Senior Process Executive - Cognizant Private Limited - Hyderabad, Telangana
(2024-12)
Google Zelus Project
- Serve as a Tier 2 point for technical issues related to Google Workspace application for the clients, infrastructure, handling complex and non-standard problems that require in-depth analysis.
- Diagnose and resolve a wide range of technical issues, including software bugs and account access issues.
- Collaborate directly with Tier 3 engineering and development teams to identify root causes of recurring issues and contribute to long-term solutions and bug fixes.
- Create and deliver weekly reports to clients highlighting KPIs, achievements, ongoing projects, and potential risks.
- Identify trends in technical issues and provide feedback to product teams to improve system stability, usability, and overall user experience.
- Participate in testing and deployment of new internal tools and applications, providing valuable user feedback and ensuring a smooth rollout.
- Uphold and promote security best practices, ensuring user accounts and data are protected in accordance with company policies.
- Providing support and being the point of contact for the Tier 2 support team.
- Assisting customers with login issues including password resets, account recovery, and Authentication-related problems.
- Coordinating with internal teams to resolve issues and ensure SLA compliance.
- Maintaining accurate documentation of cases and ensuring timely resolution via chat, email and calls.
Senior Customer Service Representative - Optum
(2023-10 - 2024-12)
- Answers a constant flow of customer queries with minimal wait times via email, chat, and semi-voice.
- Updates account information to maintain customer records.
- Handles customer inquiries and suggestions.
- Clarify customer issues, and determine the root cause of the problems to resolve product or service complaints.
- Maintain customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Provided technical support to customers via phone, email, and chat.
- Resolved escalated customer complaints in a timely manner.
- Identified trends in customer issues and provided recommendations for resolution.
- Managed customer conflicts and challenging situations by staying calm and accessing internal knowledgebase to develop strategic solutions.
- Provided technical support to users regarding networking issues.
- Provided technical support to customers with online services.
- Provided technical support to customers over the chat and via email.
- Diagnosed and troubleshot computer problems for customers by using remote access tools.
Analyst - Teleperformance
(2022-08 - 2023-10)
Client: Google. Worked as an Analyst in one of top MNC Teleperformance.
- Works as an Analyst in R/MI (Research & Machine Intelligence) process.
- We have worked on the Artificial intelligence related projects.
- We have worked on multiple projects with different requirements and inputs.
- We have to build conversation to train the robots.
- We need to create data by performing dome virtual tasks based on the project roles and responsibilities.
