Looking for a job

Krishna Meenakshi Mamillapalli

@krishnameenakshimami

Message

Dedicated Quality Analyst with a focus on process improvement.

India

Message

What I'm looking for

I am looking for a role that allows me to enhance quality processes and improve customer satisfaction in a collaborative environment.

I am a dedicated Quality Analyst with 4 years of experience in service desk environments, focused on quality monitoring, process improvement, and enhancing customer satisfaction. My expertise in troubleshooting and network analysis has enabled me to drive agent performance through effective training and feedback.

At HCLTech, I conducted end-to-end quality assessments of service desk calls and performed incident and ticket quality auditing, ensuring accuracy and adherence to process standards. I utilized ITIL processes to manage and improve workflows, leading initiatives that reduced defects and increased customer satisfaction by 15%.

Additionally, I analyzed network performance and security, troubleshooting connectivity issues while delivering technical support and remote desktop assistance. I am committed to maintaining high standards in QA documentation and reporting, and I thrive on improving processes to enhance overall service quality.

Experience

Work history, roles, and key accomplishments

Current

Quality Analyst / Network Analyst

Current

HCLTech

Apr 2021 - Present (4 years 3 months)

Conducted end-to-end quality assessments of service desk calls and performed incident and ticket quality auditing, reviewing for accuracy and adherence to process standards. Utilized ITIL processes to manage and improve incident, problem, and change management workflows, leading process improvement initiatives that reduced defects and increased customer satisfaction by 15%.

Active Directory ITIL ServiceNow Ticketing Network Analysis Quality Assurance Technical Support Root Cause Analysis Documentation Process Improvement

Education

Degrees, certifications, and relevant coursework

Vignan's Lara Institute of Technology and Science

B.Tech, Information Technology

Studied Information Technology, gaining foundational knowledge in various aspects of IT. Completed the program at Vignan's Lara Institute of Technology and Science.