Open to opportunities

karthik vd

@karthikvd

Message

I improve enterprise client support operations, financial accuracy, and scalable service workflows.

India

Message

What I'm looking for

I'm looking to lead customer success or client operations work where I can improve scalable support processes, resolve complex enterprise issues, mentor teams, and use data to strengthen client satisfaction and service performance.

At Fidelity Investments, I manage institutional client accounts in DC Plan Operations, providing global-market coverage and resolving complex inquiries with product, IT, and external service teams.

I've built scalable support processes, formalized escalation procedures, and created knowledge base documentation. I also mentor and coach a team of 10+ associates through training and onboarding programs that maintain service standards.

Previously at Amazon, I partnered across teams to improve customer workflows, audited service procedures, and addressed friction points to strengthen customer satisfaction and resolution times.

My background also includes high-volume financial workflows, transaction execution, billing and payment accuracy, SLA adherence, and performance reporting through Tableau and Excel. I'm backed by a Google Data Analytics Professional Certificate and use CRM, ticketing, SQL, and automation tools to improve client outcomes.

Experience

Work history, roles, and key accomplishments

Client Service Analyst

Fidelity Investments

Jan 2022 - Oct 2025 (3 years 9 months)

Served as primary point of contact for institutional client accounts, managed escalations, and developed scalable processes. Led and mentored a team of 10+ associates while monitoring performance metrics.

Client Account Management Team Leadership Tableau Excel SQL Intercom HubSpot Salesforce Slack

Senior Associate - Quality and Compliance

Amazon

Oct 2019 - Jan 2022 (2 years 3 months)

Partnered with cross-functional teams to implement scalable processes for customer workflows. Conducted audits of customer service procedures to enhance satisfaction and resolution times.

Process Improvement Quality Assurance Customer Satisfaction Cross Functional Collaboration Data Analysis

Senior Specialist - DC Client Operations

Fidelity Investments

Nov 2014 - Oct 2019 (4 years 11 months)

Governed high-volume financial workflows and complex transaction execution, ensuring billing and payment accuracy. Consistently exceeded operational metrics for turnaround times and SLA adherence.

Finance Operations Transaction Processing SLA Problem Solving Customer Support