Yamjala Chandana
Hyderabad
Summary
Seeking the role of video content moderator where I would be given an opportunity to utilize my skills,sense of responsibility and efficiency to help the organization and myself grow.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Process Associate
Genpact
11.2021 - 05.2023
- Assisting customers on Play Store application issues via chat and email support
- Handling customer inquiries about products, promotions, store hours, and locations.
- Assisting the users through various channels, such as email, chat, and phone, to help with account setup, navigation, and use of the Google Play Store.
- Guide users in finding and downloading apps, games, movies, books, and other content on the Play Store.
- Assist with resolving problems related to failed downloads, installation errors, and device compatibility issues.
Escalate complex technical issues to higher-level support teams or developers, when necessary. - Address billing-related inquiries, including explaining charges, processing refunds, and managing payment methods.
- Guide users on managing subscriptions, canceling recurring payments, and understanding billing cycles.
- I also worked as an acting IDP Quality analyst and SME for the project, collecting information and auditing cases regarding the product by following the set protocols.
Trust and Safety Associate
M/s Concentrix Daksh Services India Private Limited
- I worked as a content moderator for a YouTube project
- I have worked for the MRI Process (minor risky interaction)
- In MRI, we give inputs to the classifier based on certain high-risk parameters, and the AI will restrict the interaction between the predators and the minor by disabling or enabling the comments for the YouTube videos based on the inputs we have given to make sure YouTube is safe for minors
- Review content that has been flagged by users or system escalated
- Understand and remain current with community guidelines and review content in accordance with defined policies and procedures
- Having hands-on experience on ‘Yurt’ which is a background tool to check the content and its guidelines
- Investigate and resolve more complex issues regarding content within agreed-upon turnaround times and standards of quality
- During my 18-month tenure in this organization/process, I worked as an 'IDP- Quality Analyst' for the MRI Process for a period of 6 months
- I'm very well versed in Google Sheets & MS Excel, as I have worked as an IDP-Quality analyst where I needed to handle a huge amount of quality related data.
- I'm very well versed in Google Slides and Presentations, as I have prepared hundreds of RCA,WBR, and MBR decks on a weekly and monthly basis to present to the client.
- Regularly update admins on any changes to guidelines
- Keep training materials up-to-date based on changes in guidelines or policies
- Ensure that content moderation practices comply with relevant compliance requirements and regulation
- During these 6 months of IDP tenurity, apart from working on the live Queue I have handled the quality coverage of my team
- I have single-handedly handled RCAs, client calls, calibrations with the team & support staff like SMEs and managers.
IT Service Associate
Accenture
Hyderabad
- I worked as a Customer service associate for a Google Fi Project where I helped users with various issues related to Google Fi services, such as billing inquiries, account management, service activation, device compatibility, and network troubleshooting
- Offering support through multiple channels, including phone, chat, and email, to address customer concerns and provide timely solutions
- Explaining Google Fi features, plans, and benefits to customers to help them make informed decisions about their mobile service needs
- Troubleshoot and resolved customer problems on connectivity and network connection
- Resolved discrepancies found on customer orders and facilitated communication between departments for resolution
- Achieved high levels of customer retention by consistently delivering outstanding support experiences
- Reduced escalations by effectively addressing concerns at the first point of contact whenever possible
- Adhered to company policies, procedures and system documentation requirements
- Championed best practices within the support team, fostering a culture of continuous learning and growth
- Maintained detailed records of customer interactions, identifying trends to inform continuous improvement efforts
- Enhanced customer satisfaction by resolving issues promptly and professionally
- Mentored new team members, ensuring smooth onboarding and integration into the department.
Education
B. Tech (CSE) -
MVSR engineering College
01.2018
Intermediate (MPC) -
Sri Chaitanya College
01.2014
S.S.C -
Bhashyam High School
01.2012
Skills
- Google Sheets
- MS Excel
- Google Slides
- Presentations
- RCA
- WBR
- MBR
- 7 Quality tools
- Pareto chart
- Fishbone diagram
- Control chart
- Microsoft Office
- Cloud computing
- AWS
- Power bi
- Tableau
Accomplishments
- Achieving consistently high Customer Satisfaction (CSAT) scores, demonstrating exceptional customer service skills and a strong ability to resolve customer issues effectively.
- Won 'Star award', for being the best employee in quarter 2.
- Appreciated as 'Employee of the month' consistently for 10 months.
- Consistently maintained client's quality target in 'Youtube Project'.
Personal Information
Date of Birth: 05/15/96
Languages
- English
- Telugu
- Hindi
Disclaimer
I Hereby declare that all the above information is true to my knowledge.
Certification
- [Introduction to Microsoft Sheets], [Accenture* Percipio]
- Introduction to Power Bi], [Microsoft] [Accenture*Percipio]
- [Introduction to Ms Excel] [Accenture*Percipio]
- Creating well constructed sentences], [Accenture*Percipio]
- Improving in technical writing skills , [Accenture*Percipio]
Timeline
Process Associate
Genpact
11.2021 - 05.2023
Trust and Safety Associate
M/s Concentrix Daksh Services India Private Limited
IT Service Associate
Accenture
B. Tech (CSE) -
MVSR engineering College
Intermediate (MPC) -
Sri Chaitanya College
S.S.C -
Bhashyam High School
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