Neetika Singh

Client: Twitter, Project II: Twitter Access

• In access core we are working for Twitter accounts in which handling account access.
• My work is to provide sessions to new agents provide side by side and clear the doubts and provide clear clarification.
• I am handling hacked cases and the suspicious accounts and provide the revert as per the user timelines. I am the one who is handling escalation part of the Access.
• Likewise, I am the one who is handling scrubbing part of the Access pillar which is inside or outside the organization provided by the Team Manager. We are working on a sales force tool in which we have a multiple queues to handle.
• I am handling the basic to high level queries of the agents who are working with me and provides them policies refreshers when required.
• My role is backup Quality analyst and including this I am second level approver the cases worked by P1 agents. I am reviewing those cases.

Client: Twitter, Project I: Twitter HCOMP Safety

• In safety core it is related to content moderation we are working for twitter in which we are taking cases and resolved in priority basis.
• My work is to decide what kind of action should be taken on user report. Based on the policy, I have to choose whether to delete, ignore, mark as sensitive, escalate, etc., the reports for posts photos, videos.
• In this role we are taking action or blocking that content which is not supposed to be online. We are working on a sales force tool in which we have a multiple queue to handle. We daily update on current affairs and highly raise conflicts and taking action which is hateful or violated.

Client Google, Process I: Account Access

• In Concentrix, I worked for Google Aris which is Account recovery project handling account recovery, Google Process (Gmail backend) investigate and resolved on the priority basis.
• The responsibility to maintain the quality and quantity as per the priority and team data.
• I am handling higher escalation part of Google Projects: Internal Escalation, Forum Escalation, Local office Escalation, High Profile Escalation, Physical mail, Titanium Account. Also, I have done projects on account recovery of Gmail of various accounts.
• I am a part of primary executive of the team and provide clarifications and refreshers about policies. I am also doing work on Scrubbing of Cases of different projects.

Client Target Corporation, Process II: Target Play & Hardware

• In Target, we are handling chats and email related queries of the user.
• The responsibility to maintain the quality and quantity as per the priority and team data.
• Responsibility to provide quality instructions or responses to be able to resolve the customer's issue.
• Skilled multitasks, able to use troubleshooting, technical, communication, and typing skills all at the same time.
• We tasked to handle multiple inquiries and provide correct answers or appropriate resolutions. I moved to different part of Target which is email part.
• The responsibility to maintain the quality and quantity as per the priority and team data. Responsibility to resolve the user's concerns and issues via mail.

· Analyzing company activities to ensure resources are used efficiently.

· Providing documentation and communication regarding specialized organizational processes.

· Taking a technical concept and making it easier to understand. Creating and editing processes to help businesses perform tasks consistently.

· Supporting leadership in aligning company and personal values with a strategic vision. Making recommendations for technology infrastructure, software and equipment.

· Assisting in sales growth and account management when needed. Maintain MIS on a daily basis like FTR, UB MIS, Callback MIS and resolve escalation and clarification cases with clients or RM/SM etc.