Glory Emerald
@gloryemerald
I resolve complex support issues and improve quality, workflows, and customer outcomes across operations teams.
IndiaWhat I'm looking for
At Cognizant, I resolve L2/L3 DocuSign issues across envelopes, templates, authentication, recipient routing, billing, and subscriptions. My troubleshooting improved issue resolution time by 30% while I maintained 95–98% SLA compliance across high-volume support queues.
I investigate recurring errors through root cause analysis, implement corrective actions, and improve documentation and knowledge-base articles. I also partner with technical, billing, and account-management teams to reduce turnaround time and improve customer outcomes.
Previously at GOC Services India, I led quality audits, reporting, calibration sessions, and automated monitoring for customer service operations. I helped achieve 95% client satisfaction, 98% compliance with global standards, and a 40% reduction in customer complaints.
Across Deloitte, ADP, HSBC, and GOC Services India, I’ve improved workflows, trained teams, managed vendor invoices, supported benefits administration, and handled complex customer issues. I bring practical experience in quality management, process improvement, stakeholder collaboration, and operational support.
Experience
Work history, roles, and key accomplishments
Resolved complex L2/L3 technical issues in the DocuSign platform, improving resolution time by 30%. Managed high-volume support queues while maintaining 95-98% SLA compliance and high customer satisfaction.
Quality Assurance Senior Associate
GOC Services India Pvt Ltd
Sep 2022 - Jun 2024 (1 year 9 months)
Led quality assurance initiatives for customer service representatives, achieving 95% client satisfaction and reducing complaints by 40%. Conducted audits and developed management reports to improve team performance.
Customer Service Senior Associate
GOC Services India Pvt Ltd
Jul 2021 - Sep 2022 (1 year 2 months)
Managed complex customer inquiries while maintaining a 97% satisfaction score. Spearheaded process improvement that reduced average handling time by 25% and improved first-contact resolution rate.
Financial Service Desk Analyst
Apr 2019 - Mar 2021 (1 year 11 months)
Managed end-to-end processing of monthly vendor invoices with 99.9% accuracy. Streamlined workflows with automated validation checks, improving efficiency by 25% and reducing processing time.
Administered benefits enrollment for employees across multiple client organizations with 100% accuracy. Managed wellness program implementation and provided technical support for the benefits portal.
Customer Service Executive
Jul 2016 - Jun 2018 (1 year 11 months)
Served as primary point of contact for HSBC Bank UAE customers, handling daily interactions with a 94% satisfaction rate. Managed credit card payments and security processes for high-value accounts.
Education
Degrees, certifications, and relevant coursework
Osmania University
Bachelor of Commerce, Computers
Bachelor of Commerce with a focus on Computers from Osmania University, completed in 2016.
St. Ann's Junior College for Girls
High School
High School education completed at St. Ann's Junior College for Girls in 2013.
Tech stack
Software and tools used professionally
Availability
Location
IndiaAuthorized to work in
Salary expectations
Social media
Skills
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