Guthala Alekhya

• Served as the liaison between end users, operations teams, and technical consultants during workflow enhancements and new process deployments.
• Defined and documented product and process requirements for ServiceNow-based operational workflows.
• Converted business needs into functional specifications and quality validation scenarios for development and support teams.
• Created detailed test cases, executed validations, and analysed results to ensure solution readiness before production release.
• Assessed available technologies and tool capabilities to recommend optimized workflow and support solutions.
• Performed gap analysis and change impact assessments for new initiatives and continuous improvement requests.
• Played a key role in the training and onboarding of customer and technical support staff, ensuring a smooth handover of processes.
• Independently managed complex audit findings, workflow issues, and escalations with minimal supervision.
• Supported global process go-lives by validating readiness, coordinating stakeholders, and ensuring a successful rollout.

Evaluated operational processes for accuracy, compliance, and efficiency, ensuring alignment with business policies and performance standards.

Key Contributions:

• Conducted workflow and content assessments to identify compliance gaps, inefficiencies, and customer-impacting issues.
• Created audit frameworks, SOPs, and guidelines used across multiple teams to standardize operations.
• Collaborated with internal teams to resolve escalations and implement corrective actions.
• Delivered training and onboarding sessions to improve operational readiness, and reduce quality issues.
• Provided trend insights and performance reports to leadership to support data-driven improvements.

• Provided technical support for Verizon's telecom services (phone, internet, and TV) via calls and chat.
• Diagnosed and resolved technical issues, including network faults, hardware/software configuration, and troubleshooting.
• Managed multiple chats simultaneously while maintaining high-quality service and ensuring customer satisfaction.
• Followed up with customers to confirm issue resolution and provide a seamless support experience.
• Assisted customers with product education, upselling services, and scheduling technician visits as needed.