I. Process Specialist
Cognizant Technology Solutions
Total years of experience :3 years, 4 Months
I. Process Specialist, Cognizant Technology Solutions, Chennai, India
(January, 2009 -April, 2012)
Project- American Telephone and Telegraph (AT&T - Intra Day Operations)
Accomplishments:-
• Update the client on change management requirements periodically
• Ensure quality deliverables in time through project tracking and monitoring
• Manage and resolve queries, escalations, conflicts and issues between onsite and offshore teams to ensure delivery as committed
• Supporting all Client Reports and Escalations
• Handling of Centre Volume/Processed Report
• Monitoring of SLA for each account
• Staffing and scheduling of the agents on weekly basis
• Planning break patterns for all the process
Project- American Telephone and Telegraph (AT&T - ESOI)
Accomplishments:-
• Handle Client and Customer escalations.
• Ensure installation of Customer's order on Due date.
• Identify conflicts due to existing DSL, Duplication or Address discrepancy.
• Training new joiners and team members to ensure quality assurance.
• Managing the team and client co-ordination in the TL's absence.
2008-2010 Master of Business Administration from Pondicherry University, Loyola College Twinning Programme, Chennai, India
2004-2006 Master of Science from Justice Basheer Ahamed Sayeed College for Women, University of Madras, Chennai, India
- 2001-2004 Bachelor of Science from Justice Basheer Ahamed Sayeed College for Women, University of Madras, Chennai, India