Swathi C
Bangalore
Summary
To obtain a creative and challenging position in an organization that gives me an opportunity for self-improvement and leadership, while contributing to the symbolic growth of the organization with my technical, innovative and logical skills.
Forward-thinking team leader skilled at operating departments efficiently to meet goals. Successful background matching employees with roles for maximum performance. Proactive and hardworking individual focused on continuous operational improvement.
Overview
13
13
years of professional experience
Work History
Business Process Lead
ACCENTURE
Bangalore
01.2023 - Current
- Involved in 24*7 security event monitoring and analysis off android app security.
- Team Management : Successfully led and managed a team of 18 members, ensuring efficient workflow and high productivity.
- Experienced in roster management to align staffing levels with operational requirements and optimize team efficiency.
- Implemented strategies that significantly improved team utilization and operational efficiency.
- Effectively planned and managed rota schedules for a team, ensuring optimal coverage while meeting operational needs.
- Effectively managed Average Handling Time (AHT) and Service Level Agreement (SLA) of Quality adherence to meet client expectations.
- Prepared comprehensive reports and presentations for WBR and MBR, highlighting project status, Team performance, and actionable insights for stakeholders.
- Identification, investigation and escalation of security threats to client-side security team.
- Provide analysis and trending of security log data from a large number of google play apps. Performs Real time App security monitoring Security incident handling, investigation, escalation of security
incidents with recommendations to mitigate the threat. - Practical Insights to creation of Rules, Dashboards, Reports.
- Mapping of unknown events
- Co-ordination with L1 and SOC Monitoring team for troubleshooting issues and highlighting them to clients for further resolution and escalation.
- Involved with Client on weekly calls to understand their equirements and act accordingly to provide them better service.
- Use to Keep tracks of incident created and utilize the customer responses in future analysis.
Team Lead – OPERATIONS
Practo Technologies Pvt Ltd.
- Over sees a day-to-day operations and performance of the team in effort metrics
- Motivated and trained employees to maximize team productivity
- Help in resource management available to me in order to meet the targets set by management
- Developed and deepened relationships with customers, vendors and internal stakeholders
- Analysed department metrics and performance and reported findings to management
- Conducted Root cause analysis in deficient areas to identify and resolve issues
- Generating incidents using JIRA
- Creating/Revising work in “Standard Operating Procedure” Quarterly/Yearly
- Evaluated team member performance and productivity, provided feedback and implemented corrective actions
- I will handle the incidents, Risks(Known,Unknown),Issue and i use JIRA s/w to raise incidents
- Compile information and documents from the source data from Leadsquared Software
- Export MIS reports data in Google spread sheets, delivering the KPI’s/dashboard as per agreed SLA
- Google Spreadsheets sets; (Vlookup/ Hlookup/Importrange/Tempdata concatenation/ pivot/ consolidation/Data Validation/Dashboard)
- Creating KAIZEN Templates
- Preparing weekly and monthly score cards of team present to the Management
- Handling team size of 23 members & Preparing Duty roster for the volume of team.
Customer Service Executive
PROMAX PROPERTIES PVT LTD.
09.2014 - 03.2015
- Managing In- bound call from the clients and service enquiries
- Generating sales leads that develop into new customers
- Handling customer complaints provide appropriate solutions and follow up to ensure resolution
- Keep records of client interactions, process accounts and file documents.
Front Office Executive
TATA MOTORS PVT LTD
10.2012 - 07.2013
- Facing direct customers
- Greet, communicate the customers
- Handling In-bound calls, redirect to the concern department
- Monitor, update records and files
- Answering customer questions and address to their complaints
- Providing business requirement and sales quotations
- Generating sales leads.
Computer Trainer
SBS Solutions Pt Ltd. (Kayaka Instititute)
05.2011 - 09.2012
- Worked as trainer – Basics of Computers to School students and Senior citizens.
Apprenticeship trainee for chief general manager, administrative office
BEML-BHARATH EARTH MOVERS LTD.
08.2013 - 08.2014
- Time & Expense reversal, allocating Projects, booking vacation
- Correcting the wrong invoice that’s billed on a wrong PO or over billed
- Updating bill rates on every projects, creating SOW’s for new hires and extension process for contractors
- Reports: Forecast Vs Actuals, Lost Revenue tracker, daily/weekly/Quarterly reports & Dashboard publish, export reports using SQL/Cube data, Timesheet Monitor.
Education
BCA -
SRK UNIVERSITY
DIPLOMA (Computer science & Engineering) -
Pavan Polytechnic
PUC (PCMB) -
Govt. Pre-University College
S.S.L.C -
Govt. Girls High School
Skills
- Capacity Planning
- Shrinkage Management
- Utilization Management
- Demand forecasting
- KPI Monitoring
- Microsoft Excel (Including advanced functions )
- Power BI for Data Visualization
- Problem Solving
- Roster Management
- Database
- MS – Office suits
- MS-Word
- PPT
- Outlook
- Share Point 2009
- Google spread sheets
- Google Docs
- Google Forms
- JIRA
- Lead squared software
- Redash tools
- Kronos
- Basic SQL
- Tableau
Nativeplace
Kolar
Personal Information
- Father's Name: Chandra Shekar
- Date of Birth: 01/21/91
- Gender: Female
- Nationality: Indian
Totalexperience
8 years 1 month
Languages
Kannada, Telugu, English, Hindi
Disclaimer
I hereby declare that the above written particulars are true to the best of my Knowledge and Belief. Given an opportunity to work in your esteemed Organization, I shall put all my Effort to live up to your Expectations.
Accomplishments
- Received Encore Awards twice in the past two quarters for exemplary performance and contributions for achieving target SLA.
Timeline
Business Process Lead
ACCENTURE
01.2023 - Current
Customer Service Executive
PROMAX PROPERTIES PVT LTD.
09.2014 - 03.2015
Apprenticeship trainee for chief general manager, administrative office
BEML-BHARATH EARTH MOVERS LTD.
08.2013 - 08.2014
Front Office Executive
TATA MOTORS PVT LTD
10.2012 - 07.2013
Computer Trainer
SBS Solutions Pt Ltd. (Kayaka Instititute)
05.2011 - 09.2012
Team Lead – OPERATIONS
Practo Technologies Pvt Ltd.
BCA -
SRK UNIVERSITY
DIPLOMA (Computer science & Engineering) -
Pavan Polytechnic
PUC (PCMB) -
Govt. Pre-University College
S.S.L.C -
Govt. Girls High School
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