Rekha M
Data Analyst | Quality Assurance Expert | Business Analyst | Lean Six Sigma Green Belt | ITIL Certified | Data-Driven Problem Solver | Achieved $7M in Project Savings
- Role
- Quality Manager - IT Support at Tata Consultancy Services
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Rekha M
As an experienced Quality Lead - IT support with over six years at Tata Consultancy…
Experience
Quality Manager - IT Support
Dec 2018 — Present · Bengaluru, IN
As a Quality Manager, I\'ve spearheaded numerous projects that have significantly impacted customer satisfaction & operational efficiency. Through my leadership, I achieved $7M in project savings over three years by implementing survey-based insights to reduce wait times, AHT, MTTR, & increase FCR.One of my key accomplishments was reducing IT support desk contacts by 40% through the implementation of cases & the Machine-First Delivery model. This initiative not only enhanced operational efficiency but also resulted in a significant reduction in volume from 25K to 10K in just 2 years.Consistently exceeding CSAT targets, maintaining scores above 96% & DSAT below 0.5% for five consecutive years, showcases my dedication to customer satisfaction excellence. I orchestrated a transformational shift-left strategy that reduced ticket count from 50% to 15% within three months, elevating the FCR rate & enriching overall customer experience.During the pandemic, I demonstrated resilience by coordinating with remote teams and senior leadership to ensure uninterrupted SLA/KPI performance. My efforts were recognized with the Contextual Master Award for adeptly implementing a shift-left strategy, reducing ticket count by 35% within three months & enhancing customer experience.Furthermore, I achieved a 40% reduction in client contacts within a year while maintaining high CSAT and Quality scores. I also automated Excel reports into dynamic Power BI dashboards, saving 30% in manual efforts & enhancing data visualization. My ability to align team strategies with business objectives has ensured efficient coordination & goal achievement.In addition to my technical skills, I have a proven track record of mentoring SMEs and leads, enhancing team performance, and promoting employee engagement. I am recognized for my expertise in process optimization, compliance & ITIL practices, receiving the Contextual Master Award for a 6 Sigma solution, which enhanced productivity & CSAT scores.
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