Summary
Overview
Work History
Education
Skills
Websites
Certification
Accomplishments
Timeline
Generic
SRI ARCHANA

SRI ARCHANA

Summary

Ambitious Salesforce beginner with a passion for excelling in new domains. Holds ADM201 and Salesforce Associate certifications, complemented by strong Excel skills. Proficient in analyzing customer needs and business requirements to provide effective technical support.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Quality Lead

Cognizant Technology Solutions
India
12.2023 - Current
  • Managed QA queue, assigned cases, and coached team members to address process gaps
  • Conducted calibrations and implemented training sessions to enhance team proficiency
  • Led client reviews and developed action plans to drive continuous improvement
  • Led efforts in upskilling QA team members through Root Cause Analysis (RCA) training
  • Designed and executed fungibility plans to optimize resource allocation and efficiency
  • Project: Customer Journey Mapping - Conducted comprehensive analysis to identify opportunities for enhancing customer experience throughout the entire lifecycle, from initial form submission to case resolution.

Quality Assurance Senior Associate

Google Services India Private Limited (GOC)
India
11.2021 - 05.2023
  • Coached and educated Analysts to optimize campaigns and ensure compliance
  • Conducted audits, maintained SOP documentation, and prepared Root Cause Analysis
  • Implemented automation projects to improve customer experience and agent coaching
  • Prepare Root Cause Analysis (RCA) for the quality issues and briefing is made via 5 Why’s to understand the cause and effect of the problem
  • Help the Managers in preparing the highlights and lowlights with respect to the SLA defined from Onshore and present the same in MBR and WBR
  • Identifying the Bottom Quartile Associates in POD and Agent opportunities from the audits, and provide timely feedback using the Q+ and QMS Quality tools
  • Create and maintain flowcharts, guidelines, Canned response, Easy accessing docs for internal referrals with any new instances and recording for future references
  • Sigma Project: Automation of Feedback Emails - An automated feedback system is a critical step to improving your customer experience and also about agent coaching
  • It gives agents an idea of what the customer is expecting of them and in turn, helps the agents to understand what could have been avoided.

Lead Analyst

Solera – Omnitracs – End to End Fleet Management Services
India
12.2019 - 11.2021
  • Handled a team of 27 employees
  • Led a team in quality awareness and implemented quality programs
  • Managed non-conformances and corrective actions to meet quality standards
  • Projects handled in Virtual Working, Asset Management In Virtual working, Fun Activities, Team Engagement Activities – Process Oriented.

Corporate Digital Marketing Analyst

Accenture Solutions Pvt. Ltd
India
08.2015 - 11.2019
  • Led 25-member team supporting Chrome OS and Android devices
  • Conducted Root Cause Analysis for technical issues and client escalations
  • Ensured prompt service delivery with high accuracy
  • Managed audits and provided feedback to optimize team performance
  • Oversaw DSAT audits, reducing agent-driven issues
  • Handled comprehensive reporting including AUX, DSAT Taxonomy, and SOP reports
  • Provided regular business review reports
  • Client Ads Account Specialist in handled the end-to-end support roles for Google Ads and Doubleclick platforms (DBM currently DV360) and help Google meet its business objectives set to its advertisers with their advertising campaigns
  • Interafed with the clients or their sales team on a day-to-day basis in setting up the campaigns and running creative live with tracking tags embedded along with the site-served ads
  • Handled client requests on Display and Video Campaigns from the Google Internal Sales Team and or External Advertisers relating to Ad Trafficking, Third Party Tags Configurations, Pixels Integrations, Ad Operations, Optimizations, Troubleshooting, Reporting, Discrepancies, Recommendations etc ensuring the campaign objectives to schedule and start campaigns are defined in order to meet the objectives.

Quality Lead

Quality Assurance Senior Associate

Lead Analyst

Corporate Digital Marketing Analyst

Education

Post Graduation -

JNTU Anantapur University
India
01.2008

Graduation -

V R College Nellore
India
01.2005

Skills

  • Performance Management
  • Project Management
  • Leadership & Innovation
  • Feedback and Coaching
  • SLA Management
  • Salesforce Administration
  • Ms Word
  • Ms PowerPoint
  • Advance Ms Excel
  • Apex class
  • Apex Trigger
  • DML Statements
  • Apex data loader
  • Lightning Development
  • SOQL
  • LWC
  • Apex class
  • Securities
  • Workflows &Approvals
  • Reports
  • Dashboards & Analytics
  • Leading cross-functional teams
  • Strategic feedback and Coaching
  • Change Management
  • Root Cause Analysis
  • Corrective and Preventive Actions
  • SOP documentation
  • Business process improvement standards
  • Salesforce CRM systems
  • Workflow automation
  • Data management
  • Custom objects
  • Tabs
  • Fields
  • Record types
  • Page layouts
  • Roles and profiles
  • Dashboards
  • Users
  • Workflows
  • Approval processes
  • Email services
  • Screen flow
  • Record-triggered flow
  • Scheduled-triggered flows
  • Formulas
  • Process Builder
  • Validation Rules
  • Lead and case assignment rules

Websites

Certification

  • Certified Salesforce Admin, Associate
  • Certified professional in SIX SIGMA: Green Belt by Linked in
  • Certified by Coursera on How Google does Machine Learning
  • Certified in Fundamentals of Digital Marketing | Linked in
  • Certified in Display and Video 360
  • Certified in Google Ads

Accomplishments

  • Received Best Team Lead awards on monthly and Quarterly Stats.
  • Received Star Of Business Award towards creating value for Accenture clients through Business outcomes.
  • Received Best Performer awards on monthly and Quarterly Stats (Ensured to be among Top 5 in Stack Ranking).
  • Received many appreciations from Managers, Quality Leads for excellent work and support.

Timeline

Quality Lead

Cognizant Technology Solutions
12.2023 - Current

Quality Assurance Senior Associate

Google Services India Private Limited (GOC)
11.2021 - 05.2023

Lead Analyst

Solera – Omnitracs – End to End Fleet Management Services
12.2019 - 11.2021

Corporate Digital Marketing Analyst

Accenture Solutions Pvt. Ltd
08.2015 - 11.2019

Quality Lead

Quality Assurance Senior Associate

Lead Analyst

Corporate Digital Marketing Analyst

Post Graduation -

JNTU Anantapur University

Graduation -

V R College Nellore

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