Sunpreet Kaur
Hyderabad
Summary
A passionate and results-oriented professional seeking to leverage business acumen and analytical skills in a challenging role. Committed to contributing to the company's success through dedication, accuracy, and a customer-centric approach.
A Quality Assurance Analyst with over 2 years of experience in the Google support domain, skilled in process improvement and providing exceptional customer service. Eager to leverage experience and qualifications in a progressive organization that fosters professional growth.
Overview
7
7
years of professional experience
2017
2017
years of post-secondary education
2
2
Languages
Work History
Quality Assurance Senior Associate
Google Operation Center
11.2022 - Current
- Conducted independent audits for Google Business Profile customer support across multiple channels (call/chat/email), ensuring 99% accuracy
- Mentored junior QA associates, resulting in a 25% increase in team productivity and audit quality
- Analyzed all support interactions (call/chat/email) for quality and adherence to Google guidelines
- Identified areas for process improvement and implemented changes to enhance efficiency and effectiveness
- Provided feedback and coaching to support continuous improvement within the team
- Ensure that the quality of the production team is with ongoing compliance and Regulatory requirements
- Identify operations Metrics and analyze Holistic scorecards based on AHT|CSAT|Productivity|Shrinkage|Ensure CSAT achievement Through 0 variant Management
Senior Process Executive
Cognizant Technology Solutions Pvt Ltd
08.2018 - 10.2022
- Analyzed business data and verified business pages on Google My Business
- Provided exceptional customer service through phone, chat, and email channels
- Verified business affiliations and existence using third-party resources like BBB and databases
- Explained Google products and services to customers
- Troubleshooted customer issues and escalated complex cases for resolution
- Supported and provided solutions to teammates across departments
- Consistently met deadlines and delivered high-quality work
- Received an Amber and Unicorn Award for Top Performance at Cognizant
- Promoted to Senior Process Executive in recognition of outstanding contributions
Education
B.Tech - CSE
Mallareddy Engineering College of Engineering
MPC - undefined
Narayana Junior College
SSC - undefined
Sujatha High School
Skills
- Time management
- Analytical skills
Accomplishments
- Received an Amber and Unicorn Award for Top Performance at Cognizant.
- Promoted to Senior Process Executive in recognition of outstanding contributions.
- Successfully led the Events Club in BTech engineering college, organizing various college events.
Disclaimer
I hereby declare that the information provided in this CV is true, correct, and complete to the best of my knowledge.
Personal Information
- Date of Birth: 06/04/96
- Gender: Female
Timeline
Quality Assurance Senior Associate
Google Operation Center
11.2022 - Current
Senior Process Executive
Cognizant Technology Solutions Pvt Ltd
08.2018 - 10.2022
MPC - undefined
Narayana Junior College
SSC - undefined
Sujatha High School
B.Tech - CSE
Mallareddy Engineering College of Engineering
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