjobfree.com

PROFILE

Seeking a challenging and responsible position in an organization which demands quality professionalism supported by a culture to top industry standards providing mutual growth for me and company.

EDUCATION

Bachelor of Engineering / Bachelor of Technology, Information Technology

KLN College of Information Technology

Anna University

Madurai, Tamil Nadu

Graduated, May 2011

High School

OVC Higher Secondary School

TN State Board

Manamadurai, Tamil Nadu

Completed, April 2007

Intermediate

OVC Higher Secondary School

TN State Board

Manamadurai, Tamil Nadu

Completed, April 2005

WORK EXPERIENCE

February 2016 – April 2020

Quality Content Lead

Groupon Shared Services Pvt Ltd

Chennai,Tamil Nadu

Responsible for review, monitoring and maintaining quality and compliance targets.

Keeping quality documentation up to date and making sure that all QA records, key findings are available to managers.

Responsible for the review and update of the program quality plans.

Preparing business review data and meet with managers on weekly basis to provide inputs and highlights improvement areas.

Identifying training needs and recommendations to improve customer experience.

June 2013 - January 2016

Lead Customer Support Representative

Groupon Shared Services Pvt Ltd

Chennai,Tamil Nadu

Deliver world-class 24-hour one-stop customer service for all consumer’s via email and chat.

Handle Customer escalations and complaints efficiently & timely manner as per SLA.

Providing an end to end Solution which rewards in customer Satisfaction.

Consistent achievement of zero errors on requests and complaint resolutions.

Consistent record in achieving the pre-determined targets.

Flexible and sensitive to meeting customer needs.

Additional Responsibilities:

Managing and Coaching team members.

Handling escalations for the team.

Handle all team announcements.

July 2011 - June 2013

Consultant

Sutherland Global Services

Chennai,Tamil Nadu

Have worked as a consultant for Amazon's Kindle for UK customers and Online Retail Support. Provided an end to end Solution via chat and email which rewards in customer Satisfaction.

TRAINING AND CERTIFICATIONS

IBM certified Solution Designer (Rational Functional Tester), 2011

IBM certified Associate Developer (Rational Application Developer), 2011

COMPUTER PROFICIENCY

Operating Systems

Windows XP/Vista/7/8

Windows Server Administration, ITIL

Software

SQL

MS Excel

LANGUAGES

English

Tamil

SKILLS

High level of competence using 7 QC tools concepts in audits.

High level of competence using MS Excel to create automated reports.

High level of competence using Salesforce tool.

PERSONAL DETAILS

Father’s Name:

Mr. S. Lakshmanan

Marital Status: Married

Birthday:

May 21, 1990

Nationality: India

Gender:

Male

Address:

No.3, 2nd Floor, Subashree Nagar 3rd Extn. 2nd Street,

Mugalivakkam,

Chennai - 600125, Tamil Nadu.

Declaration

I, Mohan Karthik, hereby declare that the information contained herein is true and correct to the best of my knowledge and belief.

Mohan Karthik

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