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Mayank Arya Resume

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surapally ramakrishna
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27 views2 pages

Mayank Arya Resume

Uploaded by

surapally ramakrishna
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as PDF, TXT or read online on Scribd
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MAYANK ARYA

9158596186 ⋄ Hyderabad, TS
Email ⋄ ⋄

OBJECTIVE
Dedicated professional with 2 years of experience in process management within a BPO environment. Seeking a
Process Executive role at Cognizant to apply my skills in optimizing workflows and improving efficiency. Committed
to delivering exceptional results and contributing to the team’s success through strong analytical and problem-solving
abilities.

EXPERIENCE
PROCESS EXECUTIVE Aug 2022 - present
COGNIZANT TECHNOLOGY SOLUTIONS Hyderabad, TS
• utilized the Blue Ginger tool proficiently to conduct thorough outcome reviews and detailed call analysis, driving
insights and improvements in client interactions..
• Demonstrated expertise in evaluating Google AI during client engagements, effectively identifying AI behaviors
and delegating cases for refinement and enhancement by the programming team
• Actively contributed to the development and implementation of innovative strategies to streamline processes
and enhance operational efficiency within the Duplex project for Google. a key role in training chatbots for
improved conversational capabilities, enhancing the efficiency and effectiveness of the chat process.
• Contributed to the automation of chat processes, leveraging innovative technologies to streamline workflows and
improve overall productivity
• Conducted root cause analysis using Google Sheets to identify and resolve process inefficiencies, improving overall
workflow accuracy.
• Performed real-time analysis (RTA) to monitor and manage process performance, ensuring adherence to service
level agreements (SLAs).
• Developed and modeled bots for the USA Hummingbird project, enhancing automation and efficiency in business
processes

SKILLS
• Project Management Professional (PMP)
• Customer Service Excellence: Ability to effectively address customer needs, resolve issues, and maintain high
levels of customer satisfaction through clear communication and empathy..
• Process Optimization: Skills in analyzing and improving workflows to enhance efficiency and productivity, en-
suring that processes meet quality standards and deliver desired outcomes
• Technical Proficiency: Familiarity with various software and tools commonly used in BPO settings, such as CRM
systems, ERP systems, and data management platforms, including Google Sheets or Excel for reporting and
analysis
• Data Analysis: Proficiency in using tools and techniques to analyze performance metrics, identify trends, and
make data-driven decisions to improve operations and service delivery.
• Time Management: Strong organizational skills to prioritize tasks effectively, manage multiple responsibilities
simultaneously, and meet deadlines while maintaining accuracy and attention to detail..

EDUCATION
Bachelor in Business Administration, Gondwana University 2019 - 2021

ACHIEVEMENTS
• Recognized for maintaining exceptional quality standards, awarded by RNR for consistently delivering high
quality work
• Received RNR recognition unicorn for outstanding production performance
• Received special client appreciation for providing valuable inputs that significantly eased the chat process

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