Naga Kishore Musumuri

Company Overview: Client: Telstra | Team: Digital Connect O2A Problem Management and Analysis Team

• Conducted comprehensive Root Cause Analysis (RCA) for high-priority incidents, implementing solutions to prevent recurrence and enhancing overall service reliability
• Led monthly incident trend analyses to identify and proactively address recurring issues, reducing average resolution times by 40% and mitigating long-term risks
• Prioritized incidents based on business impact and potential customer disruption, ensuring swift escalation and effective triage for critical issues
• Created streamlined processes for problem ticketing and documentation, helping the team stay organized and responsive in managing complex, recurring incidents
• Collaborated closely with cross-functional teams to address and resolve customer-impacting issues, maintaining a high level of service quality and ensuring customer trust
• Delivered targeted insights to stakeholders, highlighting key service disruptions and proposing actionable solutions to minimize impact on customer experience
• Designed and maintained Power BI dashboards for real-time monitoring of incident trends, KPIs, and SLA adherence, enabling the team and stakeholders to make data-driven decisions
• Built data visualizations that tracked Customer Experience (CX) metrics, providing insights into service quality and areas for improvement
• Improved incident response time and reduced recurrence by 40% through Power BI insights and data-driven RCA practices
• Enhanced stakeholder engagement by providing clear, visually impactful data insights on incident trends and service levels through Power BI

• Managed the end-to-end fulfillment journey, ensuring orders were processed without delays, directly impacting customer satisfaction
• Implemented automated scripts to streamline the order fulfillment process, reducing manual errors
• Played a key role in resolving incident remediations by analyzing and fixing issues impacting order velocity and customer service continuity
• Collaborated with the Incident Response Team to restore critical services and implemented a rollback feature to quickly recover from service disruptions
• Conducted root cause identification sessions for recurring issues, coordinating with product support and development teams to implement solutions that prevented future occurrences and improved customer experience
• Engaged in detailed client requirement analysis to ensure the solution's alignment with business objectives
• Collaborated with Telstra stakeholders to map customer journeys and optimize system performance for a seamless customer experience
• Coordinated with design, development, and testing teams to prioritize issues based on business impact and incident severity, ensuring that critical bugs and defects were addressed promptly
• Streamlined the order management process using AMDOCS 7.5, significantly reducing order fallout rates and improving service reliability
• Developed the Voice Data Framework, a crucial tool for ensuring uninterrupted customer service through automated network activations, which improved service continuity and customer satisfaction
• Introduced an automated rollback feature using RPA that allowed quicker resolution of service issues, maintaining high service levels for customers