Lakshmi Bai
Bengaluru
Summary
Accomplished Senior Quality Associate at Hewlett Packard, skilled in process monitoring and improvement. Expert in quality assurance tools and cross-functional collaboration, I successfully mentored junior associates and led initiatives that enhanced operational efficiency. My commitment to customer satisfaction and data-driven improvements has consistently driven quality enhancements across projects.
Overview
17
17
years of professional experience
1
1
Certification
Work History
Senior Quality Associate
Hewlett Packard
Bengaluru
07.2021 - Current
- Developed and implemented quality assurance procedures for compliance standards.
- Collaborated with cross-functional teams to resolve quality-related issues.
- Mentored junior associates on best practices in quality control methods.
- Reviewed documentation to ensure accuracy and adherence to regulations.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Collaborated with stakeholders to identify, investigate, and verify complex records and potential risk issues.
- Supported continuous improvement initiatives by analyzing performance data and recommending process enhancements.
- Prepared and presented detailed reports on quality metrics, trends, and improvement initiatives to management.
- Monitored and evaluated supplier performance to ensure compliance with quality requirements.
- Coordinated with cross-functional teams to address quality issues and implement corrective actions.
- Identified quality problems and recommended solutions.
- Participated in technical trainings and workshops to improve skills set and boost overall knowledge.
- Reported findings and recommendations to management for decision-making purposes.
- Developed and maintained quality assurance protocols, processes and procedures.
- Conducted internal audits to ensure compliance with company quality standards.
- Provided guidance on regulatory requirements related to product quality assurance.
- Evaluated supplier performance against established criteria.
- Created reports summarizing quality initiatives and performance metrics.
- Analyzed customer feedback data to identify areas for improvement in product quality.
Senior Quality Associate
Optus and Belong
Techmahindra
07.2018 - 06.2021
- Worked for the Optus process as a Senior Quality Associate at Tech Mahindra and was aligned as a Senior Quality Associate in the Telecom project, Belong.
- Conducted quality assessments on telecommunications products and services.
- Developed and implemented quality assurance procedures for compliance standards.
- Mentored junior associates on best practices in quality control methods.
- Facilitated training sessions on quality standards and protocols for staff.
- Maintained records of test results, inspections, corrective actions.
- Created reports summarizing quality initiatives and performance metrics.
- Monitored QA procedures for adherence by employees, notifying personnel of non-compliance issues.
- Prepared reports to communicate results of quality inspection activities to management.
- Collaborated with management to discuss effective plans for resolving major quality problems.
- Utilized root cause analysis techniques to identify and rectify quality-related problems.
- Led internal audits to identify areas for improvement and ensure adherence to quality management systems.
- Maintained accurate records of quality reports, statistical reviews, and relevant documentation.
Senior Technical Support Specialist
HCL Technologies
Bengaluru
03.2014 - 05.2017
- Deutsche Bank Process
- Provided technical support for banking applications and systems.
- Managed ticketing system to prioritize and track support requests.
- Walked customers through processes of installing software or hardware and initial program start up procedures.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Ensure a high level of customer service and excellence is delivered until the tickets are closed in the portal.
- Managed user accounts, passwords, permissions, group policies. in an Active Directory environment.
- Coordinated with third-party vendors when appropriate to resolve customer inquiries.
- Maintained customer accounts in a CRM system to track customer interactions.
- Provided technical support for customers over the phone and via email.
- Resolved complex technical issues with customers, including hardware and software problems.
- Assisted users in setting up their mobile devices with corporate email accounts.
- Assisted junior staff members with resolving technical issues they were unable to solve themselves.
- Assumed remote control over customers' computers when necessary to resolve problems.
- Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Technical Solution Representative
Hewlett Packard
Bengaluru
08.2010 - 10.2012
- Provided technical support for hardware and software issues.
- Assisted customers with product installations and configurations.
- Diagnosed and resolved technical problems via phone and email.
- Educated customers on product features and best practices.
- Documented customer interactions in the support database accurately.
- Managed customer inquiries to ensure timely resolution of issues.
- Coordinated with third-party vendors on behalf of customers when necessary.
- Resolved customer inquiries regarding software, hardware, and network issues.
- Worked closely with other departments such as sales and engineering to ensure customer satisfaction.
- Demonstrated product features and functionality to customers via phone or online support platforms.
- Utilized knowledge base articles to quickly resolve customer inquiries.
- Identified recurring technical issues and reported them to the appropriate personnel for further investigation.
- Performed system updates, upgrades, installations, repairs, configurations, migrations.
- Conducted remote desktop sessions to diagnose, repair, and configure software applications.
- Collaborated with sales team to understand customer requirements, boost product sales and provide sales support.
Technical Support Executive
Hinduja Global Solutions
Bengaluru
11.2008 - 07.2010
- Worked in the inbound US process for EarthLink Internet Service Provider.
- Installation and configuration of ADSL modem, router, and filters.
- Check for network and email outages and downtime at the customer’s city/state using application software.
- Delivered exceptional customer service by actively listening and addressing concerns promptly.
- Resolved escalated customer complaints promptly and professionally.
- Coordinated with vendors for repairs or maintenance of network equipment.
Education
B Sc - Computer Science
Christ College
Bangalore01.2007
PUC -
Krupanidhi Pre University College
Bangalore01.2004
10th / SSLC -
Neena Higher School
Bangalore01.2002
Skills
- Process monitoring and improvement
- Quality assurance tools
- Cross-functional collaboration
- Customer feedback analysis
- Mentoring junior associates
- Stakeholder engagement
- Six sigma methodologies
- Auditing techniques
- Documentation and reporting
- Customer satisfaction strategies
- Support and issue resolution
- Data-driven process improvements
- Operational efficiency enhancements
- Team dynamics facilitation
- Skill development initiatives
Personal Information
Date of birth: May 4, 1986
Address: 607, 1st E Cross, 2nd Main Road, 8th Block, Koramangala, Bangalore – 560095
Certification
- I have successfully completed MCP (Microsoft Certified Professional ID: 6343815)
- PS Foundation Level - HP Consumer Notebooks
- PS Professional Level - HP Thin Clients, Retail Point of Sale System & Workstations
IT CREDENTIALS
- Application Software's - MS-Office and MS- Outlook
- Desktop/Laptops - Windows XP, Windows VISTA, Windows 7, Windows 8, Windows 10, Windows 11
Languages
English
Upper Intermediate (B2)
B2
Hindi
Upper Intermediate (B2)
B2
Tamil
Intermediate (B1)
B1
Urdu
Upper Intermediate (B2)
B2
Timeline
Senior Quality Associate
Hewlett Packard
07.2021 - Current
Senior Quality Associate
Optus and Belong
07.2018 - 06.2021
Senior Technical Support Specialist
HCL Technologies
03.2014 - 05.2017
Technical Solution Representative
Hewlett Packard
08.2010 - 10.2012
Technical Support Executive
Hinduja Global Solutions
11.2008 - 07.2010
B Sc - Computer Science
Christ College
PUC -
Krupanidhi Pre University College
10th / SSLC -
Neena Higher School