ROJA LAKSHMI S
Summary
Support Operations Lead with 10+ years of experience in global support delivery, ticket workflow management, customer satisfaction operations, team leadership, quality assurance, documentation, and KPI-driven performance improvement.
Overview
10
10
years of professional experience
Work History
Associate – Projects
Cognizant Technology Solutions
06.2015 - Current
- Oversaw daily support operations, managing ticket prioritization, routing, and escalations.
- Conducted quality assurance checks on communications to ensure high standards.
- Coordinated user acceptance testing, training sessions, and collaboration with global teams.
- Authored business requirements documents and enhanced documentation structure.
- Tracked key performance indicators including ticket resolution time and SLA adherence.
- Facilitated weekly team meetings, and created specialized technical and functional knowledge documents for team members.
- Handled technical analysis and end-to-end ticket resolution in support operations.
- Implemented many CSIs and performed many bug fixes, which reduced ticket inflow by more than 40%.
Education
MS - Software Engineering
Vellore Institute of Technology
05-2015
Skills
- Support operations and ticket management
- Quality assurance
- Communication quality
- Customer satisfaction
- Escalation management
- Team leadership and coaching
- KPI tracking and reporting
- Standard operating procedures
- Workflow optimization
- Documentation and knowledge management
- Cross-functional collaboration (SAP, CONCUR, EBUY)
- Technical expertise in NET, SQL, and ServiceNow
Accomplishments
• Best Newbie Award – 2016 (Cognizant Life Sciences)
• Path Finder Award – 2017 (Sanofi Clients)
• Performance Compensation for pandemic crisis support – 2020
• Q1 Sanofi AMS 2.0 Recognition Award – 2021
• Coral Award – 2021
• Special Award – Ideathon 2024.
• Path Finder Award – 2017 (Sanofi Clients)
• Performance Compensation for pandemic crisis support – 2020
• Q1 Sanofi AMS 2.0 Recognition Award – 2021
• Coral Award – 2021
• Special Award – Ideathon 2024.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Associate – Projects
Cognizant Technology Solutions
06.2015 - Current
MS - Software Engineering
Vellore Institute of Technology