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
Hyderabad09-2022
Intermediate -
Kites Junior College
Hyderabad08-2018
SSC -
St Mary's High School
Hyderabad03-2016
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