Shireen Unissa

Experienced AI Data Specialist and Customer Support Professional with hands-on expertise in data annotation, 3D/LiDAR mapping, and 3D home tours. Skilled in managing customer chat and email support, handling revision requests, providing feedback to annotators, and ensuring high-quality AI training datasets. Proficient in Slack, Zendesk, CrowdCompute, Pushpin, and 3D mapping platforms, with a strong focus on accuracy, quality assurance, and process improvement.

Adept at collaborating with cross-functional teams to resolve issues, improve workflows, and enhance both data and customer experience.

Customer Support & Data Annotation Specialist at Cognizant Technology Solutions (2025-04 – Present)

Zillow is a leading US-based online real estate platform that enables users to buy, sell, and rent properties through detailed listings, pricing insights, and map-based search tools.

• Handled 100+ customer queries daily via chat and email, ensuring quick and accurate resolution
• Maintained 98–99% quality score through detailed quality checks and validations
• Improved resolution time by 15–20% by identifying recurring issues
• Managed escalations effectively using Zendesk and Slack
• Ensured SLA compliance and enhanced customer satisfaction
• Achieved and consistently maintained 98–99% quality score by performing detailed quality reviews and data validation

Mapping Operations Associate at Cognizant Technology Solution (2023-11 – 2025-01)

Reviewed and validated map data with high accuracy, ensuring high-quality outputs and improved user experience for Google Maps.

• Reviewed and validated map data with 98–99% accuracy, ensuring high-quality outputs and improved user experience
• Handled customer-reported issues related to map errors, locations, and navigation, ensuring timely resolution within SLA
• Processed and resolved 80–100+ tickets daily through internal tools
• Maintained productivity and quality standards
• Identified data inconsistencies and reduced error rates by performing root cause analysis and implementing corrective actions
• Collaborated with cross-functional teams via Slack to resolve complex issues and improve overall service quality
• Improved data accuracy and workflow efficiency by 15% through continuous quality checks and feedback
• Maintained consistent performance leading to recognition through awards and appreciation for quality and productivity

Production Executive – ADV Data Annotation at Cognizant Technology Solutions (2022-11 – 2023-11)

Waymo is a US-based autonomous driving technology company focused on developing self-driving vehicles using advanced AI, mapping, and sensor data. The platform relies on highly accurate data annotation, validation, and quality review to ensure safe and efficient navigation. From a customer support and quality perspective, the project involves analyzing data, identifying errors, resolving reported issues, and maintaining high accuracy standards to support overall system performance and user experience.

• Executed 2D/3D annotation tasks in accordance with strict quality guidelines and project SOPs
• Flagged data inconsistencies and edge cases for QA review, contributing to improved dataset reliability
• Maintained 98%+ annotation accuracy while meeting tight delivery timelines

B.com in Computer Application – Shantiniketan Women's College (2019 – 2022)

Intermediate in C.E.C – Shantiniketan Women's Junior College (2017 – 2019)

SSC – Ken World High School (2017 – 2017)