Customer Service Digital Marketing

Jinsha M J

**-***/*, ***** *****, Officers colony, R K Puram

Secunderabad, Telangana, 500056

(741) 657 – 6575

***********@*****.***

CAREER OBJECTIVE

A result oriented professional with more than 4 years of experience and a proven track record of delivering results, and implementing change in highly demanding multi-cultural environments. Recognized as a team player, able to generate new ideas, analyze and resolve challenges and committed towards organizational goals. Aiming to leverage my skills to successfully fill the SME/Team Lead role in your company.

PROFESSIONAL EXPERIENCE

Accenture Hyderabad, Telangana

Business Operations Associate Feb 1 2019 – Present

(Social & Forums) GOOGLE (client)

Business Operations - PMO Practitioner Support the service delivery or product team(s) in managing resources, projects and budgets to meet the goals of the business and clients. When required, develop and execute demand management processes, provide training and education on standard project management requirements and methods, facilitate project governance and reporting, and create models to improve business decisions.

Completes work papers and reports by documenting assessment activities and findings.

Communicates results with senior management.

Training and developing agents.

Develops and maintains effective, predictable and measurable procedures for team.

Participate in product and technology discussions. (Google Maps)

Provides regular coaching and feedback to direct reports to help grow individual functional skills and leadership capability.

Understands and communicates vision for team members.

Coordinate with WFM for process related MIS and dashboards for

reviews with management

Cognizant Hyderabad, Telangana

Process Executive Jun 28 2017 – Dec 3 2018

(Facebook process)

Classification of Facebook contents. Assess and resolve non-standard and standard issues or problems. Seek advice and escalate issues when faced with tasks/problems outside the scope of the work.

Back up QA - Perform quality inspections, document findings using required audit process/procedures.

Ensure quality standards are met by creating error trend analysis and scorecards and proposing immediate action plans.

Act as point of contact for procedure/product updates.

Intelenet Hyderabad, Telangana

Customer Service Associate- Voice Sep 28 2015 – Jan 16 2017

(IRDA Process)

Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries. Liaise with other support teams, or product teams as required to resolve requests/issues in a timely manner. Ensure proper documentation, notification, escalation, tracking and follow up of all incidents. Primary responsibilities are focused on customer contact, not transaction processing.

EDUCATION

St. John's PG College (Expected graduation – AUG 2021) Hyderabad, Telangana

M.B.A - Human Resources Management (OU)

St. Peters Engineering College (2011-2016) Hyderabad, Telangana

B Tech – EEE (JNTUH)

Bhavans Sri Aurobindo Junior College (2010-2011) Hyderabad, Telangana

12th – MPC (Board of Intermediate Education)

Kendriya Vidyalaya Trimulgherry (2007-2008) Hyderabad, Telangana

10th – CBSE

ACHIEVEMENTS

GAME CHANGER AWARD (Cognizant – Q4 2017)

SPOT LIGHT AWARD (Cognizant – Apr, Sep, Oct, Nov 2017)

UNICORN AWARD (Cognizant – Jan 2018)

TOP PERFORMER (R & R) ( Accenture – Sep, Dec 2019, Jan, Feb, March 2020)

ADDITIONAL SKILLS

Advance Diploma in Computer Application

Diploma in Advance Excel

Business Operations Management

Client Relationship Management

Client reporting

Operational Excellence

Work Planning and Management

Customer Service Management

Digital Marketing

ecommerce Operations

Operations Management

Customer Interaction Handling

Problem Solving

Customer Service Technology Support (Technical)

Continuous process improvements

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