Karan Arora

Experience

1. Listing Support Engineer Ii

   Compass

   Jul 2022 — Present · Hyderabad, IN

   Authored and maintained internal and customer-facing technical documentation on Confluence by staying on top of all site and software/app changes * Implemented various cultural initiatives as the sole member of the Ops Council from the India team (out of 250+) working with the on-shore team of 17 * Closely worked with P&E staff on 3 AdHoc initiatives/projects to continually enhance the customer experience * Debugged and resolved syndication and ingestion issues using Product End2End conversion on a daily basis * Maintained a CSAT score of 4.8+ out of 5 throughout the tenure * Spearheaded creation of Slack workflows to increase team efficiency and keep track of requests and provide insights to Workforce Management * Single-handedly created process documentation for new joiners to reduce the time taken to hit full-time production by 50%* Created and resolved incident requests on JIRA, Zendesk, and OpsGenie * Worked closely with Product Managers and Sr. Product Managers to develop decision trees for optimising process workflows Tools: Zendesk, JIRA Service Management, Confluence, Canny, GitHub, Clavis, CloudApp, Postman, 1Password, and more

Education

• Spring Dale Senior School

  HSC, Commerce, 86.75%

  2002 — 2014

• Guru Gobind Singh Indraprastha University Maharaja Surajmal Institute

  Bachelor of Business Administration, 8.3 CGPA

  2015 — 2018

• Institute and Faculty of Actuaries

  Actuarial Sciences, Insurance, Business Economics, Statistics & Probability, Financial Mathematics

  2019