Kalpitha Lahari

Results-oriented professional with experience in service operations, client management, and process improvement, targeting roles in Client Success, Business Analysis, Business Development, or Project Management. Skilled in stakeholder collaboration, problem-solving, and delivering customer-centric solutions to drive operational excellence and business growth in dynamic organizations.

Service Desk Team Lead - Project & Stakeholder Management - Unisys Global Services Pvt. Ltd. - Hyderabad, India

(2023-08)

• Conducting daily team huddles and weekly performance review meetings for 12 team members to communicate updates, address challenges, and enhance service delivery.
• Performing 100% monthly quality audits across calls, chats, and emails, ensuring consistent adherence to service standards and contributing to CSAT improvement up to 90%.
• Driving 3 major process improvement initiatives that improved CSAT to above 90% and increased First Call Resolution (FCR) to above 60%, enhancing overall service efficiency and customer experience.
• Collaborating with cross-functional teams including CDA, Knowledge Management (KM), Analytics, and Project Management teams to improve operational efficiency and service performance. Also worked closely with the Projects team to support new feature rollouts, validate functionality, raise change requests, and ensure successful transition of enhancements into BAU through structured testing and support.
• Leading IT Service Desk operations across four support channels - Voice, Email, Chat, and Web, while managing a team of 12 service desk analysts to ensure efficient and high-quality technical support delivery.
• Supervising daily service desk operations, including resource planning, scheduling, performance monitoring, reporting, training, and adherence to defined processes.
• Acting as a Subject Matter Expert (SME) and Single Point of Contact (SPOC) for technical and process-related escalations, resolving 5–7 complex issues daily through effective troubleshooting and stakeholder collaboration.
• Monitoring and analyzing ITSM performance metrics, including SLA, KPI, CSAT, incident trends, ticket volumes, and operational efficiency reports to drive continuous improvement.
• Maintaining consistent SLA and KPI compliance by proactively monitoring service performance and implementing improvement strategies, resulting in a sustained 'green' performance status for over one year.
• Preparing and presenting 50+ weekly service performance reports for clients, highlighting operational trends, SLA/KPI achievements, customer feedback, and improvement opportunities.

Service Desk Associate (L1) - Unisys Global Services Pvt. Ltd. - Hyderabad, India

(2020-11 - 2023-07)

• Delivered Level 1 technical support to 5,000+ users, resolving 25–40+ incidents daily across infrastructure, applications, Microsoft 365, and mobile device environments.
• Managed end-to-end incident lifecycle through ITSM platforms, including categorization, prioritization, documentation, escalation, and timely resolution, while ensuring accurate ticket hygiene and queue management.
• Achieved 95%+ SLA compliance by effectively monitoring ticket queues, incident aging, backlog reduction, and coordinating with L2/L3 support teams for faster resolution.
• Troubleshot and resolved issues related to VPN, LAN/Wi-Fi connectivity, remote access, Microsoft Office 365, and end-user computing systems.
• Reduced repeat incidents by ~15% through proactive troubleshooting, root cause identification, knowledge sharing, and creation of knowledge base articles to improve first-time fix capability.
• Owned complete ticket lifecycle management, resulting in a 20% reduction in aged tickets & improved operational efficiency.
• Supported onboarding and mentoring of new team members, contributing to a 10–15% improvement in First Call Resolution (FCR).
• Collaborated with internal teams and stakeholders to improve service delivery processes and enhance overall customer experience through trend analysis, best practice implementation, and continuous improvement initiatives.
• Supported operational improvement initiatives by coordinating with project stakeholders through weekly status updates, monthly discussions, and quarterly review meetings, ensuring alignment with business objectives.
• Improved project execution efficiency by ~35% through effective communication, process optimization, and timely issue resolution.
• Maintained regular stakeholder communication to track project progress, identify risks and challenges, and ensure alignment with business objectives.
• Assisted in process enhancement activities by analyzing support trends, identifying improvement opportunities, and implementing operational best practices across the service desk environment.

Master's Degree - Indira Gandhi National Open University (IGNOU), Study Centre at Nizam College (2021 - 2023) Hyderabad, Telangana

Bachelor's Degree - Kasturba Gandhi College (affiliated to Osmania University) (2017 - 2020) Secunderabad, Telangana