At Cognizant, I provide real-time floor support and resolve complex client queries across Display & Video 360 campaigns through voice, chat, and email. I investigate cases, document resolutions, and work to meet internal SLAs.
I guide and mentor team members on product knowledge, process updates, and best practices. I also collaborate with cross-functional teams to escalate critical issues and contribute to process improvements.
At Accenture, I supported Google Ads client accounts, addressing questions about campaign performance, billing, policies, and product features. I investigated discrepancies and maintained detailed case documentation while meeting SLA expectations.
Earlier, I handled Google Ads client operations at WNS Global Services and provided international customer support at Wipro. Across my roles, I have supported 1,500+ customer queries with 98%+ accuracy.
