Rekha Kumari
Implementation Specialist
Bangalore
Summary
Experienced Quality Analyst bringing 8 years of quality performance in customer support supervisory roles. Skilled in mentoring team members to deliver exceptional service and building team morale through effective communication and positive performance feedback. Accustomed to defusing customer dissatisfaction and managing competing priorities with superior results.
Overview
8
8
years of professional experience
4
4
years of post-secondary education
Work History
Implementation Specialist
Mobisy Technologies Private Limited.
Bangalore
04.2022 - Current
- Focused solutions on industry-specific workflows, client bases, and protocols, tailoring implementations to client needs.
- Suggesting solutions to developing problems during the project so that correct modifications could be made.
- Meeting with clients following the sale of software packages to collect data and other information required to customize software systems.
- Creating a project plan for each client, detailing the tasks that need to be completed for the timely installation of customized software systems.
- Communicating with clients throughout the software customization process to obtain feedback and approval
- Writing optimized test cases to maximize success of manual software testing with consistent, thorough approaches, to make sure there is no gap in the development.
- Customizing software systems based on clients’ individual needs and specifications.
- Creating a specialized document for each client, detailing all customizations made with training manual.
- Providing cost and time estimates to clients who require additional customizations to be done.
Sr. Quality Assurance Analyst
Concentrix (Hostgator)
Bangalore
10.2019 - 03.2022
- Responsible for monitoring and maintaining quality and compliance targets for the technical support team [Web Hosting].
- Responsible for supporting customer experience improvement initiatives by applying proven quality and improvement strategies and methodologies.
- Responsible for training and mentoring new Quality Assurance Analysts in the team.
- Created/ updated project manuals and technical documentation used by the quality assurance team.
- Making sure that all QA records, data, and information are available to managers and leadership.
Quality Assurance Analyst
Citrix Systems Inc
Bangalore
04.2017 - 06.2019
- Responsible for monitoring and maintaining quality and compliance targets for the technical support team.
- Supporting customer experience improvement initiatives by applying proven quality and improvement strategies and methodologies.
- Provide the necessary coaching, training, and motivation for chat support agents to improve client-set metrics.
- Creating and updating knowledge-based articles to simplify the process.
- Responsible for supporting management meetings to discuss current performance with team members and apply direct accountability to improve organizational outcomes.
- Proactive, result-driven, and hands-on approach to improving process efficiency and quality output on an ongoing basis.
Customer Support Executive
Citrix Systems Inc
Bangalore
01.2016 - 04.2017
- Answer customer inquiries, resolve product and purchase-related issues via phone, email, or chat, and expedite resolution.
- Promote and upsell company products and services to increase company revenue
- Work on escalations raised by the internal and external teams.
- Made reasonable procedure exceptions to accommodate unusual customer requests based on the customer's business impact.
- Coordinate with multiple teams to bridge the gap and provide a delightful customer experience.
- Analyze every issue carefully and execute them to completion
- Attaining daily, weekly, and monthly targets specified by the process.
Technical Support Executive
AT&T
Bnagalore
04.2015 - 12.2015
- Worked as a technical support executive (AT&T) for international voice process.
- Handling technical issues related to IPTV, VoIP and internet.
- Troubleshooting over the remote access whenever needed
- Attaining daily, weekly and monthly targets as per the client's requirements
Education
Bachelor of Engineering - TELECOMMUNICATION
AMC Engineering College
01.2010 - 04.2014
Skills
Quality control guidelines
undefinedTimeline
Implementation Specialist
Mobisy Technologies Private Limited.
04.2022 - Current
Sr. Quality Assurance Analyst
Concentrix (Hostgator)
10.2019 - 03.2022
Quality Assurance Analyst
Citrix Systems Inc
04.2017 - 06.2019
Customer Support Executive
Citrix Systems Inc
01.2016 - 04.2017
Technical Support Executive
AT&T
04.2015 - 12.2015
Bachelor of Engineering - TELECOMMUNICATION
AMC Engineering College
01.2010 - 04.2014
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