Anusha Rallabandi

Personable and technically adept support technician with over 1.6 years of experience resolving diverse hardware and software related issues, consistently delivering high-quality customer service. Recognised for strong problem-solving skills and promoted to Quality Analyst, where over for a year now, I have excelled in monitoring process compliance, leading calibration sessions, and driving continuous improvement initiatives. Proven ability to collaborate effectively with cross-functional teams to ensure alignment on quality standards and deliver actionable insights that enhance operational performance.

Customer Support Executive - Q conneqt private limited solutions Ltd.

(2021-09 - 2022-10)

• Used tools to Monitor Queue and assigned tickets to available engineer.
• To Ensure that Service level Agreement SLA is not breached by implementing a combination of proactive monitoring, automation and escalation procedures.
• Set up alerts for thresholds nearing SLA limits.
• Implementing a ticketing system with priority levels.
• Ensure timely escalation of issues based on SLA terms.
• Ensure adequate staffing and infrastructure to meet SLA demands and adjust resources.
• Investigate SLA breaches to prevent reoccurrence
• Document and update processes accordingly.
• Onboarded and trained all incoming junior customer support specialists.

Duty Manager - Primus Global private limited solutions Ltd.

(2023-02 - 2024-10)

Quality Analyst - Primus Global private limited solutions Ltd.

(2024-10 - 2025-08)

• Ensured that all processes met defined quality standards before deliverables reached the customer.
• Shared detailed feedback with Engineers to provide improvements and reduce errors.
• Actively participated in regular calibration calls with the operations team to align on evaluation criteria and quality benchmarks.
• Facilitated alignment between the QA and operations teams to maintain consistence in quality assesments.
• Documented and distributed Minutes of Meeting (MOM) post calibration calls, outlining key discussion points and new action plans.
• Proposed and implemented strategies to improve overall quality performance and customer satisfaction.

Duty Manager - Primus Global private limited solutions Ltd.

(2025-08 - 2026-02)

MSC - Computer Science - Priyanka PG College

BSC - MScs - Sindhu Degree College

Intermediate - Sindhu Degree College

SSC - GHS. Kulsumpura