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Anjali Kakumanu

@anjalikakumanu

Customer support professional at Cognizant who handled high-priority voice, chat, and email queues and supported escalations.

India

Message

At Cognizant, I handled high-priority chat, call, and email support queues for Project: Zelus, including advanced user escalations and technical troubleshooting.

I provided real-time floor support, mentored junior process executives, and tracked daily KPIs such as AHT and CSAT.

At Examity Inc, I supported users across chat, calls, and email, helping them with platform setup, system errors, and security guidelines.

I monitored live testing environments and reported platform disruptions to the technical team. My work at Examity Inc was recognized with two Proctor of the Month awards and a Best Start Award.

Experience

Work history, roles, and key accomplishments

Senior Process Executive - Voice

Cognizant

Mar 2025 - May 2026 (1 year 2 months)

Managed chat, call, and email support for high-priority queues, led client escalations, and mentored junior process executives. Utilized Google Workspace and internal tools for technical troubleshooting and collaborated with cross-functional teams to improve incident and application management.

Live Chat Call Support Email Support Client Communication Escalation Handling Technical Troubleshooting Google Workspace Reporting Team Coordination Incident Management Application Management KPI Tracking AHT CSAT

Proctor

Examity Inc

Jan 2023 - Dec 2024 (1 year 11 months)

Managed high-volume inbound user inquiries via omnichannel platforms, provided rapid technical troubleshooting, and explained complex security guidelines. Monitored live testing environments and reported platform disruptions, while coordinating workflow transitions during the corporate acquisition by Meazure Learning.