Looking for a job

Shree Harsha Eppepalli

@shreeharshaeppepalli

Product Support GT at Freshworks, validating Freddy AI features and turning customer feedback into product improvements.

India

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What I'm looking for

I’m interested in building and scaling products, especially work involving system thinking, API integrations, workflow orchestration, and AI-driven automation that connects technical capabilities with practical user needs.

At Freshworks, I worked on Freshservice and Freddy AI, testing AI features such as ticket triaging, response suggestions, and workflow automation. I shared structured feedback with product teams to help improve accuracy, reliability, and usability.

I analyzed customer tickets, feature requests, and usage patterns to identify product gaps and communicate real-world needs to product teams. I also built workflow automations connecting Freshservice with external tools through APIs.

At GetMyCruise (Unremot), I analyzed customer preferences and travel trends to shape cruise recommendations. My data-informed work contributed to a 60% improvement in sales performance metrics.

My Data Science projects include forecasting football outcomes and player performance, building an MLP model for crop export values, and applying NLP to propaganda detection. I also completed internships in cloud computing and machine learning.

Experience

Work history, roles, and key accomplishments

Product Support GT

Freshworks

Aug 2025 - Jul 2026 (11 months)

Managed and resolved approximately 100+ customer tickets per month across diverse ITSM environments, achieving 87%+ resolution within business SLA and maintaining a customer satisfaction (CSAT) score of 95%. Investigated complex technical issues, worked extensively with FreddyAI to test and validate AI-driven features, and acted as a bridge between customers and product teams.

Freshservice

Freddy AI

IT Tools

ITIL Power BI API Integration Workflow Automation

Customer Support

Data Analysis Troubleshooting Dashboard Reporting

Cruise Consultant

GetMyCruise

Nov 2024 - Feb 2025 (3 months)

Analysed customer behaviour, preferences, and travel trends to shape personalised cruise recommendations and inform evolving product offerings. Leveraged data-driven insights to optimise conversion funnels, contributing to a 60% improvement in sales performance metrics.

Data Analysis Customer Behavior Analysis Funnel Optimization Sales

Cross Functional Collaboration

product direction

Go To Market Strategy

Cloud Computing Intern

StarCertification

Feb 2022 - May 2022 (3 months)

Designed, implemented, and managed Azure cloud-based solutions, improving efficiency by 30%. Applied cloud computing principles to solve real-world challenges, enhancing project success rates by 25% and contributing to a 20% cost reduction in cloud-based projects.

Azure Cloud Computing Resource Optimization Cost Management

Machine Learning Intern

Cognibot

Aug 2021 - Dec 2021 (4 months)

Analyzed and mitigated income inequality using machine learning. Built predictive models with random forest and regression algorithms, achieving 88% accuracy, and developed algorithms to provide insights for policymakers and stakeholders.

Machine Learning Random Forest regression predictive modeling Data Analysis

Education

Degrees, certifications, and relevant coursework

ExcelR

Data Analytics Intern/Certification, Data Analytics

2026 -

Undergoing a dedicated upskilling program in association with ExcelR institution, with an emphasis on advancing core Data Analytics proficiencies through intensive, self-directed learning in Excel, SQL, PowerBI, Python, statistical analysis, and data manipulation.

University of Sussex

Master of Science, Data Science

2023 - 2024

Grade: 2:1/Merit

Masters in Data Science with coursework in Data Science Research Methods, Natural Language Processing, Mathematics and Computational Methods for Complex Systems, Machine Learning, Image Processing, Wearable Technologies, and Algorithmic Data Science. The program culminated in a Masters Research Thesis with distinction in dissertation.