Salesforce (ticketing & Account managing))
Anushree C A
Quality Analyst (Support)
Bengaluru
Summary
Customer Success & Quality Analyst with 5 years of experience in global operations, specializing in Team Handling, Escalation management, Client & stakeholder collaboration, audit execution, and process SOPs optimization. Led 100+ quality audits quarterly and supported 1000+ project reviews using Six Sigma principles, ensuring policy adherence and delivery accuracy, curating CSAT and KPIs. Hands-on experience with CRM ticketing systems – Salesforce, ServiceNow & Zendesk Support systems.
Overview
6
6
years of professional experience
3
3
Certifications
Work History
Quality Analyst (Support)
Accenture Pvt. Ltd.
01.2023 - Current
- Supporting 50+ Accenture MDs and 20+ global clients through emails/calls/chats to track performance and quality metrics monthly, leading to improvement in project delivery and more effective client meetings and Quality Audits.
- Closely working with internal & global stakeholders for process alignment and actions through emails/call/chat support tickets.
- Verify and execute 20-25 risk monitoring tasks daily, guaranteeing smooth operations and policy adherence using Quality Dashboards, ServiceNow, Outlook, and Salesforce CRM.
- Leading a team of 5 and provide constructive audit feedbacks, conduct process refresher training, and streamline process documents for team performance and process alignment.
- Draft and update precise Client-facing Policy documents aligned with Six Sigma principles to improve team clarity and training consistency.
- Roll out Compliance notifications for overdue projects (over 1000+ client projects) globally across APAC, EMEA, and NAM regions weekly.
- Detected and escalated 100+ plans for non-compliant immediate action through detailed analysis and delivered structured feedback emails for prompt client action and Quality Audit completion.
- Serve as a primary liaison for the India region on the Backend Operational Compliance task.
- Collaborate with cross-functional Stakeholders for UAT and pilot runs of Quality & Power BI tools for data accuracy, usability, and efficient BAU implementation.
- Leverage MS Office Suite & MS Excel (VLOOKUP, pivot tables, checklists) to analyze data to identify risk and corrective actions.
Senior Customer Experience Specialist
Kaplan India Pvt. Ltd.
01.2020 - 01.2023
- Resolved 90-100 customer emails and chats daily via Salesforce, consistently maintaining 5/5 CSAT.
- Mentored peers and trained 6+ new hires, developed SOP-aligned walkthroughs, and reduced ramp-up time by 30%, boosting team response consistency and ownership.
- Acted as the Team Communication Lead, delivering weekly operational updates to a 20-member team in huddles, achieving 100% compliance with product and policy changes.
- Conducted 250+ quality audits per quarter, improving peer accuracy, empathy, and scores by 40% with supporting follow-ups with targeted feedback.
- Monitored live queues using Genesys Workspace, optimized workload distribution, and handled escalations to minimize 48-hr SLA breaches.
- Reduced overall team backlog by identifying response delays, supporting escalation management, and streamlining case handling SOPs.
- Improved AHT by 12% over two quarters by training underperforming agents and standardizing resolution messaging across cases.
- Served as Subject Matter Expert (SME) for key backend ops:
- Product Access Extension: Allocated daily tasks to extend access for 40–50 student accounts, using Excel reports from dashboards and ensuring accuracy in line with policy.
- I-Human Med Platform: Managed 500+ accounts, resolved support tickets via Salesforce with
HR Executive
Digi Pact Pvt. Ltd.
01.2020
- Hired and onboarded 40+ employees in 3 months, ensuring 100% timely placement and smooth integration into two companies.
- Coordinated end-to-end onboarding: screened 250+ resumes, scheduled 125+ interviews, led policy discussions, and negotiated salaries, achieving a 95% offer acceptance rate.
- Issued around 100 offer letters and maintained an Excel attendance tracker with 99% accuracy, supporting smooth HR operations and compliance.
Education
BA - English
KG College of Arts And Science
03-2020
Skills
Certification
Lean Six Sigma Yellow Belt – Six Sigma Academy Amsterdam
Accomplishments
- Star Award – Kaplan (2021–2022): Highest ticket resolution, 5/5 CSAT.
- Encore Award – Accenture (FY24–FY25): Exceeded quality and delivery targets (295+ compliance)
Software
ServiceNow (ticketing)
Genesis Workspace (ticketing)
MS Office suite (Excel, PowerPoint, Teams, Outlook, SharePoint, Co-Pilot)
Confluence
Google Sheet
Slack
Zendesk Support (ticketing & Admin)
Timeline
Quality Analyst (Support)
Accenture Pvt. Ltd.
01.2023 - Current
Senior Customer Experience Specialist
Kaplan India Pvt. Ltd.
01.2020 - 01.2023
HR Executive
Digi Pact Pvt. Ltd.
01.2020
BA - English
KG College of Arts And Science