K.Uday Kumar
Hyderabad
Summary
Dedicated and analytical Senior Process Executive with over 7+ years of experience managing both technical and non-technical customer inquiries. Demonstrated success in improving customer satisfaction and consistently exceeding KPIs through the effective use of custom and pre-defined metrics. Known for excellent interpersonal skills, advanced conflict resolution expertise, and a strong aptitude for quickly mastering new systems and processes. Tech-savvy with a proven track record of enhancing operational efficiency and delivering high-quality customer service.
Overview
2
2
Languages
8
8
years of professional experience
Work History
Senior Process Executive
Cognizant technology solutions
Hyderabad
12.2022 - Current
- Offer support to major corporations for Google Cloud Platform via email or phone.
- Manage cases created by Google employees on behalf of clients, ensuring optimal support.
- Collaborate with various Google professionals to troubleshoot and resolve client issues.
- Possess hands-on experience in monitoring usage across Google Cloud services such as BigQuery, Compute Engine, Looker, and Storage and database.
- Utilize Salesforce Vector as a documentation tool and leverage G-dasher to verify Google Cloud Platform status for clients.
- Investigate root causes and resolve issues related to client access to the Google Cloud Console or error messages.
- Grant clients access as Identity and Access Management roles (Billing Administrator, Billing Account Costs Manager, Billing Account User, Billing Account Viewer) in case of lost access.
- Analyze service usage and costs by examining various SKU IDs.
- Conduct training for associates to enhance individual skill levels and provide refresher training on products.
- Providing training and support to internal teams or end-users on using cloud services effectively.This includes creating documentation and conducting workshops or webinars.
- Analyze complex issues, think critically, and develop effective solutions under pressure.
- Perform weekly reviews of cases to ensure the highest quality of service.
- Collaborate with internal teams such as Deal Strategy Support, Order Management and Product Fulfillment, Partner Support Desk, and Accounts to process change requests in the Google Cloud Platform contract.
Sr. Process Executive
Tech Mahindra
Hyderabad, Telangana
07.2021 - 11.2022
- Managed and provided customer support to clients located in the Philippines, New Zealand, and Qatar.
- Provided efficient customer service by promptly addressing inquiries, answering questions, and resolving issues via calls, mail, and chats.
- Established strong relationships with clients through quality customer service and problem-solving abilities
- Assisting customers by providing comprehensive information on new offerings, including products, features, and associated costs
- Earned customer trust by consistently meeting their specific requirements
- Managed the production and dissemination of essential reports.
- Ensured that performance parameters were met and exceeded within company's guidelines and policies.
- Ensured all queries were addressed so that client relationships were maintained.
- Facilitated training sessions for staff on new processes, increasing compliance and efficiency.
- Analysed business requirements to identify inefficiencies, proposing strategic solutions to optimise operations.
Business Development Executive
Next Education India Pvt Ltd
Hyderabad
07.2018 - 05.2020
- Receiving calls from customers on a regular basis
- Taking appointments with the customers so as to explain the product and its features
- Built rapport with clients by providing quality customer service and problem-solving
- Conducting the online session to counsel the students and parents
- Visiting the customer so as to provide the demo of the product and explain the benefits of the product
- Managing and publishing the reports
- Generating the leads to increase the revenue for the organization.
Education
Bachelor in Commerce -
GITAMS University
Intermediate Education -
Nava Chaitanya Junior College
High School -
Govt Boys High School
Hyderabad, TGSkills
- Risk management
- Integrity and ethics
- Consulting
- Innovation fostering
- Operations management
- Supply chain optimization
- Financial leadership
Languages
English
Advanced
C1
Hindi
Intermediate
B1
Timeline
Senior Process Executive
Cognizant technology solutions
12.2022 - Current
Sr. Process Executive
Tech Mahindra
07.2021 - 11.2022
Business Development Executive
Next Education India Pvt Ltd
07.2018 - 05.2020
High School -
Govt Boys High School
Intermediate Education -
Nava Chaitanya Junior College
Bachelor in Commerce -
GITAMS University