M Kanchan
Hyderabad
Summary
Driven Senior Process Associate with a proven track record at Google Operations Center, I excel in customer service and employee training. Leveraging strong communication skills and the ability to work under pressure, I've led teams to enhance decision-making and business development, significantly improving service delivery. Recognized for outstanding contributions, including multiple smart step awards, I am committed to professional growth and excellence. Adaptable professional with a quick-learning ability and a talent for adjusting to new environments. Skilled in rapidly acquiring new knowledge and applying it effectively. Driven by a passion for continuous learning and successfully navigating change.
Overview
7
7
years of professional experience
Work History
Senior Process Associate Chat and Email
Google Operations Center
Hyderabad
07.2022 - 01.2025
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
- Identified the needs of customers promptly and efficiently.
- • Cultivated impactful relationships with customers and drove business development by delivering prodüct knowledge.
- Worked closely with other departments to ensure quality customer service delivery.
- • Responded promptly to customer inquiries in person, by Video call and Emails.
- Delivered fast, friendly, and knowledgeable service for routine questions and service complaints.
- Coordinated, organized, and prioritized workloads for team members.
- • Led the team by answering questions and solving complex problems daily.
- Trained employees on daily tasks and coached them to improve performance.
Senior Process Executive Voice
Cognizant Technology Solutions India Pvt. Ltd
Hyderabad
07.2018 - 06.2022
- Worked as a Senior Process Executive for the Google Maps project.
- I have taken 120 calls per day.
- I have worked on reports and worked on Excel.
- I have gained a lot of knowledge working with this company.
- I have received many Smart Step awards while working with the current organization.
- I have worked for several outreach programs, such as teaching in schools, painting schools, etc.
- Reviewed customer service requests and provided solutions within specified timelines.
- Provided leadership, insight and mentoring to newly hired employees from Manila to supply knowledge of various company programs.
Education
Bachelor of Science - Computer Application
Bhavans Vivekananda Degree College
Hyderabad, India06-2018
Intermediate Certificate - MPC
Sri Chaitanya Junior Kalasala Alwal
Hyderabad, India05-2015
Board of Secondary Education -
St.Ann's Girls High School
Hyderabad, India03-2013
Skills
- Pursuing a career by utilizing my skills and abilities in an organization that offers professional growth and learning opportunities
- Good communication skills
- Willingness to learn
- Ability to work under pressure
- Customer service
- Employee training
- Time management
- Email management
- Ms Word, Excel
Languages
English
First Language
Hindi
Beginner
A1
Affiliations
- I have worked for several outreach programmes like teachinging in schools, painting schools etc
Accomplishments
- Received many smart step awards working with the current organization.
- Received Individual contributer Award at GOC
Hobbies And Interests
- Traveling
- Painting
- Cooking
Timeline
Senior Process Associate Chat and Email
Google Operations Center
07.2022 - 01.2025
Senior Process Executive Voice
Cognizant Technology Solutions India Pvt. Ltd
07.2018 - 06.2022
Bachelor of Science - Computer Application
Bhavans Vivekananda Degree College
Intermediate Certificate - MPC
Sri Chaitanya Junior Kalasala Alwal
Board of Secondary Education -
St.Ann's Girls High School