Kodamanchili Samson
Hyderabad
Summary
Dynamic and results-oriented professional with a proven track record at Cognizant Technologies Solutions, adept in conflict management and efficient time management. Excelled in enhancing service quality and workflow efficiency, evidenced by rapid promotion at Sutherland Global Services. Skilled in team collaboration and quick learning, consistently exceeding performance metrics.
Overview
6
6
years of professional experience
Work History
Sr CS Phone
Sutherland Global Services Private
Hyderabad
04.2023 - 11.2024
- Provided exceptional service to Airbnb hosts and guests, ensuring a high level of satisfaction and swift resolution of issues
- Effectively managed and resolved a wide range of inquiries and problems such as account issues, account security, payment disputes, and property concern
- Utilized strong verbal and written communication skills to interact with users from diverse backgrounds, ensuring clear and empathetic exchanges
- Navigated Airbnb’s support tools and systems efficiently to track and resolve support tickets, ensuring timely and accurate solutions
- Ensured compliance with Airbnb’s policies and procedures while handling sensitive and confidential information
- Gathered and relayed user feedback to relevant departments to improve platform functionality and user experience
- Worked closely with other support team members and departments to streamline processes and enhance overall service quality
- Demonstrated the ability to handle multiple support cases simultaneously while maintaining attention to detail and high service standards, by Consistently met or exceeded performance, including response time, resolution time, and user satisfaction
- Promoted from R1 to R2 within the span of 2 months of joining at Sutherland Global Airbnb
KPO-Analyst
Virtusa Consulting Services Private
Hyderabad
07.2021 - 03.2023
- Review Ads, Search contents and classify them as per client guidelines
- Review and classify landing page’s / home pages as per the client policies
- Understand and remain updated with client policies and guidelines
- Fulfill base productivity and quality requirements
- Review content given by clients-comments/edit
- Helped team by playing a role of quality analyst for few months, handled error cases and conducted one-one feedback sessions for disputes
- Helped in pulling out the data from tool to team’s spreadsheets provided by MIS team
Senior Associate
Cognizant Technologies Solutions
Hyderabad
04.2020 - 03.2021
- Investigate, escalate resolve issues regarding video, photos and text based contents that are reported by users or flagged by the system
- Accurate content Review and classify according to policies with efficient time management
- Understand and remain updated with client policies and guidelines
- Hands on real time management of multiple platforms at once, either directly or through strategic planning with our media team
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
Process Associate
Cognizant Technologies Solutions
Hyderabad
07.2018 - 04.2020
- Investigate, escalate resolve issues regarding video, photos and text based contents that are reported by users or flagged by the system
- Accurate content Review and classify according to policies with efficient time management
- Understand and remain updated with client policies and guidelines
- Hands on real time management of multiple platforms at once, either directly or through strategic planning with our media team
- Identified and resolved process issues to encourage smoother procedures, more efficient workflow and overall business growth
- Awarded with Ace of rookie’s certification for multiple months
- Successfully planned and organized multiple events for engagement activities
Education
B.com - Computers
St. Mary’s College
Hyderabad04.2017
Skills
- Team player
- Excellent time management skills
- Conflict management
- Public speaking
- Quick learner
Timeline
Sr CS Phone
Sutherland Global Services Private
04.2023 - 11.2024
KPO-Analyst
Virtusa Consulting Services Private
07.2021 - 03.2023
Senior Associate
Cognizant Technologies Solutions
04.2020 - 03.2021
Process Associate
Cognizant Technologies Solutions
07.2018 - 04.2020
B.com - Computers
St. Mary’s College