K.V. Pranavi

• Guided and mentored newcomers through the onboarding process, while efficiently assigning tasks to team members.
• Conduct daily audits for tasks completed by associates
• Collaborating on the creation of optimized SOPs to improve resolutions.
• Assisted in generating and analyzing reports to identify ticket discrepancies and presented findings to upper management
• Actively participated and facilitated the Bi-Weekly SME calibration call, bridging process gaps.
• Managed multiple projects, including FMEA and RPA.
• Performed deep-dives on SLAs and provided RCA/trends/actions for their improvement.

Tool Specialist

• Resolved and monitored tickets raised by operators regarding tool and network related issues such as latency, slow system/tool problems, and other abnormalities.
• Played a proactive role in identifying bugs and reporting downtimes for efficient impact estimation

Data Reviewer

• Verified authenticity of business data on Google Maps for various international markets by making outbound calls
• Cross-validated quality errors for the team to minimize marking invalid errors.
• Identified and addressed knowledge gaps within the team through sessions on commonly identified errors.
• Consistently achieved and surpassed weekly quality target of 98%.