Kranthi Kumar
Tech Process Specialist
Hyderabad
Summary
Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
8
8
years of professional experience
7
7
years of post-secondary education
Work History
Tech Process Specialist
Google Operations Center
9 2020 - Current
- As Technical Administrator, maintain support infrastructure through expertise and consultation. This includes configuring and administering content, rules, and agile configurations in Google CRM tools. Also handle other configurations like taxonomy, consult forms, and response automation.
- Managed multiple projects simultaneously with teams more than 3 members under tight deadlines, while maintaining strong focus on quality outcomes.
- Served as subject matter expert for process-related inquiries, providing guidance to colleagues spanning cross-ties when needed.
- Designed and executed training programs for new hires, fostering culture of continuous learning among employees.
- Conducted regular audits of processes, identifying areas for improvement, and recommending corrective actions.
- Led root cause analysis efforts on process failures, preventing future occurrences through implementation of corrective actions.
Senior Associate
HCL BSERV
8 2019 - 9 2020
- Worked on Google CRM platforms to handle and resolve issues flagged by stakeholders
- Engaged with frontline agents, second-level teams, and product experts to understand technical issue behind escalations.
- Performed ad-hoc analyses as required, and maintained documentation and checklists.
- Received appreciations from stakeholders for delivering projects on time and for resolving issues with great efficiency
- Received manager's appreciation for showcasing quick growth in terms of learning and managing process.
Senior Technical Support Associate
Tech Mahindra
06.2018 - 02.2019
- Provided technical troubleshooting assistance to Verizon Fios consumers across USA for WAN/LAN issues, Digital Telephone Service, and Digital Cable (TV) over telephone.
- Worked across internal departments to provide enhanced customer support for recurring problems.
- Analyzed customer's requirements and directed them towards right product.
- Improved customer satisfaction by providing timely and accurate technical support.
Customer Service Executive
HSBC Data Processing India Pvt ltd
12.2016 - 06.2018
- Expertise in Online banking LOB of HSBC (Hong Kong region).
- Worked for multiple processes like OPAO, CCNA.
- Hands-on experience on Due Diligence tools, World Check, RDC.
- Performed quality checks for HASE BIB and screening.
- Acted as POC in absence of Team Lead.
- Conducted refreshers and shadow sessions to improve process knowledge.
Education
Bachelor of Technology - Information Technology
Raghu Engineering College (JNTU KAKINADA)
Vizianagaram, India 10.2012 - 05.2016
Intermediate (M.P.C) -
Narayana Junior College
Visakhapatnam, India 06.2010 - 05.2012
SSC -
Bala Bhanu Vidyalayam
Visakhapatnam, India 05.2009 - 05.2010
Skills
Project Management
Stakeholder Management
Problem-Solving
Training
Quality Auditing
HTML
CSS
JSON
Cross-Functional Collaboration
Task Prioritization
Strategic Planning
Root Cause Analysis
Project scope analysis
Awards
- The Star Award (Issued by Google Operation Center)
- Touchstone Individual Contributor[Twice] (Issued by Google Operation Center)
- Enabling Support Op's (Issued by Google Operation Center)
- Star Performer of the Month (Issued by Tech Mahindra)
Accomplishments
- Achieved first place in a college fest presentation
- Trained and onboarded 22 cross-site new joiners and acted as Pod lead in GOC
- Received numerous CSATs for excellent customer service in TechMahindra
- Handed with SME and Internal Quality checker responsibilities within six months from joining team in HSBC
Languages
English
Telugu
Hindi
Timeline
Senior Technical Support Associate
Tech Mahindra
06.2018 - 02.2019
Customer Service Executive
HSBC Data Processing India Pvt ltd
12.2016 - 06.2018
Bachelor of Technology - Information Technology
Raghu Engineering College (JNTU KAKINADA)
10.2012 - 05.2016
Intermediate (M.P.C) -
Narayana Junior College
06.2010 - 05.2012
SSC -
Bala Bhanu Vidyalayam
05.2009 - 05.2010
Tech Process Specialist
Google Operations Center
9 2020 - Current
Senior Associate
HCL BSERV
8 2019 - 9 2020
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