Sri Haima
@srihaima
Senior Process Executive specializing in SLA-driven customer support, data verification, and quality assurance for Google Maps operations.
What I'm looking for
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.
Experience
Work history, roles, and key accomplishments
Senior Process Executive
Handled voice and non-voice business verification for Google Maps across US, UK, Canada, and India, resolving incorrect, duplicate, or missing entries within SLA. Monitored TAT, AHT, accuracy, and productivity, performed quality audits, and trained new joiners to maintain consistent data quality and performance targets.
Education
Degrees, certifications, and relevant coursework
Pallavi College of Engineering
Bachelor of Technology, Engineering
Earned a B.Tech from Pallavi College of Engineering in Hyderabad, graduating in 2020.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
Skills
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