Niharika Mukiri
Hyderabad
Summary
With more than 3 years of experience as a Senior Process Executive and content moderator, I have gained extensive expertise in content reviewing, team handling, and quality assurance. My role has involved reviewing and verifying content, ensuring compliance with guidelines, and maintaining high standards of quality. I have also led and managed teams, overseeing performance and providing constructive feedback to ensure continuous improvement. Additionally, I bring over six months of customer handling experience, resolving queries and enhancing customer satisfaction. I have also developed macros to streamline processes and improve efficiency, while consistently addressing and clearing customer queries to ensure smooth operations. I oversaw the beta testing of a new product.
Overview
4
4
years of professional experience
Work History
PTW, Now known as SIDE
Hyderabad
10.2024 - Current
- Company Overview: Client- UBISOFT
- I joined PTW as a Content Moderator for a process under the client UBISOFT, where my responsibilities include identifying negative content, reviews, feedback, memes, false rumors, and misleading information created by You Tubers and other news outlets related to the company's products, specifically Assassin's Creed Shadows
- My role focuses on detecting content that could harm the company's reputation and taking appropriate actions, such as raising JIRA tickets to address and mitigate the impact of such content
- Upon transitioning to the DUBS project, I took on the responsibility of handling customer queries and creating macros to streamline the team's workflow
- I managed reviews and ratings for both Google Play and the Apple Store, ensuring customer feedback was addressed effectively
- Additionally, I gained experience in managing surveys during beta testing, where I provided guidance to testers while responding to their queries and ensuring a smooth testing process
- Worked on ZEN DESK for ticket clearance
- Client- UBISOFT
Senior Process Executive
Cognizant
Hyderabad
08.2021 - 07.2024
- Company Overview: CLIENT- GOOGLE
- I have joined the company as a process executive and was promoted to Senior Process Executive and then to Stretch Role Pod Lead
- We ensured businesses are allowed onto the maps after reviewing uploaded videos, checking legal documents (tax documents, revenue documents, bills), and confirming authenticity
- Process Management- I have worked under three different processes: Video Verification Process, Spam Trend Detection, Media File Review
- Daily Operational Tasks- Attendance Update, Error Analysis & RCA, QA & Policy Updates, Trend and Spam Check, Production Management, EOD & SOD Meets, EVALS, Screening when required.
- Tools: Fire-bolt Tool, Babel Eye Tool
- CLIENT- GOOGLE
Education
B.com - computers
Osmania University
Hyderabad06.2019
Skills
- Adaptability
- Ability to Work Under Pressure
- Customer Service
- Microsoft Office
- Content moderation
- JIRA ticketing
- Issue resolution
- Social media
- Content management
- Online research
Personal Information
- Date of Birth: 09/02/99
- Nationality: Indian
Languages
Telugu
First Language
English
Proficient (C2)
C2
Hindi
Proficient (C2)
C2
Timeline
PTW, Now known as SIDE
10.2024 - Current
Senior Process Executive
Cognizant
08.2021 - 07.2024
B.com - computers
Osmania University
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