Bhavana Badugu
Hyderabad
Summary
Dynamic Technical Specialist come Trainer with a proven track record of 6 years , excelling in software implementation, Troubleshooting and user training. Adept at root cause analysis and quality assurance, I drive process improvements and enhance customer satisfaction through effective communication and technical troubleshooting. Recognized for developing impactful training materials and integrating software solutions seamlessly.
Overview
8
8
years of professional experience
Work History
Technical Specialist
Carestream Dental ( Project - Imaging and Server Support & Trainer )
Hyderabad
08.2024 - Current
- Supported software implementation with client training and troubleshooting expertise.
- Evaluated third-party software solutions for potential integration into existing infrastructure.
- Utilized knowledge of applications, programming and systems functionality to assist employees with technical needs.
- Worked collaboratively across departments and with various stakeholders to deliver comprehensive, effective training sessions.
- Suggested and offered specific training programs to help workers maintain or improve job skills.
- Worked with leadership to assess training requirements.
- Resolved customer inquiries regarding system setup and usage via phone and email support tickets.
- Assisted in the installation, testing and maintenance of hardware and software systems.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Maintained updated knowledge through continuing education and advanced training.
- Provided support and guidance to colleagues to maintain a collaborative work environment.
Technical Support Engineer
CGS ( Project - Dell Technologies QA & Trainer )
Hyderabad
03.2024 - 05.2025
- Referred major hardware or software problems or defective products to vendors or technicians for service.
- Collaborated with teams to solve technical customer problems across product suites.
- Supervised and directed workers engaged in installation of data communication equipment and software.
- Assisted users with password resets and account lockout resolutions.
- Facilitated root cause analysis for technical problems and implemented corrective actions.
- Recommended system enhancements and upgrades to support evolving business needs.
- Trained end-users and internal staff on new technologies and system updates.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Troubleshot network connectivity problems such as router configurations, IP addressing, and DHCP server setup.
- Provided after-hours support to ensure 24/7 system availability and customer satisfaction.
- Reviewed, analyzed and documented data related to quality assurance processes.
- Monitored production processes to ensure compliance with established quality control standards.
- Investigated customer complaints related to product quality and developed solutions accordingly.
- Maintained quality assurance procedure documentation.
- Ensured adherence with applicable regulations such as ISO 9000 and 9001 standards.
- Developed and implemented procedures for inspecting, testing and evaluating the precision and accuracy of products or services.
- Oversaw process checks to verify proper completion and correct frequency.
- Monitored testing procedures to meet established item specifications, standard test methods or protocols.
- Analyzed project requirements to find bugs and eliminate issues.
- Created, edited, and updated project manuals and technical documentation used by entire QA team.
- Documented inspection results according to established protocols including detailed reports outlining any potential defects or discrepancies found during review process.
Process Specialist
Infosys ( Project - Apple MAC systems QA & Trainer )
Hyderabad
08.2019 - 07.2022
- Resolved complex issues related to process development and implementation.
- Generated performance reports on process efficiency and effectiveness.
- Updated standard operating procedures to incorporate feedback from quality and technical departments.
- Reviewed customer requirements to ensure accuracy of product specifications.
- Reviewed, analyzed and documented data related to quality assurance processes.
- Analyzed issues and recommended corrective actions to improve final results.
- Provided technical support by troubleshooting equipment malfunctions during production runs.
- Maintained quality assurance procedure documentation.
- Worked with off-site teams to complete timely tests and facilitate smooth product releases.
- Analyzed production accuracy to formulate corrective action plans.
- Participated in technical trainings and workshops to improve skills set and boost overall knowledge.
- Collaborated with cross-functional teams to develop solutions for identified issues related to product or service quality.
- Conducted audits of internal systems, processes, products and services in order to assess their effectiveness.
- Assessed and tested builds to uncover bugs and assisted in finding resolutions.
- Maintained records of inspection results, test methods used and other relevant information regarding quality assurance activities.
- Completed data capture forms, equipment logbooks or inventory forms to support testing procedures.
- Worked with cross-functional teams to achieve goals.
- Maintained up-to-date records of all monitored calls, including audio recordings, notes, and other relevant data points.
- Conducted regular call monitoring of agents to ensure adherence to company policies and procedures.
- Created training materials for new hires related to call monitoring techniques and best practices.
- Monitored live calls with customers and provided instant feedback to agents as needed.
- Performed root cause analysis on customer complaints related to poor quality of service from agents during a call interaction.
- Recognized by management for providing exceptional customer service.
- Worked successfully with diverse group of coworkers to accomplish goals and address issues related to our products and services.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Exceeded customer satisfaction by finding creative solutions to problems.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
Process Associate
Genpact ( Project - GoDaddy & Walgreens )
Hyderabad
09.2017 - 03.2019
- Performed data entry tasks to update customer records and maintain accuracy of information.
- Participated in regular team meetings and provided input on ways to improve existing processes.
- Utilized document management system to organize company files, keeping up-to-date and easily accessible data.
- Oversaw quality control to identify inconsistencies and malfunctions.
- Set specific goals for projects to measure progress and evaluate end results.
- Identified needs of customers promptly and efficiently.
- Organized client meetings to provide project updates.
- Worked closely with human resources to support employee management and organizational planning.
- Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
- Maintained positive working relationship with fellow staff and management.
- Determined consumer needs to provide products and services appealing to larger market.
- Maintained client confidentiality according to HIPAA regulations at all times.
- Collected deposits or payments and arranged for billing.
- Prepared daily reports on registration activities, highlighting areas for improvement.
- Reviewed eligibility responses to assess patient benefit level and prepare estimates.
- Collaborated with other departments such as IT, Billing, Accounts Receivable, Medical Records and Quality Assurance in order to resolve any coding-related problems quickly.
- Maintained accurate records of all denied claims, appeals, and outcomes for reporting and analysis.
- Utilized medical billing software to track and manage denied claims efficiently.
- Managed the appeals process by preparing responses for timely filing of appeal letters.
- Developed and implemented denial prevention strategies to reduce the frequency of denied claims.
- Provided exceptional customer service to patients, addressing their concerns and questions regarding denials and appeals.
- Conducted end-to-end testing of websites for functionality, performance, and usability.
- Identified and reported website bugs to the development team.
- Tested functionality, performance and compliance of each product against design specifications to maintain strong development standards and high customer satisfaction.
- Provided feedback on UI and UX designs to improve overall user experience.
- Collaborated with QA team members to develop effective test strategies.
- Monitored bug resolution efforts and tracked successes.
- Monitored and facilitated bug resolutions to optimize software.
- Monitored website traffic logs to assess user experience levels across different platforms.
- Evaluated cross-browser compatibility issues related to webpages layout, styling.
- Investigated customer complaints regarding website usability or navigation issues.
Education
Bachelor of Technology - Electronics and Communications Engineering
Malla Reddy Enginerring College For Women
Hyderabad05-2017
Skills
- Software implementation
- Quality assurance
- Root cause analysis
- Customer service
- Network troubleshooting
- Technical troubleshooting
- User training
- Process improvement
- Hardware and software updates
- Process automation
- Software integration
- Defect tracking
- QC investigations
- Quality processes
- Training material development
- QA methodologies mastery
- Audit processes
- Software quality assurance
- Sampling
- SQL
- SOP development
- Quality improvement
- Mastery of QA methodologies
- Regression testing
- Call monitoring
- Excellent communication
Accomplishments
- Received 'Associate for the month of December 2018 for Prime MM collections' for maintaining quality and highest productivity.
- Received 'Spot Award' in Quarter 1 for Training and Mentoring the Production team.
- Received 'Spot Award' in Quarter 2 for Exemplary performance in Quality Team.
- Promoted as Process Specialist in Quarter 3.
- Have been selected for Reward Program called Infosys Star Incentive Plan (SIP) - 2021-2022.
Timeline
Technical Specialist
Carestream Dental ( Project - Imaging and Server Support & Trainer )
08.2024 - Current
Technical Support Engineer
CGS ( Project - Dell Technologies QA & Trainer )
03.2024 - 05.2025
Process Specialist
Infosys ( Project - Apple MAC systems QA & Trainer )
08.2019 - 07.2022
Process Associate
Genpact ( Project - GoDaddy & Walgreens )
09.2017 - 03.2019
Bachelor of Technology - Electronics and Communications Engineering
Malla Reddy Enginerring College For Women
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