Sri Haima

I’m a Senior Process Executive with 3.10 years of experience delivering customer support, operations, and data quality for the Google Maps project at Cognizant. I handle both voice and non-voice workflows, supporting international customers and business verification across the US, UK, Canada, and India.

I’m known for accuracy and consistency in data validation—verifying and updating business information (names, addresses, phone numbers, websites, and operating hours) and correcting map data by reviewing photos, websites, and location details. I also perform quality audits against process guidelines, SOPs, and quality standards while meeting accuracy, quality, and productivity targets.

I manage performance through daily SLA and KPI tracking (TAT, AHT, accuracy, and productivity), and I keep work moving by controlling workflow and queue allocation. I’ve supported team operations as a backup to the Team Lead, trained and mentored new joiners, served as an informal SME for complex cases, and continuously suggested process improvements to close gaps and improve efficiency.