1. Kartik Potti April 2016 Page 1
Kartik Potti
#148, Yamare,DommasandraPost, SarjapurRoad,Bangalore 562 125
Mobile: +91 9632221367 E-mail: kartikpotti@me.com
Profile Summary
Over ten years of experience in service industry domains such as Hospitality Industry and Banking.
Developed content courseware for management students. Expert in identifying specific training
requirements. Well versed in creating management reports and presentations in the business area.
Exceptional managerial andorganizational skillswith a strong hold on English vocabulary and grammar.
Highlights of Relevant Skills
Technical Skills
 As a Senior Executive for Accounts at MOL-IPS, successfully implemented migration of Third Party
Invoice Verification process from New Jerseyto Hyderabad, pertaining to the monthly tracking and
collection of all outstanding per diem billing. Was a member of the internal ISO audit team at MOL-
IPS,havingsuccessfullycompletedtwoauditcycles. TrainedinEurope PerDiemandService Contract
Rating. Trained in rail billing for containers inbound to and outbound from the US.
 As an Assistant Manager for Quality at HSBC, designed new CDP (monthly 1 to 1s and appraisal)
Guidelines for the Vizag Quality team with the aim of increasing productivity and accuracy.
Implemented through Q4 of 2007. Attended Six Sigma Yellow Belt Training program.
Customer Service
 As an Animal Shelter Manager, managed and developed all aspects of the Foster Care Programs,
Adoption Programs, Volunteer Programs, Shelter Operations, and Customer Service
 As an Assistant Manager for Operations at HSBC, enhanced the sales performance ranking in the
specific queue from 18 to 2, Offer Rates increasing from 9.80% to 36.00% as against a department
target of 20.00%. Improvedthe team’ssalesperformance rankinginthe specificqueue from 18 to 1
in terms of Sales Rates.
 As an Assistant Manager for Quality at HSBC, consistently achieved a 100.00% accuracy (against
department target of 98.00%) and 0.00% dispute percentage (against department target of 2.00%).
Consistently achieveda 100% Percentage to Goal Completion for number of evaluationscompleted
for 6 consecutive months.
Managerial and Organisational Skills
 As a Quality Coach at HSBC, was selectedoutof a teamof six QualityCoachesto take overthe site’s
Quality team in a managerial capacity after six months in the quality monitoring role, based on
performance and excellent coaching and mentoring skills as well as a strong understand of Quality
Monitoring.
 As an AssistantManagerforOperationsat HSBC, improvedthe team’syearend performance rating
from77.78%, ratedas Notmeeting basicobjectives,to70.00%, to be ratedas Exceeding performance
objectives by year end, through systematic coaching on specific metrics and constantly driving the
balance scorecard approach to performance management.

2. Kartik Potti April 2016 Page 2
 As an AssistantManagerforQualityat HSBC, enhancedthe team’sQualityperformance from3.68%
(as against a site target of 40.00%) to 47.54%. Maintained a zero variance throughout in quality
monitors against the global quality comparison monitors, thereby consistently demonstrating the
accuracy of evaluations and effectiveness of coaching. The site consistently improved its customer
experience performance from 12.63% to 41.63%.
 As an Associate Client Manager at OfficeTiger Database Systems, handled a shift of 45+ document
conversion specialists, proofreaders and Quality Control personnel. Implemented collections best
practiceswithinthe team to ensure that theymet the departmenttargetof 80.00% keptrate for six
consecutive months, after not meeting it for the first half of the year.
Work History
 Independent Animal Welfare Worker, dealing with rescue and rehabilitation
 Animal Shelter Manager, Animal Aid Alliance, Bangalore (2014 – 2015)
 Personality Development Trainer, Sun International Institute of Technology and Management,
Visakhapatnam (2013 – 2014)
 Hospitality Trainer, Flying cats Academy of Aviation, Visakhapatnam (2012 – 2013)
 Senior Executive - Accounts, MOL Information Processing Services Pvt. Ltd. Hyderabad (2010 – 2011)
 Assistant Manager - Operations, Assistant Manager – Quality, Quality Coach, HSBC Electronic Data
Processing India Pvt. Ltd., Visakhapatnam (2007 – 2009)
 Associate Client Manager, OfficeTiger Database Systems India Pvt. Ltd., Chennai (2005)
 Customer Service Executive, Convergys India Pvt. Ltd., Bangalore (2003 – 2004)
Education
 4-year Bachelor’s Degree in Hotel Management, Indo-American Hotel Management Academy,
Visakhapatnam (1998 – 2002)
 KCAI recognized Canine Trainer and Behaviourist, trained under acclaimed Shirin Merchant, a pioneer
in the field of dog training and behaviour in India
Community Activities
 Independent Animal Welfare worker, involved in rescuing, treating, and rehabilitating stray,
abandoned, and injured stray animals
 Manages a Facebookfanpage calledBella:the totallybodaciousadventures, which isadailydiariesof
a pet dog named Bella.

3. Kartik Potti April 2016 Page 3
Annexure – Detailed Work Report
Animal Shelter Manager
Animal Aid Alliance, Bangalore (Jul ‘14 – Jul ’15)
 Routine duties included preparing reports, developing operational procedures, creating budgets,
seekingadditional sourcesof funding,promotingadoptionevents,interactingwithdonors,ordering
supplies, giving tours, and representing the shelter at community events.
Personality Development Trainer
Sun International Institute of Technology and Management, Visakhapatnam (May ’13 - Feb ‘14)
 Identifyingtrainingneedsanddevelopingtrainingcontentforstudentsof all hotel managementand
business management courses.
Hospitality Trainer
Flying cats Academy of Aviation, Visakhapatnam (Dec ’12 - May ‘13)
 Developingtrainingcourse ware anddeliveringtechnicaltrainingtoInternationalTravel andTourism
Management and BBA students.
Senior Executive – Accounts
MOL Information Processing Services Pvt. Ltd. Hyderabad (Apr ’10 - Oct ‘11)
 Took overall responsibility of the U.S perdiem team responsible for the auditing of all inbound
containers at designated U.S based ports for per diem applicability.
 Developingandmaintaining weeklyandmonthlyreports,andpresentationstosite managementand
business area.
Assistant Manager – Quality/ Operations
HSBC Electronic Data Processing India Pvt. Ltd. (Jan ’07 - Feb ‘09)
 Headedcustomerexperience trainingsessionswithassociates,unitmanagers,mentors/floorwalkers
and quality coaches, focused on coaching towards more consistent acknowledgements, active and
reflective listening, customer centric call servicing; ensuring optimum calibration with the Global
Quality group.
 Managing a team of 15 associates and ensuring that the team consistentlyachieves the required
productivity, sales and quality targets as per process PLAs or peer group / site averages.
 ProvidingQualityMeasurementreviewsforHSBCCard Services’operations.ProducingManagement
information, recommending solutions and supporting operations to improve effectiveness, quality
and to achieve businessgoalsandobjectives.Servingasthe site leadfor QualityforCare Operations
and ensuringthatthe 350+ FTE processconsistentlymeetsorexceedsitsSLA expectationsonQuality
driven metrics.
Associate Client Manager
OfficeTiger Database Systems India Pvt. Ltd., Chennai (Apr ’05 - Aug ’05)
 Overall accountability for a shift of 45+ document conversion specialists, proofreaders and quality
control personnel. Responsible for managing job queue based on deadline and job priority and all
client communication for the process.
Customer Service Executive
ConvergysIndia Pvt.Ltd.,Bangalore (Aug ’03 - Jul ’04)
 Managing AT&T subscriber and customer queries.