Karthik Naidu

Lead a team of 22 associates in US Healthcare operations, managing performance across productivity, quality, SLA, AHT, NPS, and Close Rate. Improved quality scores and NPS through root cause analysis, targeted coaching, and KPI-driven feedback.

Led a team responsible for database validation and management, ensuring data accuracy and adherence to client quality standards. Managed productivity, quality, and SLA performance through KPI monitoring and operational reporting.

Managed day-to-day operations across multiple business processes, overseeing team performance, productivity, quality, and operational deliverables. Prepared productivity reports, monitored KPIs, and conducted root cause analysis for process improvements.

Managed customer service operations for automobile product and post-sales processes, handling inbound and outbound interactions and coordinating with service centers for timely resolution. Maintained accurate CRM records and operational documentation.

Managed in-flight experience operations across the A320 fleet, ensuring onboard entertainment systems were operationally ready before departure. Conducted operational checks, resolved service issues, and managed monthly content updates.

Downloaded IFE media across fleets, completed transit checks, and performed DSU database cleanup using Telnet to i5000 systems. Carried out A-checks on B777 and A320 aircraft and worked on AMOS software.

Provided technical troubleshooting to customers via chat and remote support, identifying client needs and delivering tailored solutions. Served as primary point of contact for inquiries and met customer satisfaction targets.

Completed Aircraft Maintenance Engineering (Avionics) from the Director General of Civil Aviation, India, from 2010 to 2013.