VINIL M T
Ernakulam
Summary
Dynamic Process Specialist with expertise in data interpretation and conflict management, cultivated at Cognizant Technology Solutions. Notable achievements include driving significant enhancements in customer satisfaction through effective complaint resolution and streamlined processes. Proficient in manual testing, SQL, and Microsoft Office, contributing to operational efficiency and service excellence. Committed to leveraging analytical skills to optimize processes within a forward-thinking organization. Computer-savvy, and willing to learn to handle diverse office needs. Excels under pressure, and flexes easily with changing demands.
Overview
14
14
years of professional experience
1
1
Certification
Work History
Process Specialist – Subject Matter Expert
Cognizant Technology Solutions
09.2016 - Current
- Strive to understand and resolve issues/queries at the first instant
- Articulate in a manner which is understood by end–user and provide highest level of satisfaction to the customer
- Provide updates and submit reports related to own area of work
- Take ownership of delivery including any customer communication and handle queries / clarifications from the customer
- Raise process related issues / concerns on time with the leads
- Record data relating to production statistics, end-user related notes, etc
- As appropriate
- Implement small process improvement projects
- Resolve process related queries and expedite on data requests
- Process customer calls consistent with program specified strategies and customer satisfaction measurements to include but not limited to proper answering procedure
- Make and Answer calls to and from customers/end users based on agreed time frames
- Serve as first level contact for customer complaint resolution
- Ensure the services are delivered within the SLA
- Created and maintained mail distribution lists and organizational chart
- Prepared Daily, Weekly, Fortnightly, Monthly, Quarterly & Yearly Reports
- Train new joiners
Admin Executive (Transport)
Xerox Business Services India PVT LTD
05.2015 - 09.2016
- Transport Management- Arranging Transport for associates working in different shift timings
- Hospitality- Arranging transport and accommodation for clients and VIP meets
- Arranging Ad-hoc, Late night and Medical Cabs
- Data analysis and making proposals for cost effective running of business
- Coordinated management calendar scheduling and managed driver schedules
- Maintained high level of contact with all vendors
- Managed high volume of incoming calls
- (under contract by Data Link Consultancy)
Specialist Logistics
Sutherland Global Services PVT LTD
06.2012 - 04.2015
- Serve as first level contact for customer complaint/queries related to transport
- Oversaw scheduling transportation for the day-to-day activities of 1k+ employees
- Managed high volume of incoming calls
- Prepared Daily, Weekly & Yearly Reports
- Provide updates and submit reports related to own area of work
Supervisor
REKHA ELECTRO TECH
06.2011 - 06.2012
- Served as the site supervisor
Education
Bachelor of Science - Physics
Sacred Heart College
Thevara, Kochi03-2010
HSE -
Hidayathul Islam Higher Secondary School
Kerala, India03.2007
S.S.L.C -
Lobelia Higher secondary School
Kerala, India03.2005
Skills
- Windows
- MAC
- Android
- IOS
- Generative AI
- ChatGPT
- Avaya Softphone
- Understanding of Manual Testing
- Test case creation
- Test execution
- SDLC
- STLC
- Smoke test
- System test
- Regression Testing
- User Interface Compatibility Testing
- JIRA
- SQL
- Open AI
- ChatGPT 4
- ChatGPT 35
- Avaya 206
- One-X Agent
- Microsoft Office
- Collaborative Skills
- Conflict management
- Adaptability
- Data Interpretation
- Communication skills
- Resilient Performance
- Prioritization and Scheduling
- Efficient Knowledge Acquirer
- Team management skills
Accomplishments
- Qualified National Shuttle Badminton Umpire (Grade II)
- Officiated Indian Open (International Championship)
- M.G University Winner 2008-09 (Shuttle Badminton)
- Multiple time District Badminton Championship Winner
- Multiple time District Badminton Championship 1st runner up
- Won multiple Prize Money Tournaments
- Recognized Badminton coach
- Semi-finalist in M.G University Ball Badminton Championship
- Multiple time Corporate Badminton champion (National & State level)
Certification
- ASP. Net (NIIT certified)
- ChatGPT
- Generative AI
Languages
Malayalam
First Language
English
Proficient (C2)
C2
Hindi
Upper Intermediate (B2)
B2
Tamil
Upper Intermediate (B2)
B2
Disclaimer
I do hereby declare that the information provided above is true to the best of my knowledge
Timeline
Process Specialist – Subject Matter Expert
Cognizant Technology Solutions
09.2016 - Current
Admin Executive (Transport)
Xerox Business Services India PVT LTD
05.2015 - 09.2016
Specialist Logistics
Sutherland Global Services PVT LTD
06.2012 - 04.2015
Supervisor
REKHA ELECTRO TECH
06.2011 - 06.2012
Bachelor of Science - Physics
Sacred Heart College
HSE -
Hidayathul Islam Higher Secondary School
S.S.L.C -
Lobelia Higher secondary School
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