Shruthi Bollepally

• Managed a large-scale customer support operation for Google Cloud and Google Workspace, overseeing a team of three team leads, and more than 100 enterprise-grade support executives.
• Drove significant efficiency improvements and reduced cost-to-serve by collaborating with key stakeholders and leading a continuous Process Improvement Program.
• Innovated and implemented new solutions to error-proof processes and reduce manual intervention, ensuring high-quality, high-volume productivity.
• Cultivated a culture of operational excellence through regular team huddles, knowledge management, and a focus on skill versatility.
• Maintained and enhanced service quality by calibrating with internal and external QA teams, identifying performance trends, and implementing controls to minimize repetitive errors.
• Collaborate with MIS and Transport team to provide 24/7 Capacity
• Understand the forecast and organize/coordinate hiring drives to onboard suitable talent.

• Define and implement quality initiatives aligned with organizational goals and industry standards.
• Proactively identify potential quality issues and develop strategies to mitigate risks.
• Analyze current processes and lead continuous improvement efforts in quality control.
• Set KPIs to measure effectiveness of quality programs and initiatives.
• Collaborate with stakeholders to establish and uphold quality standards for products, services, and processes.
• Implement corrective actions for products or processes that do not meet quality standards.

Responsibilities as Team lead -

• Fostered cooperative, positive working environment for team by encouraging brainstorming automation ideas, RCA through 5 why analysis and Kaizen method
• Prepared/presented MBR, QBR's with clients and vendor sites on core metrics
• Reassessed quality control measures at systemic level to proactively identify bottom quartile performers
• Ensure 100% quality adherence from team for multiple processes of Google workspace and Google Cloud Platform
• Interacting with clients daily to enhance quality of support and more insights on how to improve product/process itself for better customer satisfaction.

Responsibilities as SME & Trainer -

• My role as SME requires me to audit interactions of agents located in 11 international sites, analyzing their performance on technical skills
• As Product trainer, trained 15+ batches to ready them as Compliance Reviewers
• Insights on tools and process is given to reduce compliance risks
• Supporting team with process and tool related queries

• As Quality Analyst, responsibilities included auditing interactions of agents located in Las Vegas & Honduras. Analyzing their performance on both Soft and Technical skills.
• Gather insights of respective agents and share feedback with client to ensure that errors are not repeated and quality is assured over supported channels.
• Sharing CSAT & DSAT opportunities and finding the root cause for dissatisfied customers to ensure great customer satisfaction going further.

• Supporting customers and helping them troubleshoot any issues with respect to Hardware, Network and Software issues at more than 50,000 7Eleven Stores across U.S and Canada.

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Translated complex technical issues into digestible language for non-technical users.