PMPhani Gowtham Sarma Munigoti
@munigotiphani
Lead Analyst and SME specializing in customer service, BI, and process optimization.
IndiaWhat I'm looking for
I am a Lead Analyst and Subject Matter Expert with over 10 years of combined experience in academic instruction and IT industry operations, focused on customer service management and process improvement.
At HCL Technologies I lead a 14-person team, design and maintain Power BI dashboards, manage PEGA case assignments, and drive onboarding and client-facing workflows to ensure minimal rework and zero escalations.
Previously I taught as an Associate Professor and Placement Officer and served as an analyst configuring clinical codes and training junior staff, demonstrating strengths in stakeholder communication, documentation, and training.
I apply tools such as Power BI, Advanced Excel, PEGA, VECRM and ITIL practices to deliver measurable improvements—reducing onboarding time by 30% and earning internal recognition for performance and contributions.
Experience
Work history, roles, and key accomplishments
HLLead Analyst & SME
HCL Technologies Ltd
Apr 2024 - Present (1 year 9 months)
Lead a 14-member team managing PEGA case assignment and onboarding workflows, developed Power BI dashboards and reports, and drove a process optimization that reduced new customer onboarding time by 30%. Presented monthly quality and performance reports to leadership and maintained zero escalations.
Associate Professor & TPO
Viswam Engineering College
Jan 2018 - Sep 2023 (5 years 8 months)
Delivered lectures and supervised student research while leading training, placement initiatives and CSR drives that improved student career outcomes and placement rates.
Assistant Professor
Golden Valley Integrated Campus
Jan 2016 - Dec 2017 (1 year 11 months)
Developed teaching materials, supervised student projects, coordinated admissions and induction programs, and represented the institution at conferences.
Benefit Management Analyst
Hinduja Global Solutions Ltd
Aug 2013 - Nov 2015 (2 years 3 months)
Configured ICD-9/ICD-10/CPT codes, handled client escalations and project updates, trained junior analysts, and maintained process documentation while earning multiple employee awards.
Education
Degrees, certifications, and relevant coursework
JAJawaharlal Nehru Technological University, Anantapur
Master of Business Administration, Human Resources & Marketing
Master of Business Administration with specializations in Human Resources and Marketing completed in 2013.
SUSri Venkateswara University
Bachelor of Science, Computer Science
Bachelor of Science in Computer Science completed in 2011.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Job categories
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