Summary
Overview
Work History
Education
Skills
Certification
Personal Information
Languages
Websites
Timeline
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Haseena Begum Shaik

Haseena Begum Shaik

Hyderabad

Summary

Results-driven Process Specialist at Cognizant Technologies with expertise in root cause analysis and mentoring. Demonstrates a strong track record in continuous improvement initiatives, utilizing advanced Power BI to elevate team performance and client satisfaction. Proven interpersonal skills and problem-solving abilities consistently yield high-quality outcomes and effective training programs. Aiming to further enhance operational efficiencies while driving team success.

Overview

8
8
years of professional experience
1
1
Certification

Work History

Process Specialist/SME

Cognizant Technologies
Hyderabad
01.2020 - Current
  • In my role as a specialist in non-UGC workflow, I serve as the point of contact and primary liaison for my lead.
  • In my role as a team mentor, I am accountable for guiding new hires through their learning journey, supporting their growth, and development within the organization.
  • My cross-training in various sub-processes of the current workflow has equipped me to grasp client expectations thoroughly, and provide solutions that align with those expectations.
  • As part of my job responsibilities, I am assigned to utilize the Deep Diver RCA tool and conduct a root cause analysis (RCA) on all three specified workflows.
  • I prepare reports, scrub the errors of the team members, and provide feedback to the agents on a daily basis.
  • Keep the team informed about emerging error patterns, and assist them in understanding and addressing these trends.
  • Support my lead in assigning the locale and HC according to the monthly throughput.
  • Monitor hourly count sheets, parking lots, and any problems relating to the team.
  • Crafting the Weekly Capacity Plan and Headcount Deployment: Leveraging Volume Forecasts from Clients.
  • Handling project requirement documentation, managing client communications, incorporating valuable feedback, and implementing effective quality improvement plans are all crucial responsibilities.
  • I'm responsible for managing all training-related documentation, ensuring quality standards are met regularly, and keeping detailed records of daily client communications.
  • Facilitate the growth of a self-managed team, ensuring, and auditing team quality.
  • Implement plans to continually improve training.

Process Executive & Sr Process Executive

Infosys BPM
11.2016 - 01.2020
  • My role involves shadowing clients to gain a comprehensive understanding of their workflow and processes
  • Achieve outstanding daily productivity and quality with an unmatched 101% success rate
  • Provide comprehensive support to new associates by addressing their questions and uncertainties
  • Guide and Mentor for onboarding associates
  • Gained new skills in Google Sheets and PowerPoint by actively participating in the recent initiatives

Education

Bachelor of Technology - Electronics and Communication Engineering

Vignan's Institute of Management and Technology for Women
Hyderabad
01.2016

HSC -

Vasavi College
Miryalaguda, Telangana
01.2012

SSC -

Pragathi High School
Nalgonda
01.2010

Skills

  • White Belt Six Sigma
  • Strong interpersonal skills
  • Mentoring
  • Coaching
  • Customer service
  • Continuous Improvement
  • Organization skills
  • Problem solving
  • Time management
  • RCA
  • Mid-level SQL
  • Mid-level Python
  • MS Excel
  • Communication
  • Written communication
  • Advance Power BI

Certification

Six Sigma White Belt Certification, Advanced Innovation Group Pro Excellence (AIGPE)

Personal Information

Date of Birth: 10/31/95

Languages

Urdu
First Language
English
Advanced (C1)
C1
Hindi
Advanced (C1)
C1
Telugu
Advanced (C1)
C1

Timeline

Process Specialist/SME

Cognizant Technologies
01.2020 - Current

Process Executive & Sr Process Executive

Infosys BPM
11.2016 - 01.2020

Bachelor of Technology - Electronics and Communication Engineering

Vignan's Institute of Management and Technology for Women

HSC -

Vasavi College

SSC -

Pragathi High School

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Haseena Begum Shaik