Rajeshwari Devaraj
Riga
Summary
Passionate and driven IT professional with over 8 years of immersive experience in the ever-evolving world of technology. My forte lies in people management, where I excel in nurturing and guiding teams towards achieving extraordinary outcomes. I thrive in dynamic settings where challenges fuel innovation, and I'm known for my ability to seamlessly align technical intricacies with overarching business goals. With a knack for delivering projects punctually and within budgetary confines, I'm the catalyst behind turning visions into tangible successes.
Overview
8
8
years of professional experience
1
1
Certification
Work History
PPSM Sr. Analyst
Accenture
11.2018 - 01.2024
- Led the design and implementation of IT infrastructure solutions, resulting in a 20% increase in system reliability with significant reduction in maintenance costs.
- Negotiated stakeholder needs to minimize scope creep and cost overruns, resulting in a 10% decrease in project expenses while ensuring alignment with organizational goals.
- Developed and implemented bespoke systems based on client needs, resulting in a 25% increase in user satisfaction scores and minimal reduction in system downtime.
- Maintained project schedules and mitigated issues, resulting in a 95% on-time delivery rate and a 10% decrease in project delays.
- Provided expertise in System Analysis, leading to the successful execution of action plans and a 20% improvement in project performance metrics.
- Managed project activities and resources to mitigate risks and meet budget constraints, resulting in a 98% adherence to budget and a 100% client satisfaction rate.
- Developed and deployed a comprehensive business continuity plan, ensuring a 100% success rate in deployments and a 2% decrease in post-implementation issues.
Quality Assurance Specialist
Aegis Private Ltd.
12.2016 - 09.2018
- Enhanced operational efficiency by meticulously collecting, analyzing, and visually presenting call centre data, resulting in a 20% increase in agent productivity and an 8% reduction in call handling time.
- Maintained exceptional quality standards across all contact channels, ensuring compliance with company policies and industry regulations, which led to a 95% customer satisfaction rating and a 20% decrease in customer complaints.
- Played a pivotal role in refining quality assurance processes and procedures, contributing to a 25% improvement in call resolution rates and a 15% increase in first call resolution.
- Leveraged problem-solving and critical thinking skills to identify and address inefficiencies in workflows, resulting in a 30% reduction in customer escalations and a 20% increase in customer retention.
- Actively participated in team meetings to analyze customer service trends and agent performance feedback, leading to the implementation of targeted coaching strategies and a 10% increase in agent satisfaction scores.
Senior E-Service Associate
Hi-Power Support Centre
01.2016 - 12.2016
- Provided prompt and effective solutions to customers' technical issues, ensuring timely resolution and maximum satisfaction.
- Worked collaboratively with diverse teams to diagnose and resolve customer concerns, fostering a seamless support experience and enhancing overall customer satisfaction.
- Delivered exceptional customer service, cultivating lasting relationships with clients and contributing to a positive brand reputation.
- Employed problem-solving abilities and clear communication to address customer needs and alleviate concerns, resulting in improved customer retention and loyalty.
Education
Masters degree in Business Informatics -
Riga Technical University
Bachelors degree in Mechatronics engineering -
Acharya Institute of Technology
05.2015
Skills
- Team Leadership
- Project Management
- Service Management
- Cross-functional Collaboration
- Process Optimization
- Stakeholder Management
- Problem-solving
- Decision-making
- Business process modeling
- JIRA
- Microsoft 0365
- Agile framework
- Scrum
Certification
- Project Management | Google
- ITIL | IT Service Management | Axelos
- Business Analysis & Process Management | Coursera
- Interpersonal communication | LinkedIn
- Agile Project Management | Google
- Agile with Atlassian Jira | Atlassian
Languages
English
Proficient
C2
Timeline
PPSM Sr. Analyst
Accenture
11.2018 - 01.2024
Quality Assurance Specialist
Aegis Private Ltd.
12.2016 - 09.2018
Senior E-Service Associate
Hi-Power Support Centre
01.2016 - 12.2016
Masters degree in Business Informatics -
Riga Technical University
Bachelors degree in Mechatronics engineering -
Acharya Institute of Technology
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