Sindhuja Janapatla

• End-to-end customer support on Google Ads accounts for Bronze Segment customers, which includes troubleshooting, optimization, and credit/refund processing.
• Assigned tasks to lower-level personnel based on qualifications and skill set.
• Provided comprehensive customer support via phone, chat, and email, resolving inquiries and complaints efficiently, and exceeding customer satisfaction targets.
• Worked varied hours to meet seasonal and business needs.
• Greeted customers and offered assistance for increased customer satisfaction.
• Utilized customer feedback to improve product offerings.
• Spoke to customers in native language to increase loyalty and establish relationships.
• Approached each problem with fresh mind and analytical strategies to quickly resolve concerns.
• Provided end-to-end customer support for Google Ads accounts (Bronze Segment), adhering to established processes for troubleshooting, optimization, and credit/refund processing.
• Provided international customer support via phone, chat, and email, resolving inquiries and complaints efficiently and exceeding customer satisfaction targets.

Digital Marketing & Research Senior Associate, GOC - July 2024 - Current

• Lead Research & Validation - Lead and contact info is researched for missing fields and verifying existing information.
• MQL Processing - Scrubbing, Routing to BDR's, Leads conversions to contacts.
• Activation Upload - Lead Creation - Leads/Contacts Update - Leads/Contacts taggto a particularing campaign.
• Database pull - Scrubbing bulk data from databases depending upon specific filters.
• Enabling sales team with key information of future prospects through researching & validating each campaign member details.
• Providing critical information thus helping an inquiry to be converted to an MQL which would only then be passed to sales team.

• Worked as account receivable executive and medical claim specialist for US healthcare.
• My role as a customer service executive is to handle customer, insurance representative and attorneys/law firms.
• Providing accurate information and performing day to day role in resolving billing issues and payment methods for customers.
• Performing insurance calls and follow ups on pending payments on claims.
• Working on denials and rejections, following up with claims representative for the payments,dispute resolution.
• Reviewing medical records to determine patient meeting payer criteria.
• Worked on aged receivables and identified improper payments, inappropriate claim denials, billing errors and discrepancies on all returned claims through final resolution.
• Contacted Insurance companies and Third Party payer's regarding errors and discrepancies.
• Reviewing medical records and appropriate documents and sending appeal letters to the payer to the payer for claim processing.
• Submitted appropriate documentation for adjustments & write offs.
• Generated monthly metric reports, interpreted results and developed processes and solutions.
• Collaborated with peers to measure ongoing process performance, enacting changes based on historical data.
• Evaluated ongoing processes for possible enhancements and beneficial changes to best practices.
• Provided timely and accurate support to customers via phone and online channels, adhering to established procedures and exceeding productivity targets.
• Investigated basic issues and escalated more complicated concerns.
• Prepared accurate documents for customer and business needs.
• Collaborated effectively with team members to address complex customer issues, escalating concerns to team leads as needed while ensuring seamless service delivery