Venkata N Lakshmi Sannidhi

• Managed high-performing other remotely located real time management teams, fostering a culture of accountability and open communication that ultimately led to better outcomes.
• Utilized data-driven decision-making processes to achieve complex RTM targets.
• Managed budgets effectively, allocating resources wisely to support business objectives and maintain fiscal responsibility.
• Reported issues to higher management with great detail.
• Tracked employee attendance and punctuality, addressing repeat problems quickly to prevent long-term habits.
• Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
• Scheduled employees for shifts, taking into account RTM hourly monitoring requirement and employee strengths.
• Evaluated employee performance regularly, providing constructive feedback and coaching for continuous improvement efforts.
• Streamlined internal processes for better communication between departments, enhancing overall operational efficiency.
• Sorted access for the new team member allocated training schedule.
• Collaborated with other department leaders to ensure seamless coordination of efforts throughout the organization, promoting synergy among all debt management, scheduling, skilling and planning and other stakeholders.
• Assessed JIRA requests and approved them accordingly
• I’m active in discussions and provide constructive feedback to different stakeholders ABR(Australian Business Registry), BCM(Business Contingency Management), technology support, Debt management, Scheduling, Skilling and Planning and conducted regular team meetings and training sessions
• I’m a prudent trainer with a concept-oriented approach using real/current scenarios and delivering the training in a professionally and clearly
• Able to explain to people with different levels of understanding and translate technical knowledge well to new staff when they are not familiar with different applications like Oscar
• Conducted testing enhancements in different EWM applications in Genesys, VHT and Cognos
• Collaborate with the relevant developing team to help prioritising issues raised and impact where needed
• Encouraged team on work and life balance and informed team on different learning and development opportunities
• Improved team productivity by implementing efficient project management strategies and delegation techniques.
• Mentored junior staff members, fostering a positive work environment that encouraged professional growth and collaboration.

• Execute real time management strategies that improve client experience via the inbound/outbound phone and web chat and processing work
• Perform routine data analysis from the Forecast report, previous weeks’ hourly reports and Real-time call volumes before decide to apply one or more below strategies
• Based on the real-time call volumes in general and Tax-Practitioner queues
• Constantly checking Genesys workforce management for supervisor’s data to make decisions to send roll-on/roll-off requests to the relevant teams scheduled
• Balanced the call volumes across the network and call wait times by initiating Q-speak mode using the VHT-Eye queue/VHT Launchpad this enabled no new callbacks to be offered until Q-speak mode is turned off and achieved targeted average wait time (AWT)
• Using GAT-GUI tool initiated boosting for boutique queues and de-boosted others to maintain the average wait times across Business, Individuals, Debt and Super queues
• Roll off some webchat agents to telephony queues by negotiating with outsourcing and internal team leaders to achieve a high occupancy rate for the agents across the network
• Initiated datebook for some boutique Queues like Client Identity Support centre (CISC) so that appointments can be booked for clients to receive a call back at a different time
• Complete all ad hoc reporting meticulously using Microsoft Excel and Access like after-hours business service reports, GST maintenance reports for the outbound campaigns, Rendezvous reports, SES reports, hourly, Performance and roll on/off to different stakeholders in the specific time intervals
• I analyse skill change requests received via Oscar and action them using Genesys Administrator
• Liaise with team leaders for any incorrect/incomplete requests and mentor them if required to get correct skill updates done
• Can interpret procedures to maintain effective communication with the different stakeholders
• Have skills to consult and collaborate with different stakeholders to achieve results
• Escalate activity prioritisation processing work to relevant teams using IWD extract and staff filtering tools
• Mentored junior staff members, fostering a positive work environment that encouraged professional growth and collaboration.
• Led cross-functional teams to achieve project milestones on time and within budget constraints.

• Actively participated in team meetings to share knowledge, exchange ideas, address challenges, and collaborate on potential solutions.
• Developed high-quality documentation to support training efforts, helping employees fully understand new systems and procedures.
• Streamlined project management with effective communication and collaboration across cross-functional teams.
• Performed gap analysis between existing systems or processes and desired state, identifying areas for improvement or enhancement.
• Collaborated closely with stakeholders to identify opportunities for process improvements and drive continuous innovation in the organization.
• Interacted with internal customers to understand business needs and translate into requirements and project scope.
• Enabled data-driven decision making with advanced analytics tools, generating valuable insights for the organization.
• Streamlined report generation processes, significantly reducing time spent on monthly performance analysis.

I have strong testing and data analysis experience in the areas of Web and Client- Server applications, I have the exposure to all stages of SDLC, good experience in automated testing, proficiency in test scenarios writing and executing, experience in bug reporting using different bug tracking tools. And 5+ years of experience in web applications which improved my skills to expert level to perform Functional, performance testing, system Testing -User Acceptance Testing, Validation.

I have 7+ years of experience as a Test Analyst in wide range of various large government and private organizations I acquired strong skills to be organised and ability to work in a complex environment with competing priorities, meeting deadlines and workload standards. I can maintain different systems in optimal functions with high data quality and reliability at all times and also to assess and troubleshooting of these systems, I apply judgment to raise issues with developers.

RESMED – SYDNEY, Designation: Validation Engineer (Sleep- RDC), MAY2011 – OCT 2011.

Technologies: C++, SQL, Traceability matrix, Signature matrices, Siebel, Share point.

Testing tools: JIRA, SYNERGY (IBM RATIONAL TOOLS), FG ANALYSER (internal tool)

Methodologies: AGILE SCRUM, V&V

• Implemented continuous improvement initiatives for validation processes, leading to enhanced product quality and cost savings.
• Conducted root cause analysis on deviations during validation activities, enabling timely resolution of technical issues.
• Mentored junior engineers in best practices for validation engineering methodologies improving team skillsets.
• Streamlined the revalidation process by identifying opportunities for consolidation or elimination where appropriate.
• Documented entire validation process, noting changes or alterations completed.

Achievements:

determine the scope and strategy of system verification and design validation

Learned traceability matrix and signature matrices, IBM rational tools like DOORS, Objective (Enterprise Content management for people), data extracts and reports using SQL server2005 management -Studio Express, RDC FG using breathing machine and Pneuman.

Proficient in using RESSCAN and FG Analyser for data analysis.

• Understanding different jurisdictional standards and verifying the software according to the standards
• Performed system testing, Integration, regression and UAT testing
• Prepared training documents, testing reports & other testing-related docs
• Perform End-to-End testing
• Managing all the projects and always reaching the deadlines on time
• Create a test environment and prepare test scripts, and test cases based on the specifications
• Learned different types of EGM (Unidessa, Novomatic, all NSW) operations
• Perform black box and white box testing
• Testing all software using the internal testing tools and emulators