Natarajan Krishnamurthy

*** * ***** ****, *******, Texas 75019 +1-945-***-**** ad5b1w@r.postjobfree.com Professional Experience:

Sutherland Global Services, Chennai, India.

FMEA- Prof- Customer Experience Jan 2013 – July 2023 Client: COX, AT&T and Intuit Install

• Optimization of service by monitoring (controlling, KPIs…).

• Reporting of all performed audits within established timeframes.

• Interrogate trends in data/audit findings and develop new ideas for Quality Improvements.

• Act as facilitator of continuous improvement, working on proactive and preventive changes.

• Communicate and liaise with internal business stakeholders to drive quality mindset and continuous improvements.

• Provide timely updates of work planning, work in progress and summaries of work completed, record observations, and make recommendations.

ITHD [Verizon Data Services India Ltd- Contingent Worker] Feb 2012 –Dec 2012

• Monitor, manage and prioritize Incident records ensuring service levels are maintained and eliminating backlogs.

• Delivery of end to end Incident Management.

• Identify incident trends and mitigating actions for Problem Management.

• Participate in the Change management meetings.

• Instrumental during the Urgent issues and follow incident management procedure.

• Involved in Technical & Process training for new hires.

• Work closely with the Incident Managers to identify and implement Service Improvements - demonstrating an increase in the quality of service and a reduction in cost.

• Knowledge in Active Directory, Blackberry Enterprise Server, Remote Access Service. Sutherland Global Services, Chennai, India.

Functional Specialist [Sutherland Global Services] Jun 2007 – Apr 2011 Client: Hewlett Packard and Dell

• Analyzing the Quality of Service and provide Management related information to Client.

• To Generate Monthly Reporting for all metrics from the Global Service Desk.

• Involved in driving Employee Satisfaction in the Quality Team by Motivating and mentoring Team to achieve the Professional Goals.

• Planned, Directed and Controlled MIS Activities in order to meet the information requirement of our Clientele and Staff services.

• Responsibility includes in updating the company’s MIS & Operation Capability.

• Organized computer data and reports in order for administrative staff to access information

• Responsibilities involve analyzing the areas of shortfalls in the production and communicating the shortfalls to the workforce to facilitate improvements in the process.

• Schedule Call monitoring scheme among quality representatives

• Participated in the discussions with my seniors and peers to identify areas of shortfall and to provide rectification measures to improvise performance/Customer service experience within the stipulated time frame

• Coordinated and enhanced the team performance of the international technicians (Canada - Windsor)

• Conducted huddles for the team to update process knowledge and to provide feedback about their performance.

• Responsible for live monitoring and remote monitoring of calls.

• Have worked with cross-functional teams such as Data Analysis team and HR. Quality Analyst [Sutherland Global Services] Jun 2006 – May 2007 Client: Hewlett Packard

• Responsible for monitoring calls handled by the Help Desk Engineer to ensure 100% process and technical adherence.

• Allocation of quality scores for the monitoring process as well as for the technical and communication skills of the Help desk Engineer.

• Analyze and track overall quality levels by individual, team, and department to identify trends and problems.

• Managed the performance of individual team members by conducting assessment and by providing feedback

• Recommended suitable training programs by focusing on the assessment results for the individual team members.

• Ensured best practices are documented and are implemented as part of the process in order to facilitate continuous process improvements

Technical Support Executive [Sutherland Global Services] Apr 2004 – May 2006 Client: Hewlett Packard

• Held responsibility in handling of inbound and out bound calls for international customers.

• Resolved advance level technical – Hardware and Software issues from the customer.

• Supported to enhance the productivity of the Help Desk Engineers.

• Handled escalations and hardware service-oriented calls. Education:

Bachelor of Science, Mathematics (1994 – 1997) University of Madras Higher Diploma in S/w Eng., APTECH Computer Ltd.,

Java Certification NIIT

Green Belt 2021 ISI

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