Lavenya Parameswara

[email protected] • +919731444770

PROFESSIONAL SUMMARY

Dynamic and results-oriented Quality Manager with over a decade of experience designing, auditing, and optimizing global IT service processes. Demonstrated expertise in ISO standards, IT Service Management, process governance, and accessibility compliance. Acclaimed for driving operational excellence, enhancing customer satisfaction, and leading cross-functional teams to deliver measurable performance improvements. Skilled at aligning service quality with business objectives, reducing risk, and fostering a culture of continuous improvement across diverse IT environments.

WORK EXPERIENCE

Quality Manager

06/2022 - Present

Sartorius Stedim , Bengaluru

• Established the Global Quality System for the Service Desk, SAP and End User Support, ensuring compliance and efficiency across regions

• Designed SOP's, Work Instructions & Process Flow charts for CSAT, SLA Management & feedback portal

• Conducted regular Quality Audits, process checks & delivered actionable insights to stakeholders through weekly/ monthly reporting

• Partnered with IT leadership on tool enhancements, staffing & process improvements

• Collaborated as part of the ServiceNow (SNOW) team to integrate the Virtual Agent platform, enabling seamless agent–customer interactions and improving process efficiency

• Worked cross‑functionally with IT and operations teams to align Virtual Agent capabilities with business process quality standards

Global Quality Manager

04/2019 - 05/2022

Merck Group , Bengaluru

• Built the entire Quality framework for IT Service Management globally

• Implemented Lean Six Sigma methodologies to streamline the transition of IT Service

• Management processes during company restructuring, reducing transition errors & ensuring business continuity

• Applied DMAIC framework to identify bottlenecks in service desk workflows, cutting average ticket resolution time

• Authored SOPs and inspection procedures, ensuring GDPR compliance and ISO 20000 audit readiness

• Identify critical points within the process and specify procedures to be used.

• Delivered internal auditor training programs, strengthening organizational audit capability

• Understanding of GDPR policies and guidance.

• Create and implement inspection and procedures.

• Facilitate Quality training, process trainings and service related trainings to employees

• Performed Quality Evaluations of Service Desk and governance globally.

• Supported ISO 20000k for auditing

• Performed the PMR (Performance Review Metrics) for individual (ITSM) and process (IT).

• Upholds a sense of customer service and measures client satisfaction

• Analyzed CSAT surveys, achieving significant DSAT reduction and improved customer satisfaction

• Handled IT Portal and Social Portal feedbacks, Analyze and share reporting to management. Take appropriate steps to manage the feedbacks

• Encouraged for Shift Left process and reduce aging tickets (MTTR)

• Supported ISO 27000 certification and guided teams through audit preparation

• Performed daily/weekly debriefing meetings to the team

Team Lead

02/2018 - 08/2019

TTNI (Toyota) , Bengaluru

• Led process improvement projects that streamlined operations and reduced costs

• Supervised a team of 30+, conducting audits on calls, emails, and tickets to improve client experience

• Audits performed – Call, Email and Tickets

• Identified staffing needs and coordinated with HR to pursue the hiring process

• Developed training manuals and coached staff, boosting performance during high-volume periods

• Upholds a sense of customer service, and measures client satisfaction

• Contributed to Kaizen and automation initiatives for operational efficiency

• Performed the PMR (Performance Review Metrics) for individual

Team Lead

03/2017 - 02/2018

Infosys , Bengaluru

• Managed call flow and responded to technical engineer’s support

• Managed quality audits for a 56 member team, achieving CSAT of 99.6% - Mentor of the year award

• Delivered process and customer satisfaction training for new hires

• Produced daily reports on shrinkage and attrition, supporting workforce planning

• Performed the PMR (Performance Review Metrics) for individual

Executive Operations Analyst

04/2016 - 03/2017

Weir Minerals , Bengaluru

• Conducted DSAT analysis on weekly basis

• Implemented Kaizen automation projects with different regions and teams

• Oversaw quality assurance for large scale customer care and billing systems, impacting $50M in revenues

• Initiated revenue bills regional process every month

• Managed a workforce of 176 employees, improving attrition and shrinkage metrics

• Engaged in Employee management circle encouraging employees to take part in the cultural and brain storming activities

IT Consultant

01/2015 - 03/2016

Free Lancer , Bengaluru

• Advised firms like EY, IBM, and Hexad on process planning, design, and transition

• Requirements gathering, process mapping, gap analysis and recruitment for process

• Supported new technology implementations, reporting, and user training

• Optimized IT workflows & reducing reporting time

• Soft Skills training: Communication, stakeholder management, documentation, problem-solving techniques used to mentor agents

• Earnst & Young (EY): Delivered taxation and compliance solutions for a leading Mauritian bank under strict confidentiality protocols

• Managed sensitive financial data in a secure, on-site environment with restricted access

• Worked extended hours to meet critical deadlines, ensuring accuracy and compliance with international standards

IT Ops Analyst

06/2011 - 01/2015

Hewlett Packard , Bengaluru

• Performed technical support services, assisting clients with IT issues, troubleshooting hardware/software issues and ensuring seamless IT operations

• Handled Tier-1 and Tier-2 support requests

• Delivered IT support and performed quality audits on calls, chats, and tickets

• Published reports to Management.

• Led incident response processes, coordinated with cross-functional teams, and restored critical services under tight SLAs

• Executed change management processes, assessing risks and implementing system changes with minimal impact on operations

EDUCATION

Master of Computer Applications (MCA)

06/2011 - 12/2014

Bangalore Institute of Technology (IGNOU) , Bengaluru GPA: 71%

Bachelor of Computer Applications (BCA)

06/2008 - 05/2011

Vivekananda Degree College , Bengaluru GPA: 68%

SKILLS

PROJECTS

IT Service Transition – Global Infrastructure Migration

Technologies: Jira, SNOW, Lean Six Sigma - DMAIC, ISO 20000:2018, ITIL framework

• Led the successful transition of IT services from Marlabs to Merck GmbH, ensuring zero disruption to business-critical operations

• Applied Lean Six Sigma Green Belt methodologies to streamline processes, identify inefficiencies, and reduce transition risks

• Coordinated cross-functional teams across geographies to align service delivery with ISO/ITIL standards

• Achieved a 20% improvement in incident resolution time post-transition and enhanced customer satisfaction scores

Process Optimization – Service Desk Operations

Technologies: ISO, ITIL, RPA (Automation)

• Conducted end-to-end process audits and implemented governance frameworks to improve service quality

• Introduced accessibility compliance checks, reducing non-conformance issues

• Delivered measurable improvements in SLA adherence and reduced customer dissatisfaction through root cause analysis and corrective actions

CERTIFICATIONS

ITIL V3 Foundation

07/2013

PEOPLECERT

Lean Six Sigma Green Belt

04/2019

Benchmark6 Sigma

ISO 20000:2018 Lead Auditor

08/2021

GSDC