Swaragini Thipparthi
INFORMATION SECURITY SPECIALIST
Chennai
Summary
Information Security Professional expertise in risk management, policy development and strategic planning. Advanced knowledge of regulatory compliance with proven track record of partnering with executives and business leaders to identify vulnerabilities and create corrective actions
Broad experience in performing many General IT audits, due diligence, Internal IT audits, Business Systems security audits, and Control assessments
Gained exposure to diverse sectors which includes Telecom, Infra, Communications, Ecommerce and BFSI.
Efficient trainer with expertise in process improvement, security awareness trainings and root cause analysis trainings
Technically sound with proven abilities in auditing key areas like Application development, Application Management, Telecom services and all supporting teams.
Hands on experience in Designing, Developing and Enhancing organizational internal security controls to meet and comply with regulatory & Client requirements.
Overview
12
12
years of professional experience
5
5
Certificates
6
6
Languages
Work History
Risk and Compliance Manager
ISON Xperiences
03.2021 - 02.2024
- Delivered subject matter expertise for internal and external customers on compliance best practices and quality control for India Locations with 100% compliance
- Prepared and presented comprehensive reports to upper management and audit team, covering issues and recommendations.
- Prepared records and data for regular audits.
- Monitored KPIs and prepared evaluations, assessments, and reports.
- Reviewed documents, files, transcripts, and other records to assess compliance and potential risk.
- Collaborated with contract team to review client contracts and facilitate personnel compliance training.
- Collaborated with HR and IT to develop and implement code of business and ethics and anti-harassment policies and related personnel training.
- Developed and delivered training programs to inform new and current employees about compliance issues.
- Liaised with clients to identify and target inefficiencies in areas of risks and business controls, process gaps and workflow discrepancies.
Assistant Manager - Quality and Training
Imarque Solutions
06.2019 - 01.2020
- Generated repeat business through exceptional customer service and responded to customer concerns with friendly and knowledgeable service.
- Established key process indicators (KPI's) and implemented preventive and corrective actions
to eliminate the root causes of poor quality and delivery problems - Tracked and reported quality metrics for the department in a clear and concise manner to senior
management to use for performance reviews and bonus recommendations - Developed and managed vendor relations as related to Express Scripts quality assurance
requirements. Part of the vendor selection and performance evaluation team - Prepared Quality and Training SOPs
- Planning strategies on improving Quality scores and effective training mechanisms without
100% throughput
Associate Lead Quality
Shriram Value Services
01.2018 - 06.2019
- Trained and led a team of 13 QAs and 50 agents
- Conducting calibrations to eradicate process gaps between the departments
- Representing Quality in NHT (New Hired trainee) batches (Educating New hires about the
evaluation sheets and ZTP policies of the organization) - Driving NPS (net promoter score) on floor
- Managed all the reports including QA productivity, completion statuses
- Ensured all the deadlines are met and made adjustment in staffing in order to meet the
deadlines - Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Complied reports and conducted analysis based on the outcome to improve processes and
coach performance - Assisted in creation of new Quality evaluation sheets and SOPs
- Streamlined the Quality team activities and brought in different initiatives to improve the
process - Created Process documents on Top call driver to ease the process for agents who handle
calls - Co-ordinates and created automated Evaluation sheets
Senior Associate Quality Analyst
Tech Mahindra
07.2015 - 12.2017
- Spoke to customers in native language to increase loyalty and establish relationships.
- Identified and resolved complex issues by applying advanced analytical and troubleshooting strategies.
- Trained and supported new team members, maintaining culture of collaboration.
- Reported repeated issues to supervisors and other departments, collaborating to identify issue roots and rectify problems.
- Auditing the Back Office and WCOM (Written communication) Operation Transactions on
daily basis. - Publishing Daily, Weekly & Monthly Quality Dashboards with all touch points
- Handled External Quality Audit and maintained Quality compliance
- Managed BQM, TNI and C-sat Analysis
Technical Support Officer
HCL Technologies
09.2014 - 07.2015
- Handled International Customer Complaints through voice calls
- Providing Customer service and understanding the needs of the client
- Managing team effectively to ensure achievement of target and performance
- Supporting customers through Calls and online chats by giving technical solution of their
product in Use - Attending escalation calls apart from handling the daily calls
- Following up with customer to ensure no repeat which impacts the revenue
- Moved as a Floor supervisor post few months of performance
- Overseeing the quality of deliverables
- Monitoring the live Call Queue
Customer Service Representative
Tech Mahindra
07.2012 - 04.2014
- Answered customer telephone calls promptly to avoid on-hold wait times
- Followed-through on all critical inter-departmental escalations to increase customer retention rates.
- Provided primary customer support to internal and external customers.
- Responded to customer requests for products, services, and company information
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
- Offered advice and assistance to customers, paying attention to special needs or wants
- Participated in team meetings and training sessions to stay informed about product updates and changes
Education
Bachelor of Arts - Commerce
IIMTE
Bangalore 04.2001 -
Skills
Develop Information Security Strategy
undefinedAccomplishments
- Collaborated with team of IT development team in the development of Security Risk Assessment Tool
- Successfully prepared & published SOP for compliance at different department Levels
- Agent adoption program was introduced to improve OJT performance by 23.67%
- Completed Green Belt project on Customer satisfaction by increasing the scores from 2.5 to 4.4 in 2 months
Certification
Six Sigma Training by Tech Mahendra Corporate team
Timeline
Risk and Compliance Manager
ISON Xperiences
03.2021 - 02.2024
Assistant Manager - Quality and Training
Imarque Solutions
06.2019 - 01.2020
Associate Lead Quality
Shriram Value Services
01.2018 - 06.2019
Senior Associate Quality Analyst
Tech Mahindra
07.2015 - 12.2017
Six Sigma Training by Tech Mahendra Corporate team
05-2015
Technical Support Officer
HCL Technologies
09.2014 - 07.2015
Customer Service Representative
Tech Mahindra
07.2012 - 04.2014
Bachelor of Arts - Commerce
IIMTE
04.2001 -
Similar Profiles
LINDA ASAFO-ADJEILINDA ASAFO-ADJEI
Customer Care Executive at Ison Xperiences LtdCustomer Care Executive at Ison Xperiences Ltd
Tanmay AgarwalTanmay Agarwal
General Manager, Information Security at iSON Xperiences Ltd.General Manager, Information Security at iSON Xperiences Ltd.
Mercy Animwaa KissiMercy Animwaa Kissi
Mentor/Team Lead at ISON xperiencesMentor/Team Lead at ISON xperiences
Abhinay SinghAbhinay Singh
General Manager - Digital Strategy & Transformation at iSON XperiencesGeneral Manager - Digital Strategy & Transformation at iSON Xperiences
Hari Krishna NallapareddyHari Krishna Nallapareddy
Lead Engineer at VESTAS WIND TECHNOLOGY INDIA PRIVATE LIMITEDLead Engineer at VESTAS WIND TECHNOLOGY INDIA PRIVATE LIMITED