soundarya ln

I’m a Technical Support Team Lead with 3+ years managing high-volume SaaS-adjacent operations for Prudential Financial (Fortune 500). I lead with operational rigour and a data-driven mindset to improve customer experience metrics, especially through SLA ownership and smarter issue triage.

At DXC Technology, I re-engineered the issue-triage workflow to eliminate SLA breaches, cutting average resolution time by 20% and reducing escalations across a 500-employee client base. I built and led a 60-member operations team (20 direct reports), maintaining consistent SLA adherence and zero attrition incidents during my tenure. I also served as the single point of contact between operations and stakeholders, translating complex technical and process issues into actionable resolutions end-to-end.

I’m equally focused on enablement: I designed and delivered end-to-end process training for 6 batches of new hires, standardizing quality benchmarks to reduce ramp-up time. I champion runbooks and self-service knowledge-base initiatives by authoring documentation that reduces repeat queries and improves first-contact resolution rates, while using ticket trends to drive continuous platform and process improvements.