K.B. KARTHIKEYAN Contact: +91 98840-18628| E-Mail: ksbass05@outlook.

com

BUSINESS MINDED GROWTH LEADER, LAB ROLLOUTS, CENTER SERVICE DELIVERANCE, RETAIL OPERATION
MANAGEMENT, CORPORATE RELATIONS & CALL CENTRE SPECIALIST
Offering over 15 years of exposure~
Seeking senior level assignments with the organization of high repute that will accomplish both personal as well as professional objectives
and goals.

Business growth leader skilled in managing Customer Experience, SLA Creation & Governance, Retention, B2B Wellness, Retail Operation,
Strategic relationship with HNI and Corporate clients, call center activities, driving businesses excellence in holistic solutions to carve a
niche in highly competitive markets and repeatedly produced sustained growth.

Expertise in:

Service Excellence, Experts’ skills in Rolling out Labs, Cohesive Strategies and offering valuable input for business Progress. Dexterously
managing and steering 5 Channel Partners including Inbound and Outbound Digital Marketing - Operation South.

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Metropolis Healthcare Public Ltd – Rest of Tamil Naidu as Customer Service & Operation Head Feb 2019-Present

Key Deliverables with significant Highlights

Operation Head, Customer Experience – RTN [ Metropolis & Hitech] 01-Apr-2024 to Till Now [ Market OPeraations]

 Upselling & Revenue Generation for entire RTN Market

 Played a key role in digitization Rollouts – Home collection & Tracking Logistics on time sample deliverance
 Delighting customer & Channel partners for positive NPS.
 B2B Churn Management
 SOP preparation for compliance adherence.
 Developed Market Connect & Promotional Activities
 Preparing Contact Centres budget for P&L of Emerging Markets.
 Collaborate with cross functional stakeholders

Distribution & Market Planning - Emerging Market (Jun 2021 to Apr 2024) | [ Subject Matter Expert]

 Promoted as Senior Manager in Aug 2022.

Project 9030: Retail Expansion in Emerging Market as Customer Experience Controller – Pan India Process

Achievements –
 Nominated as a member in 9 Members Project team & recognized as Subject Matter Expert in Retail Customer Experience across India
 Achieved 24 Centers in 14 Months on meeting the deadline of Project Deliverance and scoring platinum category of center in quality
Audit.
 Achieved NPS as 92.32 score on Newly Launched Markets.
 ARC Distribution Planning
 Overall, 70 centres are rolled out across India.

Additional Responsibilities:

 Brand Management, Sales & Marketing – Handling Branding of Newly Launched Centres across India. Market Approach for D306090
Plan. (Apr’22 to Till Now)
 Wellness Lead - Dr. Connect and driving revenue through in clinic activities, Camps. Launching a Product on Vicinities for Chennai &
Rotn (Apr’22 to Oct’22).
Metropolis Healthcare Ltd Call center Head – South Mar 2019 - May 2020

SBU ROLE

Inbound Operation - Metropolis (Mar 2019 to May 2020)

 Steered a team size of 55 + call centre agents and supervisors across South (Inbound & Digital Marketing)
 Evaluated and Analyse performance against call centre metrics to the team and set targets to continuously improve agent productivity
and call centre efficiency.

Achievements
 Cost Savings of 21 Lakhs to the Company by Capacity Planning and reduced Abandoned from 12% to 7% Repeat Calls from 16% to 9%
 Increased upselling to 117% (1.25cr). Handled Bottlenecks problems like Covid Lockdown, Disasters etc and finding out a solution
without impact of business is a strength on execution intelligentsia.

Outbound Operation – Metropolis | Tele DSA Model (Mar 2019 to May 2021)

 Driving Digital Marketing Leads – Just Dial, SEM & GMB Etc.
 Steered team size of 100+ Agents as 5 Partner on Data Base Dialling across Pan India
 Developed the business on revenue Segment, build-up targeted plans & execution.
 Recruiting the DSA’s channel partner, Training, & ROI.
Achievements: Having 3 Pioneer Partners and achieved 137% from revenue target in FY 19-2020.

Vodafone Idea Ltd – Chennai Tamil Naidu as Assistant Manager - Store Manager, Retail Mar 2017 - Jan 2019

Key Deliverables with Significant Highlights

 Achieved as a Profit Centre, from EBITA Negative to Positive (-1.7lks to 2.5lks)

 Added Larger SME’S & Top Corporate Accounts as New Acquisition on Post-paid
 Drove customer delight in every walk-in & successfully managed good on Retention.
 Overall responsibility on all products (Voice-Post-paid/ prepaid, data, VAS, handsets etc.)
 Ensured adherence to store processes in terms of Compliance, systems & Infrastructure.
 Executed marketing promotions, display, and store experience schemes.
 Inventory Management complete control over all stock requirements.
Achievements
 Successfully attained 700 Net numbers in Retail History in North Zone.
 Converted Many VVIP customers into Vodafone as MNP.
 Cracked Gov. Accounts Like – Sports Development TN, Greater Chennai, Consulate Russian, Japan, Armenia & Sweden, Air India etc.

Aircel Cellular Ltd – Chennai, Tamil Naidu as Senior Executive - Relationship Manager, HNI Clients Aug 2014 – Mar 2017

Key Deliverables with Significant Highlights

 Accomplished a portfolio of 1400 accounts totalling Rs.20 lakhs revenue.

 Managed premium & VIP base – End-to-End Services, Relationship & Sales with on-and off-premises accounts
 Accountable for generating & cracking more Top Corporates Accounts
 To cultivate profitable relationships. Resolved customer complaints quickly & effectively.
 Manage a gamut of 360-degree activities such as customer Engagement, Collections & Retentions - HNI and Top Corporates.
Vodafone Cellular Ltd - Trichy, Tamil Naidu as Executive - Relationship Manager Dec 2006 – Aug 2012

Key Deliverables with Significant Highlights

 Managed Overall Post-paid base of Trichy and its vicinity geographies. (40,000 -1.2cr)
 Abridged Voluntary Churn <1.00 % from Overall Base by overseeing with 10 Associates team members.
 Generating revenue through New Post-paid Acquisition and Data Penetration.
 Organising & execution of customer contact program as Promotional Activities for Brand Recall.
Achievements
 Rewarded as the south star award -2012. Maintained Annual Churn target at 0.72 of 1% .

Vodafone Mobile Service Ltd - Chennai. [Caliber Point] as Quality Lead – Retail & Outbound Call Center (Jan 2010 - Aug 2011)

 Conducting Internal Quality Audit on service Parameters and Mystery Audits for retail Stores in Chennai & Rotn
Achievements: Chennai & Rotn Scored from 23rd & 22nd to 5th & 2nd Rank across 26 Circle across Pan India.

Vodafone Mobile Service Ltd - Chennai. [Shukvarsha Management Pvt Ltd]. As Team Lead – Retail (May 2007 - Dec 2009)

 Bestowed the best Retail Store Executive for Business Metrics.

 Creating Prospects from walk-ins and Provided Quality of Acquisition on postpaid sales.
 Provided High class Customer Experience and assisting 100% on Query Resolution.

Interest: Building Good Rapport with Customer and provide delightful Customer Service and Apply the Snowball approach for Sales.

Hutchison Essar Ltd - Chennai. [Aspire BPO Pvt Ltd]. As Customer Care Executive – Inbound Call Centre (Dec 2006 - May 2007)
 Dealing with Inbound Calls from Premium Postpaid customers of Chennai.
 Handling customers’ complaints and issues; resolving the problems, Providing an alternate Solutions.
 Seizing opportunity to Upsell the Product and Services.
International Sales Outbound Call center as Floor Supervisor Mar 2006 - Dec 2006
 Outbound Sales Executive for Mobile Campaign in USA.
-----------------------------------------------------------------------EDUCATION & CREDENTIALS ------------------------------------------------------------------
 M.B.A [HR] from Bharathidasan University of Trichy as Distance Education Programme ( 2022 – 2024)
 Pursuing PGP Data Science & Business Analyst – Great Lakes, (2024-2025)
 Black Belt, Lean Six Sigma - International Institute for Management & Quality (2022-2022)
o u/r Council for Six Sigma Certification (CSSC) - USA.
 Executive Diploma in Marketing Management -Loyola Institute of Business Administration (2019-2020)
 B. Com from D.G. Vaishnav College of Arts and Science University of madras (2002- 2005)

----------------------------------------------------------------------- EXTRACURRICULAR ACTIVITIES -----------------------------------------------------------

 Acted as:
o Sports captain of the school
o School State Player in Volleyball & Athletics
 Senior Division NCC CADET obtained "B" Certified.
 Selected for ALL – INDIA TREKKING in U.P & Uttaranchal representing Tamil Naidu
 Organized and Conducted Intercollegiate competition, CADOFEST – 2005
Technical skills:
Trained in Tableau Basics
----------------------------------------------------------------------------PERSONAL DOSSIER ------------------------------------------------------------------------
Address: New No 26, Old No 3, Perumal Kovil Street, Lakshmipuram, Chennai 600099
Linguistic Abilities: English, and Tamil |
Date of Birth: 8th August 1984