Summary
Overview
Work History
Education
Skills
Accomplishments
Hobbies and Interests
Languages
Certification
Languages
Websites
Timeline
Generic

Shravan Chevula

Hyderabad

Summary

Tactful Customer Advocate and expert in research. Proficient in communicating with colleagues as well as customers. Proven to use consumer data to develop concrete recommendations for improving satisfaction with services. Personable and detail-oriented. Offering many years of consumer research experience.

Overview

7
7
years of professional experience
1
1
Certification

Work History

Customer advocate senior associate

Google Operations Center
Hyderabad
07.2020 - Current
  • As a senior associate, I am highly skilled in delivering exceptional customer service and ensuring customer satisfaction
  • With 4 years, 5 months of experience in the field, I have developed a deep understanding of customer needs and possess excellent problem solving abilities
  • I took buddy up sessions and providing support to team members regarding process - related tasks and activities
  • Maintained quality and SLA, never had a miss
  • Provided ideas to improve process
  • I've worked with Search Entity Verification - Team The SEV workflow is to verify whether or not the submitter of the form is the entity in the KP or otherwise officially represents the entity in the KP
  • Worked as L1 Reviewer where we will review the details of the ticket using the verification workflow and decide whether to approve or deny the ticket
  • Handled Quality audits for the team in the initial phase and made sure the team was aligned with the policy and client requirements
  • Handling escalation cases of L1 agents as consults
  • Preparing daily and weekly reports of the volumes
  • Providing real time support to the L1 agents
  • Conducting weekly refreshers on process and policy updates

Process associate

Genpact
Hyderabad
06.2019 - 07.2020
  • Analyzed process flows and identified areas of improvement to increase productivity and reduce costs
  • Monitored and reported on process performance to verify compliance with established standards
  • Collaborated with a team to define business requirements for organizational processes, achieve productivity standards, and adhere to accuracy standards
  • Developed standard operating procedures and document workflows to drive current and future processes
  • Collected, arranged, and input information into the database system
  • I gathered, organized and input information into a digital database

Skilled Employee - Troubleshooting

Electronics Corporation of India Limited
Hyderabad
05.2018 - 04.2019
  • Skilled in troubleshooting complex technical issues related to electronic systems and equipment at the Electronics Corporation of India Limited (ECIL), ensuring minimal downtime and optimal performance.

Education

BTech -

Brilliant Institute of Engineering and Technology
Hyderabad
03.2017

Skills

  • HTML
  • CSS
  • MS Office
  • Ms excel
  • Productivity Standards
  • Conducted team building activities
  • Search Engine Marketing

Accomplishments

  • Touchstone award, January 1, 2024
  • Star Award, 10/01/22
  • Touchstone Award, 01/01/22
  • Touchstone Award, 01/01/21

Hobbies and Interests

  • Playing snooker
  • UI Development

Languages

  • English, Full Professional Proficiency
  • Telugu, Full Professional Proficiency
  • Hindi, Limited Working Proficiency

Certification

  • Project Keen! Google Ads and Excel
  • Getting Started with Microsoft Excel
  • Google Ads Search Certification

Languages

English
First Language
Telugu
Proficient (C2)
C2
Hindi
Beginner (A1)
A1

Timeline

Customer advocate senior associate

Google Operations Center
07.2020 - Current

Process associate

Genpact
06.2019 - 07.2020

Skilled Employee - Troubleshooting

Electronics Corporation of India Limited
05.2018 - 04.2019

BTech -

Brilliant Institute of Engineering and Technology

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Shravan Chevula