Sri Rahul Goud
Hyderabad
Summary
A results-driven professional with expertise in workflow management, operational support, and quality assurance. Demonstrates strong leadership skills through effective task delegation, staff coordination, and employee training to optimise team performance. Adept at customer relationship management and satisfaction, leveraging critical and analytical thinking to enhance processes and ensure compliance monitoring. Proficient in data analysis and report writing using advanced MS Word, MS PowerPoint, and MS Excel skills. Committed to fostering mentorship and team building while driving performance evaluation and process development to achieve organisational goals.
Overview
6
6
years of professional experience
Work History
SME International support multi channel-Google Ads
Cognizant
03.2022 - 05.2025
- Worked on WBRs and MBRS with the operations .
- Used excellent verbal skills to engage customers in conversation and effectively determine requirements.
- Developed training materials to enhance team understanding of complex subjects.
- Reviewed documentation for accuracy and adherence to company standards.
- Updating roster on Monthly basis
- TRT Deepdives, WFM Compliance, Security errors monitored
- Customer satisfaction or customer sentiment monitoring
- Offered training and support to keep team members motivated and working toward objectives
- Wrote and submitted reports on industry trends, prompting managers to develop business plans
- Mentored newly hired employees on machine operations and implemented training on safety, procedures to prevent injuries
- Provided coaching and feedback on employee performance, encouraging professional development
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions
- Identified needs of customers promptly and efficiently
- Coordinated team activities and delegated tasks to ensure efficient completion of projects
- Analyzed data from various sources to identify areas of improvement in the department's operations
- Facilitated training sessions for new employees on company policies and procedures.
- Identified areas for improvement, narrowing focus for decision-makers in making necessary changes
- Maintained a positive work environment that promoted collaboration between team members
- Recognized for strong work ethic and promoted to leadership position
- Provided support and guidance to colleagues to maintain a collaborative work environment
- Designed test plans, scenarios, scripts, cases, and results matrices to validate system functionality
- Worked closely with clients, technicians, and managerial staff to provide operational support and project updates
- Managed Google Ads campaigns to drive brand awareness and engagement.
Customer Service Coordinator
British Airways
Hyderabad
09.2021 - 03.2022
- Developed processes for collecting feedback from customers about their experience with the company's services and products.
- Assisted in the development of quality assurance standards for customer service operations.
- Monitored documentation procedures to maintain consistent policies and current records.
- Trained employees on best practices and protocols while managing teams to maintain optimal productivity.
- Maintained knowledge of company products and services to promptly resolve complaints and concerns.
Examination Proctor
Examity
Hyderabad
06.2019 - 09.2021
- Monitored test environments to ensure adherence to examination protocols.
- Assisted candidates with check-in procedures and identification verification.
- Enforced testing rules to maintain integrity and fairness during assessments.
- Provided clear instructions to candidates regarding examination processes.
- Addressed candidate inquiries to facilitate a smooth testing experience.
- Reported incidents or irregularities according to company policy guidelines.
- Conducted pre-exam orientation sessions to provide information on exam rules and procedures.
- Maintained records of attendance, proctoring activities, and test results.
- Assisted in setting up physical space for the exams and ensuring all necessary materials were available prior to start of exam.
- Set up video cameras in classrooms as part of an online proctoring system when needed.
- Verified identity documents for authentication purposes before allowing access to the exam room.
- Monitored test taking environment for any suspicious activity or cheating attempts.
Skills
- Positive thinking
- Easily adopt any type of environment
- Performance evaluation
- Operational support
- Communication strategies
- Task delegation
- Workflow management
- Mentoring techniques
- Report writing
- Data analysis
- Expertise in MS Word
- Expertise in MS PowerPoint
- Expertise in MS Excel
- Team building
- Employee training
- Customer relationship management
- Process development
- Quality assurance
- Customer satisfaction
- Staff coordination
- Mentorship
- Compliance monitoring
- Leadership skills
- Performance monitoring
- Strong leadership skills
- Customer relationship building
- Critical and analytical thinking
Timeline
SME International support multi channel-Google Ads
Cognizant
03.2022 - 05.2025
Customer Service Coordinator
British Airways
09.2021 - 03.2022
Examination Proctor
Examity
06.2019 - 09.2021