Sowmya Rena
Hyderabad
Summary
Dynamic leader with a proven track record at Infosys Pvt Ltd, adept in problem-solving and performance monitoring. Excelled in team leadership, training, and task delegation, significantly enhancing team efficiency and client satisfaction. Demonstrating adaptability in diverse work environments, and a commitment to continuous improvement.
Overview
7
7
years of professional experience
Work History
Team Lead-IQA
Infosys Pvt Ltd
Hyderabad
03.2024 - Current
- Guiding, monitoring, and leading a team of six members.
- Delegating tasks and assignments to team members.
- Set goals and objectives for the team.
- Monitoring and reviewing the team's performance.
- Tracking team progress.
- Working on site reports for weekly and monthly meetings with clients.
- Collaborated with cross-functional teams to develop and implement process improvements.
- Assisted the manager in setting achievable goals for the team while monitoring progress towards them.
Meta QC
Infosys Pvt Ltd
03.2023 - 03.2024
- Working as a Meta QC for Apigee at Google
- Work on appeals and review the audited cases which were appealed by the TSR’s
- Works on Low CES cases and will provide RCA’s
- Conducting weekly meetings about the process updates
- Helping the team if they have any doubts in the case handling process
Quality Analyst
Talentployer Pvt Ltd
Hyderabad
09.2022 - 03.2023
- Working as a quality analyst for Infosys as a subcontractor.
- Auditing the closed cases, live cases, and providing feedback to the TSRs about the process.
- Works on low CES cases and will provide RCAs.
- Helps the escalation manager and provides QA analysis.
- Conducting weekly meetings about the process updates.
- Helping the team if they have any doubts in the case-handling process.
- Conducting process knowledge tests on a monthly basis.
- We will conduct training and refresher sessions.
- We use Salesforce and Vector as ticketing tools.
Google Workspace Admin
Phygital Insights Pvt Ltd
03.2022 - 09.2022
- Worked as a Google workspace admin as a contractor to TCS
- Helped the team in migration from NIC to GWS
- Conducted training sessions about Google Workspace/Google products
- Provided live support to the Air india team in migration
- Do a quality check for all the queries resolved by the support team as part of migration
Senior Process Executive
Cognizant technologies pvt ltd
12.2020 - 12.2021
- Working as a quality reviewer for google workspace services
- Do a quality check for all the closed cases(phone,chat,email)
- G suite is re-branded as Google workspace
- Job involves helping the google workspace team in helping how to analysis the cases
- Here we use Salesforce,vector and caret tools to identify customer effort and compliance issues
Senior Process Executive
Cognizant technologies pvt ltd
08.2018 - 12.2020
- Working for a data science project which involves creating a database for the job search engine division for the entire USA, a team 70 FTE
- Job involves detailed research on analysis so as to enhance machine learning and improve end-user experience
- Helping the data science team to improve machine learning through thorough research and data analysis
- Helped the team by doing a quality check
Process Executive
Cognizant technologies pvt ltd
11.2017 - 08.2018
- Creating comprehensive keyword lists and mapping keywords to ad groups and landing pages, monitoring of campaign bidding
- Campaign planning and implementation, performance review, optimization and analysis for all assigned google accounts
- Developing recommendations based on Adwords to drive decision making across various spectrums of online marketing
- Ensure ads, keywords and landing pages are in alignment with the focus of the campaign
- Set the hierarchy of the landing pages and ensure no duplicate accounts present in database
Education
Bachelor of Technology (B.Tech) - Electrical & Electronics Engineering
Megha institute of Engineering & Technology for womens
GhatkesarIntermediate - Mathematics, Physics and Chemistry
SR Junior College
WarangalSecondary School Certificate (10th) -
Martins Grammar High School
MancheriyalSkills
- Adaptability in Diverse Work Environments
- Problem solving
- Performance monitoring
- Team leadership
- Independent Thinker
- Training and developing team members
- Task delegation
Languages
- English
- Hindi
- Telugu
Personal Information
- Father's Name: R. Prabhakar
- Date of Birth: 09/29/94
- Gender: Female
Disclaimer
I do hereby declare that all the information provided above is true to the best of my knowledge.
Timeline
Team Lead-IQA
Infosys Pvt Ltd
03.2024 - Current
Meta QC
Infosys Pvt Ltd
03.2023 - 03.2024
Quality Analyst
Talentployer Pvt Ltd
09.2022 - 03.2023
Google Workspace Admin
Phygital Insights Pvt Ltd
03.2022 - 09.2022
Senior Process Executive
Cognizant technologies pvt ltd
12.2020 - 12.2021
Senior Process Executive
Cognizant technologies pvt ltd
08.2018 - 12.2020
Process Executive
Cognizant technologies pvt ltd
11.2017 - 08.2018
Bachelor of Technology (B.Tech) - Electrical & Electronics Engineering
Megha institute of Engineering & Technology for womens
Intermediate - Mathematics, Physics and Chemistry
SR Junior College
Secondary School Certificate (10th) -
Martins Grammar High School
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