Pallavi Shetty
Banaglore
Summary
Dynamic Team Lead at Anthology Inc Pvt Limited with a proven track record in enhancing support efficiency and driving user experience improvements. Skilled in SQL and technical troubleshooting, I excel in fostering collaboration and delivering exceptional customer service, ensuring compliance with SLAs and optimizing processes for better outcomes.
Overview
9
9
years of professional experience
Work History
Team Lead
Anthology Inc Pvt Limited
01.2023 - Current
- Leading and overseeing Tier 1 support teams to provide prompt and efficient assistance for SaaS products
- Driving initiatives to enhance response times, escalation procedures, and process efficiency
- Creating and maintaining support documentation and knowledge base resources
- Collaborating with Tier 2 and Tier 3 teams to escalate and resolve complex technical issues
- Contributing insights to improve the overall user experience through active participation in team discussions
- Ensuring compliance with Service Level Agreements (SLAs) to consistently meet or exceed customer expectations
- Conducting regular training sessions to improve the team's technical skills and product knowledge
- Partnering with cross-functional teams (Product Development, Quality Assurance) to identify and address recurring issues or bugs
- Serving as an escalation point for critical customer issues, ensuring timely and effective resolution
- Utilizing customer feedback and analytics to drive ongoing improvements in both product and support processes
Senior Product Support Specialist/ SME
Anthology Inc Pvt Limited
01.2022 - 12.2023
- Strong understanding of RDBMS concepts, including constraints and SQL query writing
- In-depth knowledge of SQL Joins (inner joins, left joins, right joins, and full joins)
- Proficient in DDL, DML, and TCL operations
- Extensive experience with SSO, SAML, LDAP, Active Directory, SSL, and expertise in reviewing and modifying scripts, analyzing, and collecting customer data log files
- Collaborated with team members to assess, review, and update training materials in various formats, ensuring they are accurate and relevant
- Skilled in using SCORM packages and other instructional design tools/software, with a solid foundation in instructional theory and assessment principles for LMS platforms
- Experienced with software repositories such as Jira, GitHub, and/or Bitbucket
- Proficient in troubleshooting complex web application issues and a wide range of software functionality and application server setup problems
- Experience with internet application technologies, including HTML, XML, internet protocols, networking, firewalls, web server configurations, and Java-based internet application architectures
- Conducts research to validate application, back-end, or technical issues, aiding customers in understanding product functionality and coordinating bug reports for fix delivery
SME - Data transmission, Data Analyst, Quality check Analyst
Cognizant India PVT LTD
08.2020 - 01.2022
- Responsible for creating SQL databases, managing data activities, performing data cleaning, executing manual and system checks, updating relevant trackers, managing discrepancies, handling queries, and resolving issues
- Conducted in-depth analysis and research on provided data, identifying inaccurate datasets by applying quality metrics, and developed ETL configurations to transform and consolidate data into the required business layout
- As a Data Quality Control Analyst, reviewed data products using SQL as part of quality control procedures to prevent customer escalations, offering recommendations for corrections when needed, and ensuring approved products were delivered to customers
- Built strong relationships with clients by leading discussions on complex issues with stakeholders, drawing conclusions, and proposing solutions, while advocating for necessary business decisions
- Identified opportunities for process optimization and improvement, recommending implementations, and gaining experience in business analysis and process excellence concepts
- Provided timely operational reports to senior management and created dashboards to track and showcase the team's progress toward meeting forecasted deliverables
Product Specialist
Cognizant India PVT LTD
07.2018 - 08.2020
- Product Specialist for US tax Roll operation process
Sr. Analyst
Cognizant India PVT LTD
09.2017 - 07.2018
- Sr Analyst for Tax Servicing
Analyst
Cognizant India PVT LTD
08.2016 - 08.2017
- Analyst for Tax Servicing
Education
Bachelor of Computer Applications -
CANARA DEGREE COLLEGE
Mangalore07.2016
Skills
- Team leadership
- Customer support
- Knowledge management
- Technical troubleshooting
- SQL databases
- Reporting and documentation
- Employee training
- Coaching and mentoring
- Quality control
- Leadership
- Problem-solving
- REST API
Awards
- Cognizant India PVT LTD, 09/23, Employee of the Month, Exceeding the target with 100% quality
- Cognizant India PVT LTD, 06/15, Game Changer, Delivering high productivity with zero quality issues
Languages
- Kannada
- English
- Hindi
- Tulu
Timeline
Team Lead
Anthology Inc Pvt Limited
01.2023 - Current
Senior Product Support Specialist/ SME
Anthology Inc Pvt Limited
01.2022 - 12.2023
SME - Data transmission, Data Analyst, Quality check Analyst
Cognizant India PVT LTD
08.2020 - 01.2022
Product Specialist
Cognizant India PVT LTD
07.2018 - 08.2020
Sr. Analyst
Cognizant India PVT LTD
09.2017 - 07.2018
Analyst
Cognizant India PVT LTD
08.2016 - 08.2017
Bachelor of Computer Applications -
CANARA DEGREE COLLEGE
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