Surya Chandra G
Process Specialist
Hyderabad
Overview
1
1
Language
5
5
years of professional experience
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Summary
To give my best in my professional pursuit for the overall benefit and growth of the company that I serve by facing the challenges and motivated to work in an intellectual environment where I can use my knowledge and skill set acquired towards the enhancement of the organization at the same time meeting my professional and personal goals. I'm very transparent and hard-working which gives me a positive environment in the work.
Skills
MS Excel
Work History
Process Specialist
Cognizant Technology Solutions
Hyderabad, India
06.2021 - Current
- Responsible for quality assurance function of various Google processes.
- Effectively engage with clients and internal stakeholders to ensure delivery excellence initiatives are deployed and recognized.
- Managing individual performance of L2 services & support to clients for meeting the productivity/service levels.
- Monitoring SLA and ensuring corrective and preventive actions for any RCA misses
- Responsible for hosting calibration sessions across disability processes
- Driving process improvement plans using six sigma based methodology SPE -QUALITY.
- Monitoring and reviewing daily transactions.
- Meeting client SLAs.
- Training and coaching agents to improve team's performance.
- Conducting Quality audits and circulating reports.
- Creating weekly business review presentations.
- Drafting RCAs for escalations.
- Gap analysis on call with client.
- Responsible for quality assurance function of various Google processes.
- Effectively engage with clients and internal stakeholders to ensure delivery excellence initiatives are deployed and recognized.
- Monitoring SLA and ensuring corrective and preventive actions for any RCA misses.
- Responsible for hosting calibration sessions across disability processes.
- Driving process improvement plans using six sigma based methodology SPE - QUALITY.
- Stakeholder/Business Management and Customer Relationship Management.
Senior Process Executive
Cognizant Technology Solutions
Hyderabad, India
03.2018 - 05.2021
- Reviewing work practices and processes and implement improvements in order to improve productivity, service levels and customer satisfaction.
- Contributing and managing individual and team performance against agreed service levels
- Perform Quality audits.
- Feed appropriate and concerned data in a result set via search engine requests.
- Conducting Quality audits and circulating reports.
- Sessions conducted for weekly updates from client.
- Training given to the new folks & act as a buddy.
- Collate team performance data for reporting purposes as and when requested by SME/Process Specialist.
- Conduct Huddles and Team meetings.
- Participate and contribute to organizational activities.
- Creating weekly business review presentations.
- Drafting RCAs for escalations.
- Gap analysis on call with client.
- Refreshers and KT/KS if requirement.
- Contributed business excellence ideas to the team (Pilot Batch)
- Took up additional responsibilities in assisting and mentoring resources.
- Conducted Knowledge Transfer Sessions to New Hires.
Process Executive
Cognizant Technology Solutions
Hyderabad, India
02.2017 - 02.2018
- Help Online Business showcase themselves on Search Engines.
- Categorize businesses and highlight the provided services briefly when searched online.
- Prioritize Business fetch-ability and its limelight.
- First level reporting.
- Documenting daily goals in regards with performance, productivity & metrics.
- Monitoring and reviewing daily transactions.
- Meeting client SLAs.
- Training and coaching agents to improve team's performance.
- Act as buddy for the new folks in the team.
- Contribute to and participate proactively in knowledge sharing sessions.
- Help the leads to manage the additional activities which run day-to-day operations.
- Conducted Knowledge Transfer Sessions to New Hires.
- Dealing with Huge sets of categories to pick relevant keywords, business information, confidential and sensitive data.
- Feed appropriate and concerned data in a result set via search engine requests.
Education
B.Tech - Information Technology
CVR College of Engineering
Additional Information
AWARDS AND ACHIEVEMENTS
- Received Spotlight Award in Structured Snippets Process within 1 month after completion of my training later with Ace Of Rookies, Unicorn and Spotlight in the following months till date.
- Received Appreciation Award from my manager in the month of March 2021 as Showcased Initiative and Led By Example.
- Nominated and received the additional project in the month of Aug’21 (ASL).
- It’s an Achievement working with both the projects (SL & ASL) as the only QA with HC of 200+ agents individually - Present.
INTERESTS AND HOBBIES
- Playing Cricket,Video Games and Volleyball.
- Listening to songs, Watching Movies & Reality Shows.
- I'm a fitness freak.
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