Poornima R
Nelamangala
Summary
2+years of experience joined as Product Engineer within a year I have been a KCS coach, previously 3+years of experience joined as Tech specialist within a year I have been promoted as Quality Analyst. I have always given my best..Looking for challenging career which demands of my professional ability in terms of technical and analytical skills and dedication to a self-motivated team that will improve operational proficiency.
Overview
6
6
years of professional experience
Work History
Product Support Engineer
Verint
Bengaluru
05.2023 - Current
- Conducted in-depth troubleshooting and diagnostics for technical issues to enhance product performance.
- Monitored system performance to ensure optimal operation and minimize downtime for customers.
- Maintained product documentation, ensuring accuracy and accessibility for internal teams and clients.
- Resolved customer inquiries in a timely manner by providing effective solutions.
- Participated in training sessions to stay up-to-date with current trends in product support technology.
- Assisted in the development of software applications used in product support activities.
- Promoted high customer satisfaction by resolving problems with knowledgeable and friendly service.
- Provided KCS coaching for other Engineers from other teams
- Mentored and coached team members on KCS coaching for PAR and AQI.
Sr Quality Analyst
Byju's
Bengaluru
06.2020 - 05.2023
- Created and achieved product quality objectives and met product specifications.
- Mentored and coached team members on QA topics and strategies.
- Provided daily, weekly and monthly quality information to key stakeholders, enabling informed decision-making.
- Immediate RCA and TNI report were shared with stakeholders for improvement in process.
- Coordinated and participated in internal and external quality management system audits to guarantee product and quality specifications.
- Interviews were taken for the new joiners.
- Certifications were conducted for the trainees.
- Collaborated with vendors and managed the team of 15 agents to raise the course enquiry conversion and improve the call quality.
Product Expert
Byju's
Bengaluru
02.2020 - 06.2020
- Provided Brief information about the product and assisted with the support and technical assistance to the customer.
Technical Support Specialist
Byju's
Bengaluru
11.2019 - 02.2020
- Performed regular trend analysis, eliminating repeat issues with ticketing response times.
- Carried out timely emergency software and system repairs, limiting business operations disruption.
- Provided exceptional customer care, resolving technical concerns accurately and efficiently within agreed timeframes.
- Used help desk software, such as Zendesk to assist others throughout the working day.
Education
BE - Information Science
East West Institute of Technology
Skills
- Troubleshooting
- Technical assistance
- Product documentation management
- Coaching techniques
- Training and mentoring
- Quality control management
- Customer relationship management (CRM)
- Training and Certification
- Good Analytical and problem solving skills
- Leadership and Teamwork
- MS Excel
- MS Word
Hobbies and Interests
- Fitness
- Photography
- Video creator
- Dancing
- Travelling
Languages
- Kannada
- Hindi
- English
- Kannada
- Hindi
Languages
English
Proficient
C2
Kannada
Proficient
C2
Hindi
Elementary
A2
Timeline
Product Support Engineer
Verint
05.2023 - Current
Sr Quality Analyst
Byju's
06.2020 - 05.2023
Product Expert
Byju's
02.2020 - 06.2020
Technical Support Specialist
Byju's
11.2019 - 02.2020
BE - Information Science
East West Institute of Technology