Ashwin Karthik
Enterprise Search Operations | Digital Marketing
- Role
- Process Lead at Tata Consultancy Services
- Location
- Chennai, IN
- LinkedIn followers
- 500 followers
About Ashwin Karthik
I am a results-driven professional with proven expertise in process leadership, SEO, and…
Experience
Process Lead
Nov 2021 — Present · Chennai, IN
As a Process Lead, I focused on enhancing search operations, streamlining workflows, and enabling data-driven decisions to improve efficiency and customer satisfaction. My role required close collaboration with stakeholders, cross-functional teams, and onshore counterparts to test, validate, and deliver impactful process improvements.Key Contributions: • Supported internal site search enhancements by testing deployment changes and validating keyword relevancy, which drove an 8x increase in conversion rates and 93% reduction in negative feedback. • Led a Spanish keyword optimization project, identifying 2,300+ high-value keywords and building a synonym dictionary that improved search result accuracy, leading to an 18% lift in click-through rates. • Partnered with internal teams to resolve search-related issues, aligning solutions with organizational goals and enhancing customer satisfaction. • Implemented a centralized Zendesk repository, reducing manual data entry and achieving a 15% reduction in monthly costs per associate. • Designed SQL-integrated Excel dashboards to track SLA compliance, ticket aging, and team performance, providing real-time visibility and enabling informed decision-making.
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