Summary
Overview
Work History
Education
Skills
Projects
Languages
Certification
Accomplishments
Achievements And Extracurricular Activities
Timeline
Generic

JAHNAVI V. L. V

Hyderabad

Summary

Results-driven Senior Analyst with extensive experience at Cognizant Technology Solutions, specializing in escalation management and risk mitigation. Proven track record in enhancing client satisfaction through effective communication and process improvements. Skilled in data analysis and training, fostering team development while ensuring SLA adherence and quality control in high-pressure environments.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Senior Analyst (Senior Process Executive/Escalation Specialist)

Cognizant Technology Solutions
Hyderabad
01.2021 - Current
  • Managed high-priority customer escalations within a 24/7 global support environment, ensuring accurate, timely resolution, and adherence to quality standards.
  • Acted as the final point of contact for unresolved issues, collaborating across departments to uphold SLA targets, and maintain trust in client operations.
  • Interpreted and applied internal policy guidelines to assess and address sensitive content and system flags, reducing policy violations and operational risks.
  • Trained and mentored new team members on escalation handling, tool usage, and quality benchmarks, enhancing team efficiency and response consistency.
  • Leveraged internal tools and reporting systems to identify patterns in escalated issues, flagging recurring root causes, and contributing to process improvements.
  • Partnered with internal stakeholders to streamline escalation workflows, and support continuous improvement initiatives focused on user satisfaction and risk mitigation.
  • Maintained user trust by addressing technical queries and brand-impacting incidents with empathy, policy knowledge, and precision.

Analyst (Process Executive)

Cognizant Technology Solutions
Hyderabad
01.2019 - 01.2021
  • Monitored and maintained the accuracy of geographic and business data on mapping platforms by investigating user reports, identifying discrepancies, and applying content policy standards.
  • Resolved escalated issues related to map data integrity, ensuring compliance with regional and platform-specific guidelines while maintaining SLA commitments.
  • Collaborated cross-functionally with policy, product, and engineering teams to interpret ambiguous cases and recommend scalable solutions for recurring content quality challenges.
  • Provided feedback on internal tools and workflows to enhance decision-making efficiency, and participated in pilot testing for new systems to streamline map content reviews.
  • Contributed to documentation of best practices and supported training initiatives to ensure consistent application of policies across global operations teams.
  • Acted as a quality champion by identifying trends, mitigating risks, and ensuring that user-facing data remained trustworthy and accurate to enhance the end-user experience.

Education

B.Tech - Electrical and Electronics Engineering (EEE)

BVRIT, Autonomous
01.2019

Intermediate - MPC

Sri Chaitanya Jr. Kalasala
01.2015

Secondary School Certificate -

CMR Model High School
01.2013

Skills

  • Compliance and Risk Mitigation
  • Escalation and Incident Management
  • Client communication and support
  • SLA Adherence and Quality Control
  • Process Improvement
  • Training and Team Development
  • Data Analysis and Reporting
  • Microsoft Office
  • Python
  • C (Basics)
  • Root cause analysis
  • Risk mitigation

Projects

  • Academic Project: Commutation Ripple Reduction in BLDC Motor Using SEPIC Converter (MATLAB)
  • Internship at Solar PV Module Manufacturing and Plant Installation – Photon Energy Systems Ltd., Hyderabad
  • Industrial Visits, Ganapathi Sugar Factory, and Singur Dam

Languages

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

Certification

  • Generative AI Fundamentals: Empowering Executives for Innovation and Transformation
  • Master cognitive biases and improve your critical thinking
  • Executive Briefing: Artificial Intelligence (AI) + ChatGPT

Accomplishments

  • ACE OF ROOKIES
  • Quick learner with a steep learning curve
  • Consistently upholds high-quality standards when addressing P0/P1 escalations, ensuring timely and accurate resolutions.

Achievements And Extracurricular Activities

  • Volunteered at MUN seminars and campaigns during college fests
  • Participated in workshops including 'Importance of Earthing' at VJIT
  • Member of English Language Club

Timeline

Senior Analyst (Senior Process Executive/Escalation Specialist)

Cognizant Technology Solutions
01.2021 - Current

Analyst (Process Executive)

Cognizant Technology Solutions
01.2019 - 01.2021

B.Tech - Electrical and Electronics Engineering (EEE)

BVRIT, Autonomous

Intermediate - MPC

Sri Chaitanya Jr. Kalasala

Secondary School Certificate -

CMR Model High School

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JAHNAVI V. L. V