Pranavi Sunkugari
Hyderabad
Summary
I am an adaptable and focused individual looking to apply my educational and experiential knowledge towards the functioning and growth of the organization I work with while leveraging the same for personal career growth.
Overview
4
4
years of professional experience
Work History
Customer Advocate Senior Associate
Google Operations Center
05.2024 - Current
- Verification of business profiles ensuring all guidelines are followed while maintaining quality metrics, handling cases per day ranging from 10-20+ cases based on the volume inflow.
- Collaborated with quality team to provide the customers/business owners with customer centric resolutions within policy guidelines.
- Assisted the training team with shadowing sessions for new hires daily for around 1 week.
- Mentored new hires on the process workflow before the new hires transition to production post training.
- Act as a back-up in the absence of the team SME and handle the team of around 15 members' queries regarding process and resolutions.
Customer Advocate Associate
Google Operations Center
04.2023 - 04.2024
- Resolved customer inquiries efficiently through multi-channel communication platforms (email, chat, video calls).
- Facilitated seamless onboarding experiences for new users and assisted them with queries regarding guidelines to be implemented for successful verification of the business profile.
- Actively engaged in quality team and training team meetings to ensure timely resolutions to the customer while ensuring quality and productivity (ranging from 10-20 cases per day).
Analyst
Google Operations Center
08.2022 - 03.2023
- Cleared the required training and nesting phases to transition into production for operations for the Google Business Profile verification team.
- Collaborated with training teams and quality teams to understand the product and process to provide the best resolution to customers within policy guidelines while maintaining required quality metrics.
- Handled around 20 queries per day including both chat and email channels.
Credit Verification Officer
ANZ
12.2021 - 07.2022
- Responsible for risk mitigation through analysis of home loan applications using 4Cs of credit.
- Communicated with broker/submitter to provide the best possible solution within policies without errors.
- Underwent and cleared multiple process and communication trainings as a part of career progression.
Education
Post Graduate Diploma in Managament - Banking, Insurance And Financial Services
Institute of Public Enterprise
Hyderabad, India05-2022
Bachelor of Technology - Biotechnology
K L University
Guntur, India04-2017
Skills
- MS Office
- Communication skills
- Attention to detail
- Conflict resolution
- Problem solving
- Escalation handling
- Experience in customer facing roles
- Cross functional team collaboration
Timeline
Customer Advocate Senior Associate
Google Operations Center
05.2024 - Current
Customer Advocate Associate
Google Operations Center
04.2023 - 04.2024
Analyst
Google Operations Center
08.2022 - 03.2023
Credit Verification Officer
ANZ
12.2021 - 07.2022
Post Graduate Diploma in Managament - Banking, Insurance And Financial Services
Institute of Public Enterprise
Bachelor of Technology - Biotechnology
K L University
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