Summary
Overview
Work History
Education
Skills
Certification
Language
Hobbies
Declaration
Timeline
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Sai Tejashwini

Hyderabad

Summary

Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Sr. Process Executive

Sutherland
Hyderabad
04.2025 - Current
  • Managed and resolved complex customer queries and escalations from hosts, guests, and partners with accuracy and empathy, ensuring alignment with Airbnb’s quality and communication standards.
  • Oversaw daily operations to meet and exceed service-level agreements (SLAs) and key performance indicators (KPIs), including CSAT, resolution time, and accuracy rate.
  • Identified process gaps and recurring issues, providing actionable insights and driving workflow optimization in collaboration with cross-functional teams.
  • Ensured policy and legal compliance in all interactions while maintaining transparency through accurate documentation and reporting.
  • Conducted quality audits and provided constructive feedback to enhance team performance and service quality.
  • Acted as a mentor and point of contact for junior agents, assisting with training, onboarding, and case guidance to build a stronger, high-performing team.
  • Analyzed daily and weekly performance reports to track key metrics, generate insights, and support data-driven decision-making for process improvements.
  • Partnered with global and product teams to address escalations, align processes, and implement updates to tools, systems, and policies.
  • Consistently maintained high productivity and operational excellence while delivering superior customer experiences.

Process Executive

Cognizant
Hyderabad
12.2022 - 11.2023
  • Addressed client questions with speed and accuracy via phone.
  • Ensured proper logging of complaints, queries, and resolutions for future reference.
  • Identify issues raised by customers, and resolve them promptly while maintaining a high level of professionalism.
  • Escalate unresolved or complex issues to the appropriate departments or team leads.
  • Meet or exceed performance metrics, including call handling time, first-call resolution, and customer satisfaction ratings.
  • Conducted process audits to ensure compliance with standards and regulations.
  • Manage call volumes efficiently, ensuring timely resolution of all customer inquiries.
  • Maintained quality control standards by monitoring the performance of process operations.

Education

BBA -

Queen Mary Degree College
Hyderabad
09-2022

Intermediate -

Kites Junior College
Hyderabad
08-2018

SSC -

St Mary's High School
Hyderabad
03-2016

Skills

  • MS Word
  • MS Office
  • Email handling
  • Customer support
  • Time management
  • Performance metrics

Certification

  • Investment Risk Management
  • Business Analysis and Process Management

Language

  • English
  • Hindi
  • Telugu

Hobbies

  • Playing Piano
  • Listening To Music
  • Drawing and Painting

Declaration

I hereby declare that the details provided in my resume are true to the best of my knowledge. I take full responsibility for the information presented.

Timeline

Sr. Process Executive

Sutherland
04.2025 - Current

Process Executive

Cognizant
12.2022 - 11.2023

BBA -

Queen Mary Degree College

Intermediate -

Kites Junior College

SSC -

St Mary's High School
Sai Tejashwini