Karthik A K

At Carestack, I lead Product Support & Operations for Australian dental practices, managing a 13–15 person team across AEST and AEDT time zones.

I've scaled the support team from 2 to 15 associates in 12 months while maintaining around 95% SLA compliance. Through SOP redesign and cross-functional work with product, engineering, sales, and implementation teams, I've reduced average resolution time by around 35% and escalation rates by 25%.

I handle high-stakes customer escalations end to end and use ticket patterns, NPS, CSAT, and account risk signals to drive proactive follow-up. I also build Excel performance dashboards, run quarterly business reviews, and share customer insights with product teams.

Previously, I supported US dental practices across all four time zones, handling more than 200 monthly tickets while sustaining 99%+ CSAT for over 18 consecutive months. I've trained 18–20 specialists across five onboarding batches and mentored team members toward independent handling of complex cases.