Spandana Kondru

To secure a challenging position in a reputable organization where I can apply my skills, ensure high-quality outcomes, and achieve both personal and professional growth.

Process Associate-Trust & Safety - GENPACT

(2025-09 - 2026-05)

• Reviewed and moderated user-generated content (UGC) based on community guidelines and platform policies.
• Identified, flagged, and removed policy-violating, harmful, or inappropriate content.
• Maintained high accuracy, quality, and consistency in moderation decisions.
• Handled sensitive and graphic content professionally while following safety guidelines.
• Investigated reported content and applied appropriate policy actions.
• Escalated complex and critical cases to relevant teams for resolution.
• Monitored content trends and identified emerging policy violations.
• Maintained SLA, productivity, and quality targets.
• Collaborated with internal and cross-functional teams to improve moderation processes.
• Maintained accurate case documentation and records for audit and review.

Customer Relationship Officer - HexaMed Technologies Pvt Ltd

(2024-12 - 2025-05)

• Handled customer queries through chat, email, and occasional calls.
• Provided accurate information and timely resolutions to customer concerns.
• Maintained professional communication and a positive customer experience.
• Managed customer requests, complaints, follow-ups, and service-related issues.
• Updated customer details and interactions in CRM systems.
• Followed SOPs, quality standards, and SLAs while handling cases.
• Coordinated with internal teams to resolve complex customer issues.
• Maintained proper documentation and ensured timely case closure.
• Followed up with customers regarding pending requests and resolutions.
• Focused on customer satisfaction, accuracy, productivity, and service quality.

BSC - Computers - CH SD ST THERESA'S COLLEGE FOR WOMEN, ELURU (2024)

Intermediate - MPC - SRI CHAITANYA JUNIOR COLLEGE, VIJAYAWADA (2021)

SSC - ZPP High School, Kothapalli (2019)