Shanta Kumar

Aspiring for a status in a growth oriented organization, which can utilize my skills and knowledge to the maximum and offer me considerable growth. Bachelor of Engineering In Computer Science from Visveswarya Technological University, Belgaum Completed in June-2015. Worked as Assistant Employee for IAP.

Bengaluru for 6 months. 21 Months of Full Time Experience as Customer Care Executive for Teleperformance Pvt.Ltd.Indore. 4.1 Years of Full Time Experience in Trust and Safety as Process Devloper for Genpact India Pvt Ltd. Currently working in Accenture India Pvt Ltd. Hyderabad

Customer Care Executive at Teleperformance India Pvt. Ltd. (2016-06 – 2018-07)

• Handling inbound calls from existing customer to provide them information and resolution on new products and services
• Explain the merits of offered service or product to customer in a bid to help them make informed purchasing decisions
• Respond to questions and concerns of customers over the telephone, according to established policies and procedures
• Complete records of telephonic conversations, ensuring their confidentiality and integrity
• Ensure compliance of operations with governing regulatory requirements
• Create, maintain and assume accountability for a culture of high customer service

Content Moderator at Genpact India Pvt. Ltd. (2019-01 – 2023-02)

• Moderating the UGC (User Generated Content) across client's domain
• Ability to operate in areas that are not clearly defined within policy
• Understand and perform content reviews under the client supervision for International and Domestic cases following client processes and procedures
• Cross-team collaboration and communication to meet aggressive review deadlines
• Managing and maintaining the commenting community for the client's platform
• Coordinate and direct project meetings (Business reviews) as per the trends
• Escalate issues as needed
• Research on mentioned tasks and provide accurate actions within a required time frame (If needed providing line to line translation for the better understanding of the client)
• Providing active mentorship to new joiners
• Ability to prioritize and multi - task multiple, recurring workflow requirements
• Interest in recording and analyzing data to find trends
• Highly experienced in managing internal and external communications withing organization
• Good knowledge of content management system
• Extensive knowledge of policy development and maintenance procedures
• Presentation on multiple occasions to tackle client escalations

Process Developer at Genpact India Pvt. Ltd. (2019-01 – 2023-02)

Promoted to the position of Process developer, from process associate after 5 months of repeated recognition for top performance with good quality score.

• Awarded with the Bronze award thrice at Genpact for exemplary performance and demonstration of Genpact Values
• Engaged to HIGH PRIORITY TASK FORCE team which only deals with govt. escalations based on best performance in previous team
• 5 months repeatedly recognized for top performance with good quality score and got promoted to the position of Process developer, from process associate

Content Moderator at Accenture India Pvt. Ltd. (2024-03 – Present)

• Review text, images, videos, and user reports
• Decide whether content violates, does not violate, or needs escalation
• Follow written policies consistently
• Maintain accuracy and confidentiality
• Meet quality and productivity targets

Bachelor of Engineering in Computer Science – Visveswarya Technological University, Belgaum (2015-16)

– Dept. of Pre University Education Govt. of Karnataka (2009-03)

– Karnataka Secondary Education Examination Board (2007-04)