KARTHIKEYA PABBA
Dublin,Leinster
Summary
Customer support and product support specialist with strong experience in customer support, product troubleshooting, issue investigation and case management across phone, email and chat channels. Adept at technical support, escalation management and stakeholder communication, consistently focused on enhancing customer experience and building long-term customer relationships. Skilled in using CRM systems, ticketing systems, Microsoft Excel, Office 365 and reporting tools to manage workflows efficiently and support data-driven process improvement. Brings strong critical thinking, root cause analysis and conflict resolution abilities, complemented by active engagement with social media and digital platforms such as Facebook, Instagram and LinkedIn to support modern customer service needs.
Overview
2
2
years of professional experience
4
4
years of post-secondary education
Work history
Sales Associate
GO SALES
04.2024 - 09.2025
- Delivered customer support and product guidance to small and medium-sized business customers through phone and digital communication channels.
- Investigated customer inquiries, identified product issues, and provided clear solutions and workarounds to improve user experience.
- Exceeded monthly performance KPIs by 15–25% while managing high volumes of customer interactions.
- Maintained detailed records of customer conversations, product inquiries, and resolutions using CRM and case management tools.
- Collaborated with internal teams to escalate technical or product-related issues and ensure timely issue resolution.
- Used consultative communication to understand customer needs and recommend appropriate solutions, increasing conversion rates by 30%.
Application Analyst
ACCENTURE
07.2023 - 08.2024
- Provided product and technical support to enterprise users by diagnosing and resolving application issues through internal support systems.
- Investigated user-reported problems to determine whether they were product bugs, configuration issues, or user confusion, ensuring accurate resolution paths.
- Managed support cases end-to-end, maintaining ownership until the issue was resolved or escalated to specialist engineering teams.
- Escalated complex product issues to specialized support teams for further troubleshooting and debugging.
- Communicated technical resolutions, product guidance, and workarounds clearly to clients and stakeholders.
- Used ticketing systems and CRM tools to prioritize support cases, track progress, and maintain documentation.
- Collaborated with cross-functional teams to identify recurring issues and improve product support processes.
Education
MSc - Finance
Dublin City University
Ireland 01.2024 - 01.2025
B.Com (Honours) - Accounts and Finance
Indian Institute of Management and Commerce
India 01.2020 - 01.2023
Skills
- Customer Support & Product Support
- Customer Support Product Troubleshooting Issue Investigation Case Management Technical Support Escalation Management Customer Experience
- Communication & Service
- Phone Support Email Support Chat Support Stakeholder Communication Conflict Resolution Customer Relationship Management
- Tools & Platforms
- CRM Systems Ticketing Systems Microsoft Excel Office 365 Reporting Tools
- Analytical & Problem Solving
- Critical Thinking Root Cause Analysis Process Improvement
- Social Media Platforms
- Active User of Facebook Instagram LinkedIn Digital Platforms
PROJECTS
Green Financing & Renewable Energy Investments – MSc Dissertation, Conducted a comparative analysis of renewable energy certificate markets across India, Japan, Germany, and Sweden., Applied panel regression analysis to evaluate investment trends and pricing patterns., Utilized Excel, Stata, and Power BI for data analysis and visualization., Inflation & Unemployment: Testing the Phillips Curve in Ireland, Analyzed macroeconomic trends between 1991–2023 using OLS regression models., Evaluated economic impacts including Brexit and COVID-19 using statistical data analysis techniques.
VOLUNTEER WORK
Dublin City University, Academic Collaboration Activities, Ireland, Participated in collaborative research and data analysis projects within academic groups.
Timeline
Sales Associate
GO SALES
04.2024 - 09.2025
MSc - Finance
Dublin City University
01.2024 - 01.2025
Application Analyst
ACCENTURE
07.2023 - 08.2024
B.Com (Honours) - Accounts and Finance
Indian Institute of Management and Commerce
01.2020 - 01.2023