Swapnali Usakoyal

Operations Associate

Hyderabad, Telangana, India5 yrs 8 mos experience

Highly Stable

Key Highlights

Over 5 years of experience in Machine Learning and Customer Support.
Expert in data annotation and quality improvement processes.
Strong problem-solving and conflict resolution skills.

Stackforce AI infers this person is a Machine Learning and Customer Support professional with strong data management skills.

Contact

Skills

Core Skills

Data AnnotationData Quality ImprovementCustomer ServiceProblem SolvingContent ModerationCommunity Management

Other Skills

Office AdministrationFinanceData ManagementTroubleshootingData EntryCommunicationMicrosoft OfficeSupply Chain OperationsContent AnalysisInventory ManagementTypingData AnalysisFinancial AccountingAdministrationSupply Chain Management

About

Organized, multi tasking Self-motivated person with more than 5 years of work experience in the field of Machine Learning, Annotation, Process Associate, Customer Support, Community Operations, Content Specialist, and Office Administration

Experience

5 yrs 8 mos

Total Experience

2 yrs 10 mos

Average Tenure

Current Experience

Amazon

2 roles

Process Associate

Promoted

Feb 2021 – Jan 2023 · 1 yr 11 mos · Hyderabad, Telangana, India

Annotate and label text, image and video data via computer using various internal software programs.
Provide constructive feedback to our engineers on tooling and processes for more efficient labeling, and to improve data quality.
Locate, label, tag, and categorize various elements in large text datasets.
Maintain ownership of each annotation assignment and respond to any changes in procedure and auditors.
Report and document issues with tools and annotation documents to the development team when necessary
Interact with data science and data engineering teams to improve data quality and the processes for data management and curation.
Data scrubber, web searching and suitable data collection.

Office AdministrationFinanceData AnnotationData Quality Improvement

Virtual Customer Support (VCS) - (North America) - CS Operations – VAR

May 2019 – Feb 2021 · 1 yr 9 mos · Hyderabad, Telangana, India

 Handle Customer queries through Message us, Chat and E-mail support as a medium and ensure world class customer service with every interaction.
 Maintaining a positive, empathetic and professional attitude toward customers at all times
 Use problem solving and analytical skills to resolve customer’s query ensuring a first contact resolution.
 Demonstrate interpersonal skills with a diverse customer base.
 Demonstrate ownership to resolve challenging customer issues, escalating when necessary.
 Ability to determine customer needs and provide appropriate solutions.
 Maintain regular and reliable attendance, including the daily schedule as assigned
 Demonstrate conflict resolution, negotiation, and de-escalation skills.
 Approach problems logically, rationally including decision making, time management and immediate prioritization of tasks as assigned.
 Maintain composure in highly escalated situations

Customer ServiceProblem Solving

Genpact

Content Moderator, Community Operations Facebook India

Apr 2017 – Apr 2019 · 2 yrs · Hyderabad, Telangana, India

 Review user generated comments and posts by maintaining efficiency and timelines.
 Respond to comments when appropriate, in order to foster a positive community and add value to the user’s experience.
 Enforce the Social Media Guidelines as defined by the brand.
 Escalate User Generated Content where appropriate, to internal and client stakeholders
 Address sensitive content issues, including but not limited to graphic images, videos and writings, offensive or derogatory language, and other objectionable material

Content ModerationCommunity Management