PALLAVI RANI
Pune
Summary
Detail oriented Process Expert with a strong track record of improving operational efficiency, standardizing workflows, and driving quality outcomes in fast paced environments. Skilled at mapping processes, identifying bottlenecks, implementing SOPs, and collaborating across teams to streamline operations. Known for analytical problem solving, strong communication, and a data driven approach.
Overview
10
10
years of professional experience
2
2
Certifications
Work History
IT Analyst (Process Expert)
TCS
01.2019 - Current
- - Analyzed and documented workflows to identify inefficiencies and improve process turnaround time.
- - Led continuous improvement initiatives that reduced errors and improved operational accuracy.
- - Conducted detailed RCA and implemented corrective action plans.
- - Standardized SOPs to align with organization-wide workflows.
- - Collaborated with product, operations, and quality teams to support process transitions.
- - Monitored KPIs and prepared weekly and monthly performance reports.
- - Revamped Quality Framework and audit structure improving audit accuracy and reducing review time.
- - Conduct 400+ monthly quality audits, reducing agent error rates and improving compliance to 99%.
- - Built and delivered mandatory training modules to improve onboarding efficiency and reduce early-stage errors.
- - Conduct ongoing refresher and voice training to improve call quality and reduce escalations.
- - Introduced automation in quality reporting to reduce manual effort.
- - Improved CSAT consistency from 92% to 99% through targeted performance interventions.
- - Collaborated with shift leads and stakeholders for RCA and escalation handling.
Quality Analyst
Wipro Technologies
03.2016 - 08.2019
- Project: Vestas
- - Performed 200+ monthly audits improving ticket resolution accuracy.
- - Conducted RCA and prepared performance dashboards and reports.
- - Contributed to Lean Project that reduced Reopen Ticket count improving compliance.
- Project: British Telecom (BT) | SME (Quality Analyst)
- - Conducted agent process training and compliance sessions.
- - Delivered feedback meetings and huddles to improve quality output.
Education
Post Graduate Diploma - Transmission and Distribution Systems (O&M)
NPTI Nagpur
01.2014
Bachelor of Engineering - Electrical
Rajasthan Technical University
01.2012
Skills
- Process Mapping and Optimization
- SOP Development and Documentation
- Root Cause Analysis (RCA)
- Lean and Six Sigma Tools
- Quality Assurance and Compliance
- Cross Functional Coordination
- Reporting and Performance Metrics
- Stakeholder Management
- Workflow Automation
- Continuous Improvement Initiatives
- MS Office (Advanced)
- AutoCAD (Electrical)
- ServiceNow
Certification
ITIL
Accomplishments
Multiple client appreciation awards for improving quality outcomes.
- Achieved 100% Annual CSAT score for the project.
- Recognized in cultural and technical events.
- Achieved 100% Annual CSAT score for the project.
- Recognized in cultural and technical events.
Timeline
IT Analyst (Process Expert)
TCS
01.2019 - Current
Quality Analyst
Wipro Technologies
03.2016 - 08.2019
Post Graduate Diploma - Transmission and Distribution Systems (O&M)
NPTI Nagpur
Bachelor of Engineering - Electrical
Rajasthan Technical University