This document provides a summary of Queenie Barretto's work experience and qualifications. It includes details of her current role as a Senior Quality Analyst where she leads a team of 32 members and is responsible for maintaining quality benchmarks. Previous roles included working as a CSI SPOC and Senior Technical Associate providing technical support. Queenie has over 8 years of experience in customer service and quality analysis. She holds an ITIL V3 Foundation certification and Bachelor of Commerce degree.

1. Queenie Barretto
ITIL v3 Foundation Certified
38, KEVNIAMBOLIANDHERI (W)
MUMBAI, MAHARASHTRA - INDIA
PIN CODE: 400058
Passport–G3867178
E-mail:queeniefernandes77@gmail.com
DOB – 8th
November1981
Cell Phone:+91 9820940325
Statement of Work
I am responsible in applying techniques which streamlines the business processes. I have the ability to
translate business needs into process and technology requirements that supports client’s business objectives.
My strengths are analytical & solution based approach, problem solving and interpersonal skills with ability to
manage distributed multi-cultural and multi-ethnic project teams. I manage International customer
expectations through communication on issues and risks. I also provide periodic reports on progress and
offering recommendations to executive management for which I have received appreciations by the client on
the deliverables committed and met.
Educational Profile
Bachelorof Commerce
Clara’s College, Mumbai, India
2003
H.S.C. – B.com
St. Ann College, Mumbai, India
2000
S.S.C
St. Blaise High School - Amboli, Andheri, India
1998
Certifications
Current Certifications Year Attained
ITIL V3 Foundation Certified 2014
Training Attended
CATEGORY COURSE CONTENT
ITIL V3 Service Strategy
Service Design
Service Transition

2. Service Operations
Continual Service Improvement
Professional Highlights
Mphasis, and HP Company, India, Mumbai Sept 2006 – Feb 2015
Sr.Quality Analyst – CustomerSatisfaction Index. Dec 2010 – Feb 2015
Reporting Manager –Noel D’souza.
Profile –
Leading a team of 32 teammember who work on Emails, Calls,
and Chat. Responsible for maintaining the Quality Bench Mark.
Perform analysis on ticket Documentation errors and bottom
performers and conduct refreshers.
Responsibilities –
• Ensure all new team members are added to the Witness
Application, Session of Quality Legend & Certifications.
 Assist team members who are new to the process.
• Evaluate / analyze calls (recorded/live) handled by the
Helpdesk.
• Evaluate Email/Data audits/Chat handled by the helpdesk.
• Providing feedback (one-on-one/e-mail) to the team on the
Call evaluated to highlight the positives and offer
constructive feedback to work on the identified areas of
Improvement.
 Maintain monthly Score card data.
• Compare CSI/C-SAT trends VS Quality trends.
• Conducting Huddles/Updates.
• Analyzing customer comments and feedback (CSI) to identify
Areas of improvement.
• Based on quality and CSI analysis (monthlyweekly) prepared
Measurable action plans for identified areas of improvement.
• Tracking the progress of the action plan completion.
• Setup and facilitate monthly quality calibrations with
Operation and the Client.
 Interact with client for any clarifications or Escalations.

3.  Action plan for SLAs.
•Prepare weekly/monthly quality reports and monthly
Calibration reports.
• PCI Audits.
 Attended various ISO meetings for internal and external
audits.
 Client visit – Walked the client through a presentation of how
calls are audited and scores being tracked with the various
forms being used with a trending analysis.
• Have monthly performance reviews with Accounts.
• Guiding new QAs and provide feedback as necessary to make
Them more efficient in their day to day activities.
 Based on monthly performance prepared Focus
group/Action plans for bottom performers.
 Implemented recognition for best performers.
 Publish team performance using various dashboards to
senior leadership.
• Review previous weeks / month’s quality scores & trends.
Achievements –
 Received Summit Award for meeting client expectations.
Service Desk Operations – Customer Satisfaction Index. April 2009–Nov 2010
Reporting Manager –Kalu Bohara, Delivery Manager.
Role –CSI SPOC.
Profile –
Responsible for CSI targetsfor four different sites.
Perform analysis on ticket Documentation errors and bottom
performers. Making sure that targetsare being achieved as per
Process Requirements.
Responsibilities –
 Analysis on ticket documentation errors and providing
feedbacks to the agents on the D-sat, C-sat received and
performing analysis on the bottom performers.
 Tracked and executing action plans to curb the escalation.
 Data monitoring.
 Identify and address areas of improvement at individual,
team, customer and business levels
 FCR report analysis to increase the FCR ratio

4.  Mentoring new resources within the team
 Conducted refresher training.
 Implemented “5 Why Analysis”, “Deming cycle
“methodologies for Root Cause Analysis. First Level Analysis
and Second Level Analysis-Country wise, Product, Agent,
Ownership, Priority and Resolution Group wise.
 Verbatim Analysis- Positive and Negative.
 Developed RCA template for quality compliance.
Achievements –
 Received Appreciation from Managers for Successful CSI drill.
Service Desk Operations – Service Support. Sept 2006–March2009
Reporting Manager – Hemal Naik, Delivery Manager.
Role –SeniorTechnical Associate.
Profile –
Provide technical support to corporate clients of EDS across Americas.
Technical Support includes first level troubleshooting of Applications,
desktop/laptop issues, Network issues, Primary level support of
Mainframe Applications. Mentored the new agents and helped
improve their ability to troubleshoot issues for Outlook, Internet
Explorer, Mainframes system and Desktop applications. Documented
work instructions with updates for my process as necessary.
Responsibilities –
 Coordinating for the high severity/ priority incidents, sending
notification to situation management team and service
restoration team.
 Incident Management
 First point of contact for the users to report/ log incidents.
 Follow-up with the technical team/ resolving groups and the
users until the ticket is resolved and closed
 Manageweb tickets - assigning to the appropriate group.
 Receive and deliver trainings for the new changes/ services
introduced
 Monitoring calls for the new agents and provide feedback.
 Auditing tickets for my team from the quality perspective - If all
the required information is documented correctly/ if any call has
missed the SLA.
 Provide comprehensive support via Remote Desktop Connection
(RDC) for problems and service requests related to
Hardware/Software, VPN, Mainframe Network .
 Create High Severity Incidents in Maximo ticketing tool and
notify Incident Management Team.

5.  Participate in Incident Management Calls and Virtual Rooms.
 Work closely with Incident Management Team to ensure
resolution of high severity incidents within the defined SLAs.
 Escalating to Internal Partners or External Vendors and ensuring
closure of incidents created at level 1 while meeting Service
Level Expectations.
 Deploying Bank supported software’s on Client Systems using
SMtools.
Achievements –
During my tenure I have won monthly awards for Q-KILLER (maximum
contacts), RNA (best score card) and CSI (customer satisfaction index)
various months.