Sunaina Kachwaya
Summary
Dynamic and results-driven professional with experience at Wipro Pvt. Ltd, specializing in content moderation and user engagement. Proficient in MS Excel and equipped with strong communication skills, I have successfully enhanced brand image and improved customer satisfaction by addressing queries effectively and implementing strategic solutions.
Overview
7
7
years of professional experience
Work History
Process Associate
Wipro Pvt. Ltd
06.2023 - Current
- Working as a process associate for Meta.
- Monitored and evaluated user-generated content for adherence to community guidelines, ensuring a safe and positive online environment.
- Identified and removed inappropriate content, including hate speech, spam, and offensive material, promoting a respectful and inclusive platform.
- Investigated and flagged suspicious user activity, safeguarding the platform's integrity and user experience.
- Monitored and evaluated user-generated content for adherence to community guidelines, ensuring a safe and positive online environment.
- Analyzed data and identified patterns of fraudulent engagement, such as fake accounts and automated bots.
- Contributed to the development and implementation of strategies to combat engagement fraud, protecting the platform from manipulation.
- Client: Meta
Process Associate
Conneqt Business Solutions Ltd.
06.2019 - 06.2023
- Worked as a process associate for Airtel prepaid services on social media platforms like Twitter, Facebook and Instagram.
- Handling customer queries over OD, Sprinklr, chat and outbound call if required to ensure customer query get sorted at very first interaction.
- Highlighting verified customers tweets/post to my supervisor and will do complete route cause analysis and going extra mile for solving customer issues.
- Responding to customers on social media which will enhance brand image.
- Highlight process gaps to our management so we can fix it and deliver excellent customer service.
- Client: Airtel / Tata CliQ
Senior Associate
Aegies Customer Support Pvt. Ltd
02.2021 - 03.2022
- Working as a Senior associate for Airtel prepaid services on social media platforms like Twitter and Facebook.
- Handling customer queries over chat and outbound call if required to ensure customer query get sorted at very first interaction.
- Highlighting verified customers tweets/post to my supervisor and will do complete route cause analysis and going extra mile for solving customer issues.
- Responding to customers on social media which will enhance brand image.
- Highlight process gaps to our management so we can fix it and deliver excellent customer service.
- Client: Airtel
Teleperformance
Hyderabad
09.2018 - 03.2019
- Delivering qualitative services to customers.
- Promoting banks credits cards service like balance transfer, personal loan against credit card.
- Building customers relationships.
- Responding to customer inquiries and resolving.
- Referring complex issues to the management.
- Assist customers in making the payments by giving the best possible payment mode to the customer.
- Ensuring best practices in rendering services to customers.
- Communicating very effectively with the customer and gathering all possible information about the customer's needs.
- Client: RBL BANK CREDIT CARD SERVICES
Education
B.COM - Generals
Kasturba Gandhi Degree and PG College For Women
Intermediate -
Narayana Junior College
S S C -
Narayana Concept School
Skills
- MS EXCEL
- MS WORD
- MS OFFICE
- Communication Skills
- Writing Skills
Accomplishments
- Achieved best science project on Musical Instruments.
- Awarded as best dancer in college level competitions.
- Best Performer of the Month (09/2020) received certificate of Star Performer at Rewards and Recognition Program.
- Secured Wow cards and performer appraisal for maintaining decent scores in terms of quality parameter at work place.
Disclaimer
I hereby declare that the above information is correct to the best of my knowledge.
Languages
- Hindi
- Telugu
- English, Highly proficient in both spoken and written English
- Hindi, Highly proficient in both spoken and written Hindi
- Telugu, Highly proficient in spoken Telugu
Proficiency
- MS EXCEL
- MS WORD
- MS OFFICE
- Communication Skills
- Writing Skills
Timeline
Process Associate
Wipro Pvt. Ltd
06.2023 - Current
Senior Associate
Aegies Customer Support Pvt. Ltd
02.2021 - 03.2022
Process Associate
Conneqt Business Solutions Ltd.
06.2019 - 06.2023
Teleperformance
09.2018 - 03.2019
B.COM - Generals
Kasturba Gandhi Degree and PG College For Women
Intermediate -
Narayana Junior College
S S C -
Narayana Concept School