Naveen Sala

• Working with leading Energy and Resources client to improve user experience
• Owning the Survey Mechanism and analyzing trends and providing meaningful insights on improving experience
• Defect analysis and insights on Quality and Service Level improvement
• Driving Shift left opportunities. Coordinating with Product teams and providing volume analytics for the respective products to identify incident reduction opportunities
• Chat bot performance improvement. Contributing to Knowledge management enhancement
• Working with Service Now Platform teams to enhance survey triggering mechanism and identify opportunities to improve response rate
• Successfully deployed 5 point survey mechanism across IT
• Using Power BI, regression analysis tools for data analysis

• Managing team of Quality analysts responsible to perform transaction quality reviews of Technical Support Engineers.
• Preparing quarterly reports and sharing insights with Leadership highlighting Primary Focus Areas, Best Practices and trend analysis.
• Achieved Global Quality Score improvement from 78 to 89 within 3 cycles of full reviews. Average CSAT scores also improved from 86% to 90%.
• Relationship Manager for Product Domain leaders within Global Support and Partners. Provided on demand assistance on Quality Program
• Process Walkthrough Sessions conducted along with Senior Quality Analysts with more than 80% participation across Global Support.
• Created Manager Enablement program to train all managers on performing process reviews and achieved 100% completion within timeline.
• Created Video Snippets and Demo on Quality Program best practices to Simplify the understanding for engineers.
• Conducted Soft Skills and Communication training for New and experienced Engineers. Contributed to Advanced Soft Skill training creation for Senior Engineers.
• As part of transition from Salesforce Lightning to Wolken, simplified the quality parameters, created self serve video content on quality process and soft skills. Modified the End to End process for the support lifecycle.
• Defined Performance Management metrics to evaluate performance for Quality Analysts. Regular performance feedback through 1 to 1s.
• Created New tool for performing quality reviews and setup reporting. Demonstrated to Senior Leadership and received acceptance.
• Sessions conducted to upskill team members. Conducted Workshops on ITIL basics, Project management and Developing Leadership skills.
• Contributed to Project on defining Role of Manager, analyzing responses, identifying common themes, Proactive and Reactive tasks analysis, Time management and created Handbook including definitions and best practices.
• Presented Quality Program progress during QBR and Leadership connects.

People Management with Client/Business Facing responsibilities. Focus on Delivering Best Customer Experience and Achieving the Metrics.

• Led Team to successful delivery of IT Services to Distribution, Retail, Healthcare and Aviation Sector Clients.
• Several Short term projects undertaken and accomplished within timelines with no impact.
• Defining Critical Success Factors during Process Designing.
• Analyze Risk and mitigation strategies for seamless Delivery.
• Compliance Management as per ISO 27001, 9001 Standards. Successfully Cleared ISO Audits for the Processes.
• Risk and Issue Management proficiency.
• Transition management practices successfully followed for multiple Projects.
• People Management, Employee Focused and Skill enhancement approach to achieve Quality Results.
• Quality Management Practices for Better Service Delivery. Six Sigma and Agile Projects Driven to enhance Customer Experience with efficiency.
• Automation Driven using RPA (Robotic Process Automation). Exposure to Tool and experience in Debugging the Program.

Leading the IT Service Delivery Team to Attain Defined Metrics, drive Quality and Continual Service Improvement Projects. Technical Projects and Deliver training.

• Network Segmentation Project of VLAN successfully accomplished for Retail Client.
• VM creation and Network Allocation using Vsphere Client. RHEL Linux Troubleshooting for Application and OS management.
• Network Rebuild using PXE boot Module. Windows 2003 and 2008 R2 Server exposure for DHCP management.
• Print Server and Services restore on Servers.
• Incident and Change Management experience. Driven CAB meeting and performed Risk Analysis for Changes.
• Problem Management practices, Performed RCA for Problems using Five Why and Ishikawa method.
• SCCM and Java Script Troubleshooting experience.
• Windows 10 extensive troubleshooting with Reset and OS re-installation.
• Exposure to SQL Commands for MS-SQL.
• Threat Monitoring and Coordinated with Cyber Security team for Risk mitigation.
• Problem Solving and Deep Dive Analysis for Unresolved scenarios.
• Process Designing and Known Error Database Management.