Akhil Pabbati

• Contributed to the TEM (Transaction Error Monitoring) team by proactively monitoring system errors and ensuring seamless operational flow.
• Analyzed and troubleshot workflow issues, performing root cause analysis and implementing timely resolutions to minimize business impact.
• Managed PagerDuty alerts and handled incident response across multiple processes to maintain high service reliability.
• Partnered with cross-functional teams to resolve operational challenges and drive process improvements.
• Conducted training sessions for new hire, strengthening team knowledge and improving onboarding efficiency.
• Received a Spot Award in recognition of exceptional contributions to training and team development.
• Demonstrated strong adaptability by quickly aligning with organizational culture and continuously learning new tools and processes.
• Resolved customer inquiries through various communication channels, ensuring timely and effective solutions.
• Maintained accurate records of customer interactions and transactions within CRM systems to support operational efficiency.

Cognizant Technology Solutions – Hyderabad, Telangana
Apirl 2023 – March 2025

• Assessed customer interactions through the RAP ticketing system, ensuring adherence to quality benchmarks and regulatory guidelines.
• Delivered prompt and effective resolution to customer issues, maintaining a strong focus on first-contact resolution and customer satisfaction.
• Consistently maintained 100% quality performance by prioritizing tasks efficiently and demonstrating strong attention to detail.
• Facilitated onboarding by training and mentoring new team members on process standards and quality expectations.
• Effectively managed multiple processes in a dynamic, high-volume work environment.
• Provided comprehensive support for RAP ticketing operations across both inbound and outbound channels.

Infosys BPM Limited – Hyderabad, Telangana
Feb 2022 – Apr 2023

• Recognized as a top performer for two consecutive months for delivering consistent results across multiple operational processes.
• Demonstrated versatility by gaining proficiency in six different processes, ensuring flexibility and operational support.
• Evaluated customer queries through the ticketing system while ensuring strict adherence to regulatory and compliance standards.
• Reviewed and processed customer requests in line with defined procedures and quality guidelines.
• Maintained 100% quality scores through effective prioritization, accuracy, and a strong work ethic.
• Supported team development by mentoring and training new hires on updated policies, procedures, and best practices.