Srikanth Reddy Malipatel (PMP)

• Successfully managed multiple projects simultaneously by prioritizing tasks according to urgency, resource availability, and alignment with organizational goals.
• Planned, designed, and scheduled phases for large projects.
• Monitored project performance to identify areas of improvement and make adjustments.
• Responsible for Managing the experience design and continuous improvements projects for Salesforce Support Org
• Deliver Process Excellence on high impact and visible strategic projects through continuous improvement and process engineering
• Demonstrated high level of initiative and creativity while tackling difficult tasks
• Leverage internal and external benchmarks to identify business process improvement initiatives
• Share best practices by bringing insights to business unit counterparts and positively contribute to culture of process excellence
• Prepare and deliver executive level presentations highlighting performance of Process Excellence team in easy-to-understand manner.
• Develop positive relationships with key partners across company, including engineering, product, finance.
• Run cross-functional team meetings efficiently and optimally, with ability to connect dots and influence key decisions.
• Lead process walkthrough workshops to understand and document as-is processes and workshops to design to-be processes
• Partner with other Process Excellence verticals (Process Documentation, Architecture, Governance and Community Readiness) to deliver on Process Excellence project commitments.
• Support and interact with executive leadership and key partners within business in developing business process strategies, including long-term goals and objectives, risk management, and facilitate cross-functional team collaboration
• Support planning process across various business projects and be trusted and critical adviser to business's executive team and relevant partners during strategy formulation, development, and execution
• Used critical thinking to break down problems, evaluate solutions, identify risks and make decisions
• Proved successful working within tight deadlines and fast-paced environment
• Exercised leadership capabilities by successfully motivating and inspiring others
• Demonstrated strong organizational and time management skills while managing multiple projects
• Introduce new methods, practices, and systems to reduce turnaround time.

• Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overall impact.
• Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
• Developed highly effective incident response team and trained extensively in preparation for possible events.
• Assessed incident priority based upon impact to business and escalated issues as necessary.
• Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
• Developed solutions to address complex issues and operational gaps.
• Partnered with business teams to understand needs and mitigate potential problems.
• Led teams of analysts to evaluate, plan and execute projects.
• Built support for change throughout business unit through direct outreach strategies.
• Created methods to integrate functions, optimize processes and prepare staff through proactive training.
• Developed and implemented preventive maintenance procedures.
• Patched software and installed new versions to eliminate security problems and protect data.
• Generated reports to track performance and analyze trends.
• Helped streamline repair processes and update procedures for support action consistency.

• Moved to IBM as part of acquisition with same roles and responsibilities

• Manage process of case auditing/evaluating to ensure effectiveness of quality processes, feedback, and system tracking.
• Create quality standards, performance improvement goals, and development of training programs by collecting, analyzing, and summarising data and trends.
• Remain current on process updates through documentation provided through multiple channels (knowledge article updates, training updates, etc.).
• Work in partnership with support managers to provide effective coaching and feedback, as well as performance and process recommendations.
• Provide Quality data to internal departments as requested.
• Present Quality results and initiatives in regular business reviews as needed.
• Evaluate processes and procedures and suggest methods to improve quality operations, efficiency, and service to both internal and external customers.
• Stay abreast of industry trends around Quality and performance enablement innovations.
• Design and implement quality Parameters as per process requirement and various quality tools, Perform QA assessments for support agents globally in agreement with defined parameters.
• Create implementation documents/articles with respect to quality parameters.
• Assessed QA performance – Retrieved and analyzed QA information to identify root causes of performance gaps and other QA problems.
• Prepare weekly and monthly QA/QC reports
• Conduct QA/QC calibration to discuss opportunities identified.
• Provide Just in time remediation to technicians based on QA evaluations.
• Monitor Help Desk Analyst progress after remediation’s train them accordingly.
• Follow up with dissatisfied customers and try to gain trust.
• Conduct session with all Team members to discuss findings of Root Cause Analysis Call.
• Regular reporting on training & QA activities, specifically: Monthly assessment results & QA Results for the month
• Complete administrative duties such as team member progress and performance reports and tracking all training level data in appropriate databases.
• Interact with Management team and Process Managers to report trainee progress, facilitate communications, and elicit input for aligning training activities with business objectives.
• Prepare and present QA/Customer Satisfaction presentation on weekly basis to leadership.

Developing Quality Awareness:

• Provided global agents with relevant Quality Control training – Provided QA trainings and prepared presentations for others in department/company regarding issues identified in evaluations.
• Collaborated closely with internal business units to improve Overall Quality.