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G.S.S.S.
KARTHIK
K.m-342/510-c,
Malancha road, beside KVB bank,
Kharagpur, West Bengal, 721304
Email: [email protected]
Contact number: 9640842480
Career objective:
I am seeking a position within a company that allows me to apply my skills, actively contribute to
both personal and organizational development, and engage in continuous learning and
improvement. My goal is to consistently pursue knowledge through various activities.
Education:
Name of course Name of the Year of passing Percentage/CGPA

institute
MBA (Business NMIMS 2021- Present Pursuing
Mnagament)
Bachelor of Aditya degree college 2015-2018 8.7CGPA
biochemistry
Intermediate Gayatri junior college 2013-2015 82%
Tenth Kendriya vidyalaya 2013 7.9CGPA
Experience:
Google Operations center (GOC) – Senior analyst – December 12th 2022- Till date
● As a member of the Google Operations team, my responsibility entails
comprehending the challenges that customers encounter in their daily business
operations with Google. By doing so, I aim to enhance their digital marketing
presence and boost their business growth through Google My Business. The
ultimate goal is to elevate their popularity in the realm of digital marketing.
● Possessing comprehensive understanding of key performance indicators, problem-

solving in various situations, product metrics, and quality analysis metrics. Proficient
in utilizing tools such as Connect, cases, paragon, and CS-CENTRAL.
● I served as the designated point of contact (POC) for three training batches
including 7 agents, comprising one team from India and two teams from the United
States.
● I was chosen as a finalist for the Firebolt project and subsequently achieved
certification.
● As a member of the quality team, my role involved conducting quality analysis on

the cases and tickets handled by agents, and providing them with constructive
feedback based on the evaluation.
● Participated in collaborative sessions with clients and vendor managers, providing

guidance and detailed explanations of the process.
● As a Subject Matter Expert, I led a team of agents, providing coaching and guidance
to improve their performance. My responsibilities included quality analysis, task
prioritization, supporting junior associates, data analysis, and report preparation
and distribution.
Amazon
Investigation Specialist- 14th February 2021 – December 12th 2022
● As an investigation specialist, my role is to identify the underlying cause of various

issues, including product restrictions, infringement violations, and non-infringement
violations.
● I conduct thorough investigations to delve deep into these issues and determine the
factors negatively impacting the business.
● Once the cause is identified, I collaborate with sellers to help them comprehend the
issue and guide them in developing effective business plans or modules to promote
business growth.
● In my role as a GEM/SME, I provided support and guidance to 15 agents during their
product training and graduation phase. I actively assisted them in managing
escalations and resolving product-related issues through troubleshooting
techniques.
Abuse prevention- SDS CAP –29th October 2018 – February 13th 2021
● As a CAP associate, my main responsibility was to enforce Amazon's policies and
control concessions given to abusers on the platform. This encompassed both retail
and digital services provided by Amazon.
● I received training to primarily support customers from the United States, but I also
served as a backup to handle customers from Canada, the United Kingdom, and
India.
● I possess sufficient knowledge about Standard Operating Procedures (SOP) and
Service Level Agreements (SLAs), ensuring compliance with established guidelines.
● Additionally, I took on the role of a Subject Matter Expert, assisting eight new hires
throughout their mentorship, production, or graduation phase, providing guidance
and expertise in the process.
Projects:
1. Contact ID portal: To ensure that learners have hands on experience with

each and every contact received. I came up with an idea of creation of
contact ID portal. We gathered data to create a large pool which consisted of
typical, new and unique cases our associates received which was helpful for
other associates to get a clear understanding on how to handle those kinds of
unique situations. It also acted as an additional training module for the
trainers to train new hires.
2. Created a new SOP for returns tracking: I came up with an idea to create a
tool and a procedure to standardize tracking returns received. The purpose of
this tool was to take adequate data for returned items on which a quality
decision can be taken.
Achievements:
● Have worked as a subject matter expert where I trained batch holding 7

agents, where I was responsible for their training, graduation phase and
mentor production.
● I also worked as a Quality associate when working with the new hire team.
● Worked with various teams involving Abuse risk, GEMBA team to introduce
process development tools and initiate new ideas and SOP’s.
● Participated in ACES competition where I came up with new ideas and
development procedures which were later implemented in the process. Also
received a certificate for the ACES program.
Personal details:
Name : G.S.S.S.Karthik
Date of birth : 07 February 1998

Father’s name : G.L.Narayana
Hobbies : Reading books and cooking
Marital status : Unmarried
Nationality : Indian
Declaration: Hereby, I inform that all the information that I have mentioned here
is true and accurate to the best of my knowledge.
Place: Hyderabad

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G.S.S.S.

Name of course Name of the Year of passing Percentage/CGPA

● Possessing comprehensive understanding of key performance indicators, problem-

● As a member of the quality team, my role involved conducting quality analysis on

● Participated in collaborative sessions with clients and vendor managers, providing

Investigation Specialist- 14th February 2021 – December 12th 2022

● As an investigation specialist, my role is to identify the underlying cause of various

1. Contact ID portal: To ensure that learners have hands on experience with

● Have worked as a subject matter expert where I trained batch holding 7

Date of birth : 07 February 1998

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