Summary
Overview
Work History
Education
Skills
Personal Information
Awards
Additionalinformation - Tools
Skills
Timeline
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Swathi Karwa

Hyderabad

Summary

Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

13
13
years of professional experience

Work History

Senior Analyst

Vaco
9 2022 - Current
  • Working as a Analyst for leading hotel booking application Safeguarding community by ensuring users of the application are abiding to the policies and community standards of the application and restricting users to misuse the application
  • We safeguard the users of the application by restricting users and the host to misuse the booking app by finding the defaulters who misuse the app to ensure the safety of users.
  • Provided regular updates to team leadership on quality metrics by communicating consistency problems or production deficiencies.
  • Analyzed quality and performance data to support operational decision-making.
  • Provided detailed reports on quality metrics to senior management, enabling informed decision-making regarding process improvements.

CS Associate

Amazon
08.2020 - 02.2021
  • Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns
  • Answered customer telephone calls promptly to avoid on-hold wait times
  • Processed customer adjustments to maintain financial accounts
  • Recommended products to customers, thoroughly explaining details
  • Provided primary customer support to internal and external customers.

Process associate

Genpact
02.2019 - 02.2020
  • Worked as a Community Operations Analyst where we as a team work for user safety and user experience by referring to community standards for a leading social media company
  • Worked on content from different parts of the world like the USA, South Asia and North America
  • Involved critical review of sensitive single pieces of content (photos/videos ) and complex content (pages) which violate the community standards
  • Monitored and expedited 20 representatives team as an temporary subject matter expert (SME) for a short term project which involves feeding the Artificial Intelligence to recognize and differentiate between sensitive and non-sensitive content which helps in filtering out sensitive content
  • Also contributed insights to avoid policy gaps and make new policies for better safety and user experience
  • Focused and achieved targets within the given deadline with 98% accuracy.

Process associate

Genpact
06.2015 - 12.2016
  • Contacted internal and external customers to obtain documentation to support invoices and claims
  • Posted cash receipts to customer accounts to maintain current and accurate account balances
  • Worked under B2B process, where we used to contact customers through call and take the remittance advices and post the payment
  • Worked on emails from the customers of remittance advices and clear the payments ASAP
  • Worked on allocation of work to team members with the help of MS
  • Excel
  • Worked on searching the contact numbers of the customers to help the team to get the remittance.

GT Analyst

Randstad
10.2012 - 05.2013
  • Checked map layers to promote accuracy, identifying and marking errors and making corrections
  • Worked on mapping process with the help of GPS tracker for international countries
  • Worked on railway mapping with the help of GPS Tracker
  • Updating the maps as per the requirements.

Education

St.Matriculation - SSC from Midas High School

Intermediate - Board Of Intermediate Education

Bachelors of Commerce – St. Josephs Degree & P.G College

Skills

  • User safety
  • Quality assurance
  • Communication skills
  • Process improvement
  • Problem solving
  • Time management

Personal Information

Awards

Recognized with Bronze awards for best team performance.

Recognized with best ratings and rankings among the team with 100% quality and production.

Additionalinformation - Tools

  • SAP
  • SRT
  • Amazon sagemaker

Skills

Timeline

CS Associate

Amazon
08.2020 - 02.2021

Process associate

Genpact
02.2019 - 02.2020

Process associate

Genpact
06.2015 - 12.2016

GT Analyst

Randstad
10.2012 - 05.2013

Senior Analyst

Vaco
9 2022 - Current

St.Matriculation - SSC from Midas High School

Intermediate - Board Of Intermediate Education

Bachelors of Commerce – St. Josephs Degree & P.G College

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Swathi Karwa