Mounika Mashala

Results-driven process specialist with 5 years of proven success in product development, quality analysis, and process improvement. Recognized for driving product improvements, leading global training programs, and delivering measurable business outcomes. Skilled in cross-functional collaboration, performance analysis, and process excellence frameworks. Award-winning contributor known for elevating accuracy, workforce effectiveness, and stakeholder satisfaction.

Process Specialist - Cognizant Technology Solutions - Hyderabad

(2023-08 - 2026-08)

On papers Process Specialist. Worked for quality analysis and auditing. Experienced in phone, chat and email channel. Provided subject matter expertise in process excellence and product development.

• Spearheaded product analysis, quality audits, and customer experience initiatives to elevate service quality and satisfaction.
• Acted as Team Lead when required, demonstrating leadership and accountability.
• Recognized as a crucial resource from day one and the biggest contributor to process improvement, showcasing rapid career growth from Associate to process specialist.
• Handled multi channel support and process improvement. Monitoring the calls and chats of the agents.
• Well versed with Quality tools.
• Maintaining the KRIs like SLA, AHT, Csat, RCA, CSAT, Quality compliance and ZTP.
• Conducted root cause analysis and led continuous improvement projects to close service gaps.
• Mapped customer journeys, identified pain points, and implemented customer centric solutions.
• Established KPIs and service metrics to monitor performance and drive accountability.
• Handled multiple training batches and conducted calibration calls with clients.

Transaction Processing Associate – Trust and Safety - Accenture - Hyderabad

(2021-01 - 2023-12)

Risk Analysis of google platforms like YouTube and Google apps and Digital scam analysis.

• Supported transaction processing operations with a focus on accuracy, compliance, and efficiency.
• Collaborated with cross functional teams to streamline workflows and improve turnaround times.
• Assisted in quality audits, reporting, and performance tracking to ensure service excellence.

MBA - Human Resources - PV RamReddy PG College

Bachelor of Commerce - Nava Chaitanya Degree College

Intermediate - Vikas Juniors College

SSC - Allen High School