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sreesai zonnawada

product support representative

Hyderabad

8+ years of work experience

Cognizant
Nov 20258 mosPresent

On-site

•Strategically log and classify high-priority inquiries across email, chat, and phone channels within the Google Ads internal database, ensuring 100% accuracy in data categorization for billing and technica •Provide expert-level ical support for complex Google Ads account queries, focusing on resolving issues related to conversion tracking, API data ciscreper and account-level technical configurations. •Oversee the and resolution process for advertisers regarding sensitive data applications, payment profile transitions [Individual vs. •Organization, and monthly invoicing eligibility •Diligently track the progress of ongoing billing investigations (e.g, missing wire transfers or TDS credit applications), providing proactive status updates to advertisers to maintain transparency and high CSAT scores. •Strictly achere to Google Ads global billing policies to resolve routine issues -such as payment declines or invoice clarificatiors- prioritizing First-Cell Resolution to minimize account time for advertisers. •Payment Profile Management, Monthly Invoicing (Terms, Credit Limit Adjustments •Consistently meintained a 96%+ First-Call Resolution (FCR) rate by effectively navigating Google Ads policy frameworks to resolve advertiser billing hurdles.
Cognizant
Nov 20258 mosPresent

Hyderabad, Telangana, India

Thomson Reuters
Jun 20233 yrs 1 moPresent

Hybrid

Thomson Reuters
Oct 20232 yrs 1 moOct 2025

•Log and classify all calls and requests for assistance in the call tracking database. •Respond to customers' inquiries relating to technical issues with software, online or electronic products May respond to inquiries regarding a specific or more complex product (based on complex technologias or multiple products) or customer based on customer revenue tried to customer) •Triaged complex ing uiries, prioritizing urgent cases and escalating high-priority issues to senior leadership for rapid resolution. •Manage the resolution process for relating to data and applications. •Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution. •Follow the appropriate company policies and procedures to respond to routine customer issues, resolving as many querias as possible first call.
Wipro Limited
May 20221 yr 3 mosJul 2023

Hyderabad, Telangana, India

Wipro
May 20221 yr 2 mosJun 2023

•Executed complex risk analysis and investigated unauthorized access attempts on clent platforms to safeguard both wand existing custo mer •Strengthened account security by identifying fraudulent patterns and processing high-risk work types with precision and urgency. •Chempioned continuous process improvement by partnering with leadership to design and implement corrective action plans. •Served as a Subject Matter Expert (SME), maintaining revolving workflows to provide technical guidance and strategic recommendations to peers. •Optimized throughput by dynamically prioritizing high-urgency tasks and providing ctional support to ensure all deadlines were exceeded.
Accenture
Aug 20183 yrs 9 mosApr 2022

Hyderabad, Telangana, India

•Surfaced actionable insights for decision-makers and collaborated on rapid-response strategies to resolve complex issues. •Drove employee retention initiatives in collaboration with Team Leads and SAP stakeholders. •Acted as a key laison between clients and interral teams, ensuring project milestone met with high satisfaction. •Streamlined administrative operations, including shift scheduling, attendance tracking, and real-time performence auditing •Accelerated the onboarding curve for hires, providing hands-on support during the critical transition to the production floor. •Championed continuous improvement, leveraging problem-solving workshops to foster a culture of high-performance teamwork. •Maintained 24/​7 operational readiness, providing ful flexibility for night, weekend, holiday shifts.
Accenture
Aug 20183 yrs 6 mosJan 2022

Hyderabad, Telangana, India

Education

JNTUH College of Engineering Sultanpur

Bachelor of Technology, Electrical and Electronics Engineering

JNTUH College of Engineering Sultanpur

20134 yrs2017
JNTUH College of Engineering Sultanpur

JNTUH College of Engineering Sultanpur

20143 yrs2017

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Headline

product support representative

Location

Hyderabad

Work experience

Senior Process Executive at Cognizant, Nov 2025 - Present · 8 mos, On-site, •Strategically log and classify high-priority inquiries across email, chat, and phone channels within the Google Ads internal database, ensuring 100% accuracy in data categorization for billing and technica •Provide expert-level ical support for complex Google Ads account queries, focusing on resolving issues related to conversion tracking, API data ciscreper and account-level technical configurations. •Oversee the and resolution process for advertisers regarding sensitive data applications, payment profile transitions [Individual vs. •Organization, and monthly invoicing eligibility •Diligently track the progress of ongoing billing investigations (e.g, missing wire transfers or TDS credit applications), providing proactive status updates to advertisers to maintain transparency and high CSAT scores. •Strictly achere to Google Ads global billing policies to resolve routine issues -such as payment declines or invoice clarificatiors- prioritizing First-Cell Resolution to minimize account time for advertisers. •Payment Profile Management, Monthly Invoicing (Terms, Credit Limit Adjustments •Consistently meintained a 96%+ First-Call Resolution (FCR) rate by effectively navigating Google Ads policy frameworks to resolve advertiser billing hurdles.

Senior Process Executive at Cognizant, Nov 2025 - Present · 8 mos, Hyderabad, Telangana, India

Associate at Thomson Reuters, Jun 2023 - Present · 3 yrs 1 mo, Hybrid

Product Support Representative at Thomson Reuters, Oct 2023 - Oct 2025 · 2 yrs 1 mo, •Log and classify all calls and requests for assistance in the call tracking database. •Respond to customers' inquiries relating to technical issues with software, online or electronic products May respond to inquiries regarding a specific or more complex product (based on complex technologias or multiple products) or customer based on customer revenue tried to customer) •Triaged complex ing uiries, prioritizing urgent cases and escalating high-priority issues to senior leadership for rapid resolution. •Manage the resolution process for relating to data and applications. •Track inquiry resolution progress and where appropriate proactively call customers with a status update or resolution. •Follow the appropriate company policies and procedures to respond to routine customer issues, resolving as many querias as possible first call.

Representative at Wipro Limited, May 2022 - Jul 2023 · 1 yr 3 mos, Hyderabad, Telangana, India

Senior Process Associate at Wipro, May 2022 - Jun 2023 · 1 yr 2 mos, •Executed complex risk analysis and investigated unauthorized access attempts on clent platforms to safeguard both wand existing custo mer •Strengthened account security by identifying fraudulent patterns and processing high-risk work types with precision and urgency. •Chempioned continuous process improvement by partnering with leadership to design and implement corrective action plans. •Served as a Subject Matter Expert (SME), maintaining revolving workflows to provide technical guidance and strategic recommendations to peers. •Optimized throughput by dynamically prioritizing high-urgency tasks and providing ctional support to ensure all deadlines were exceeded.

Process Associate at Accenture, Aug 2018 - Apr 2022 · 3 yrs 9 mos, Hyderabad, Telangana, India, •Surfaced actionable insights for decision-makers and collaborated on rapid-response strategies to resolve complex issues. •Drove employee retention initiatives in collaboration with Team Leads and SAP stakeholders. •Acted as a key laison between clients and interral teams, ensuring project milestone met with high satisfaction. •Streamlined administrative operations, including shift scheduling, attendance tracking, and real-time performence auditing •Accelerated the onboarding curve for hires, providing hands-on support during the critical transition to the production floor. •Championed continuous improvement, leveraging problem-solving workshops to foster a culture of high-performance teamwork. •Maintained 24/​7 operational readiness, providing ful flexibility for night, weekend, holiday shifts.

Associate at Accenture, Aug 2018 - Jan 2022 · 3 yrs 6 mos, Hyderabad, Telangana, India

Education

Bachelor of Technology, Electrical and Electronics Engineering, JNTUH College of Engineering Sultanpur

JNTUH College of Engineering Sultanpur