SIDDHANT SUKHATME
Quality Analyst
Pune,MH
Summary
Detail-oriented Quality Analyst with over 4 years of experience in auditing service desk operations, dedicated to enhancing ticket resolution speed, accuracy, and customer satisfaction. Expertise in call scoring and process auditing, with a strong focus on reducing ticket backlogs to drive improvements in service delivery and team productivity. Proven track record of translating complex service gaps into actionable training initiatives and enhancements to standard operating procedures, resulting in significant increases in overall quality. Committed to fostering a culture of continuous improvement and excellence within service teams.
Overview
5
5
years of professional experience
3
3
Certifications
Work History
Quality Assurance Analyst
Wipro
Pune, MH
07.2024 - Current
- Auditing internal work of Engineers handling Tickets weekly for technical accuracy and customer service adherence using Optimus tool.
- Created and maintained tracking reports in relation to performance.
- Increased team-wide CSAT scores from within 6 months by implementing targeted feedback sessions.
- Identify opportunities to rationalise QA efforts and automation of QA activities.
- Collaborated with team leads and client to identify coaching opportunities and ensure avoiding ticket rework.
Senior Process Executive
Infosys BPM
02.2023 - 06.2024
- Resolved customer technical queries as L2 support through ticketing system, ensuring timely and effective resolution to meet service level agreements.
- Managed major incidents based on priority and minimized outages, ensuring minimal impact on operations.
- Supplied necessary software and licenses to users from the Microsoft licensing portal, meeting user requirements.
- Proactively monitored operational systems and promptly resolved errors to ensure optimal system reliability.
Senior Student care specialist
Vedantu Innovations
08.2021 - 12.2022
- Completed training modules on the WAVE platform utilized in Live classes.
- Acquired new skills and implemented them in daily operations to enhance efficiency and productivity.
- Provided amiable and proficient service to customers, adeptly managing challenging situations.
- Devised plans and effectively communicated deadlines to ensure timely project completion.
- Spearheaded operational enhancements leading to cost savings and increased profit margins.
- Collaborated with customers to comprehend their requirements and deliver exceptional service.
Marketing Analyst
Simplex Engineering & Foundry Works
08.2020 - 07.2021
- Conducted market research studies, analyzed findings, and identified new growth opportunities.
- Increased brand awareness through targeted initiatives based on market research insights.
- Established and maintained strong rapport with multiple high-value clients.
- Maximized advertising efforts by creating engaging content for media relations, corporate communications, and social media posts.
- Crafted compelling and successful marketing, advertising, and website copy to enhance brand visibility.
Education
B.Tech/B.E. - Computers
Chhattisgarh Swami Vivekanand Technical University
12th - English
CBSE
10th - English
CBSE
Skills
Servicenow
Windows Administrator
Active Directory Administration
Escalation Management
Major Incident Management
Microsoft Technologies
Technical Support L2
Quality assurance analyst
Client support
Certification
Salesforce Admin
Timeline
Quality Assurance Analyst
Wipro
07.2024 - Current
Senior Process Executive
Infosys BPM
02.2023 - 06.2024
Senior Student care specialist
Vedantu Innovations
08.2021 - 12.2022
Marketing Analyst
Simplex Engineering & Foundry Works
08.2020 - 07.2021
12th - English
CBSE
10th - English
CBSE
B.Tech/B.E. - Computers
Chhattisgarh Swami Vivekanand Technical University