Sri Archana Pinapala
Hyderabad,Telangana
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
3
3
years of post-secondary education
6
6
Certifications
Work History
Quality Lead
Cognizant Technology Solutions
Hyderabad
2023.12 - Current
- Managing 4 workflows located at different sites with 50 FT
- 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 up skilling QA team members through Root Cause Analysis (RCA) training
- Designed and executed fungibility plans to optimize resource allocation and efficiency
- Collaborated with cross-functional teams to address root causes of quality issues, resulting in improved processes and products.
- 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)
Hyderabad
2021.11 - 2023.05
- 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
- 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 customer experience and also about agent coaching
Lead Analyst
Solera – Omnitracs – End to End Fleet Management Services
Hyderabad
2019.12 - 2021.11
- 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
Hyderabad
2015.08 - 2019.11
- Led 25-member team supporting Play Store(Apps) 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 handling 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
Education
Master of Computer Applications -
JNTU ANATAPUR
Anatapur 2005.07 - 2008.04
Skills
Performance Management
Project Management
Leadership & Innovation
Feedback and Coaching
SLA Management
Salesforce Administration
Ms Word
Ms PowerPoint
Advance Ms Excel
DML Statements
Apex data loader
Lightning Development
SOQL
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
Formulas
Process Builder
Validation Rules
Lead and case assignment rules
Certification
Certified Salesforce Admin, Associate
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
2023.12 - Current
Quality Assurance Senior Associate
Google Services India Private Limited (GOC)
2021.11 - 2023.05
Lead Analyst
Solera – Omnitracs – End to End Fleet Management Services
2019.12 - 2021.11
Corporate Digital Marketing Analyst
Accenture Solutions Pvt. Ltd
2015.08 - 2019.11
Master of Computer Applications -
JNTU ANATAPUR
2005.07 - 2008.04
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
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