Soujanya Shetty

I’m a strategic, results-driven Account Manager & Operations Specialist with 7+ years of experience in recruitment operations, client relationship management, and process optimization. I’m known for navigating complex escalations, streamlining end-to-end workflows, and delivering data-backed insights to executive leadership.

At Connect Resources (Kinza HR), I serve as the primary SPOC for a high-value portfolio and run Executive Business Reviews to align recruitment strategy with client business objectives. I redesigned intake-to-onboarding workflows to reduce time-to-hire, maintain a 95%+ match rate, and drive upselling through specialized staffing and project management services.

Previously at Cognizant Technology Solutions, I led a team of 6 Escalation Specialists, ensuring 100% adherence to SLA timelines. I acted as the final owner for high-impact mortgage servicing escalations, partnered on Root Cause Analysis (RCA) for recurring operational gaps, and supported banking clients with strategic resolution summaries and preventative action plans.

Earlier, as a Senior Process Associate / Accounts Executive, I managed end-to-end vehicle loan operations—balancing accuracy, dispute resolution, and cross-department coordination to maintain compliance. I bring a client-first mindset, strong governance, and continuous improvement to every engagement.