Poonam Panchal
Summary
Dedicated professional with five years of experience in customer support and content moderation. Two years of experience with Genpact handling the GoDaddy process (2014-2016), specializing in domain management and technical troubleshooting. Three years of experience with Cognizant working on Facebook content moderation (2016-2020), ensuring policy enforcement and maintaining platform integrity. Adept at problem-solving, customer service, and working in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Senior Process Associate
Cognizant Technologies Solutions (Facebook)
04.2016 - 03.2020
- - Responsible for moderating user-generated content on Facebook, ensuring adherence to company guidelines and policies.
- Reviewed and took action on reported content, including images, videos, text, and links, ensuring compliance with community standards.
- Worked closely with the team to improve content moderation processes and reduce escalations.
- Analyzed patterns in user behavior and flagged potential risks for the company.
- Collaborated with cross-functional teams to ensure quick resolution of sensitive issues while maintaining brand integrity. - Reviewed and evaluated user-generated content to ensure compliance with Facebook's community standards and policies.
- Monitored flagged content for violations such as hate speech, graphic content, and misinformation.
- Collaborated with policy teams to refine content guidelines and improve enforcement strategies.
- Provided detailed reports on content trends and emerging risks.
- Met month-end reporting objectives and deadlines.
- Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer.
- Enhanced overall organizational agility by embracing change management principles and leading by example in process transformation efforts.
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
Process Executive
Genpact (Godaddy )
04.2014 - 03.2016
- Managed inbound and outbound calls, providing exceptional customer service and troubleshooting technical issues for GoDaddy customers.
Effectively assisted clients with domain name registration, hosting issues, and other related services.
- Resolved technical concerns, escalated issues to appropriate teams, and ensured high levels of customer satisfaction.
- Maintained a consistent record of meeting or exceeding performance targets and service level agreements (SLAs). - Assisted customers with domain registration, website hosting, and email setup.
- Troubleshot technical issues related to DNS, SSL certificates, and website configurations.
- Provided guidance on website-building tools and third-party integrations.
- Ensured customer accounts remained secure through verification processes and security compliance.
- Maintained high customer satisfaction ratings by delivering prompt and effective solutions.
Education
Bachelor of Science - Computer And Information Systems Security
Sri Sarada Institute of Science And Technology
Hyderabad04-2011
Skills
- Hosting and Domain Services
- Customer Service Expertise
- DNS and website troubleshooting
- Account management and security compliance
- Content moderation and policy enforcement
- Risk assessment and decision-making
- Strong communication and problem-solving skills
- CRM and ticketing systems
Accomplishments
- Achieved best Reviewer Award by securing 90% and above accuracy and maintaining good efficiency.
- Achieved first position in idea composer in Rewards and Recognition by introducing short-cut way link directly on to SRT. So, that it would be easy for new Joinee's to review and Tag accordingly as per the facebook policies.
Languages
Marathi
Native language
Hindi
Proficient
C2
English
Proficient
C2
Telugu
Proficient
C2
Timeline
Senior Process Associate
Cognizant Technologies Solutions (Facebook)
04.2016 - 03.2020
Process Executive
Genpact (Godaddy )
04.2014 - 03.2016
Bachelor of Science - Computer And Information Systems Security
Sri Sarada Institute of Science And Technology
Similar Profiles
Mark ZuckerbergMark Zuckerberg
CEO at FacebookCEO at Facebook
Huda SabawiHuda Sabawi
Babysitter at facebookBabysitter at facebook
Vasundhara BhatiaVasundhara Bhatia
Technical Solutions Consultant at FacebookTechnical Solutions Consultant at Facebook