Firdous Jahan
Senior Process Executive
Hyderabad
Summary
Hardworking and passionate with strong organizational skills. Experienced leader with strong background in guiding teams, managing complex projects, and achieving strategic objectives. Excels in developing efficient processes, ensuring high standards, and aligning efforts with organizational goals. Known for collaborative approach and commitment to excellence.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
5
5
years of professional experience
4
4
Languages
Work History
E-therapy
Youth Care
10.2024 - Current
- Online counseling, also known as teletherapy or e-therapy, is a form of professional mental health support conducted over the internet via video calls, phone, or chat. It has become a widely accepted, effective, and accessible alternative to traditional in-person therapy, offering similar benefits for conditions like anxiety and depression.
- Increased Accessibility: Breaks geographical barriers, allowing people in remote areas or those with mobility issues to access care.
- Convenience and Flexibility: Allows scheduling sessions around work or family commitments without needing to commute.
- Comfort and Privacy: Clients can engage in therapy from a familiar, private environment, which can reduce anxiety and encourage openness.
Senior Process Associate
Cognizant
12.2022 - 04.2026
- Resolve Critical Issues: Address complex mapping problems, bugs, and user feedback that can't be solved by Tier 1 support, often involving location data, edits, or product features.
- Data Analysis: Investigate data discrepancies, perform root cause analysis (RCA), and use data to find solutions.
- SLA Management: Meet strict deadlines for issue resolution.
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs.
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
- Managed critical projects, successfully meeting deadlines while maintaining high-quality outputs.
- Collaborated with cross-functional teams to improve overall process performance and client satisfaction.
Online English Tutor
Focus Edumatics
12.2020 - 07.2021
- Developed methods to teach independent study skills to help students excel academically.
- Utilized learning management systems to efficiently manage course materials, assignments, and evaluations.
- Assisted non-native English speakers in building vocabulary skills relevant to their professional fields or personal interests.
Education
Master of Arts - Psychology
Ark Degree & PG College
Hyderabad, India 04.2001 -
Bachelor of Arts - Psychology
Koti Wome's College
Hyderabad, India 04.2001 -
Associate of Science - BIPC
Sri Vignan Bharathi Degree College
Hyderabad, India 04.2001 -
Skills
Friendly, positive attitude
Teamwork and collaboration
Computer skills
Customer service
Team management
Problem-solving
Flexible and adaptable
MS office
Timeline
E-therapy
Youth Care
10.2024 - Current
Senior Process Associate
Cognizant
12.2022 - 04.2026
Online English Tutor
Focus Edumatics
12.2020 - 07.2021
Master of Arts - Psychology
Ark Degree & PG College
04.2001 -
Bachelor of Arts - Psychology
Koti Wome's College
04.2001 -
Associate of Science - BIPC
Sri Vignan Bharathi Degree College
04.2001 -