Summary
Overview
Work History
Education
Skills
Websites
Certification
Projects
Personal Details
References
Timeline
Generic

Sowmya Priyadarshini Undinty

Hyderabad

Summary

Professional MBA Graduate from University of Wales Institute Cardiff, United Kingdom. Leveraging the Expertise Experience into Customer Service, Customer Quality, Sales & Billing Management, Digital Marketing, Acquired Problem Solving Skills, Technical Skills like Troubleshooting Google Products, Google Apps, Google Workspace Admin and Email. Resolving customer queries and concerns, eventually focusing on customer resolution to drive customer success and customer satisfaction. Proactive and versatile professional with a dedication to quickly adapting to new challenges. Strong problem-solving abilities and a proven track record of fostering strong relationships with clients and team members. Focused on supporting team success and achieving positive results.

Overview

13
13
years of professional experience
1
1
Certification

Work History

SPE - Technical Support (Google Workspace )

Cognizant Company
Hyderabad
09.2023 - 02.2025
  • As a senior associate in Technical Support specialist, I assisted customers to activate Google Workspace accounts, DNS Configuration, activate Gmail setup and domain verification.
  • I have used various tools such as admin tool box to validate and ensure proper DNS record are added correctly, especially TXT, MX, SPF records which are very important to run the website and the emails.
  • Promoted high customer satisfaction by resolving customer queries. I handled calls, chat and email support to resolve the issues.
  • Always probe the customers correctly mainly to identify the root cause of the issue and provide the right resolution to the customers.
  • Collaborated closely with team members to achieve project objectives and meet deadlines.
  • Complete day-to-day duties accurately and efficiently.
  • Exceeded customer satisfaction by finding creative solutions to problems.
  • Google Admin plays a key role in enhancing productivity and collaboration by efficiently managing this powerful cloud-based suite.
  • My responsibilities included understanding, troubleshooting and resolving customers’ technical issues related to Google Workspace admin and email dashboard, and various application features in it.
  • Provided the information user accounts, enforced security protocols like two step verification, configured applications, and provided guidance on Google subscription plans, billing, admin console dashboard usage, and its settings.
  • I also provided step-by-step assistance to customers facing email issues such as sending/receiving errors and bounce-backs.
  • Support extended to configuring routing rules, setting up email aliases, profile pictures, company logos, signatures, and vacation responders.
  • Additionally, I guided customers through DNS configuration on third-party applications like Outlook, Apple Mail, and Thunderbird, Provided set of technical steps to resolve the issue.

Senior Associate Technical Support

Tech Mahindra
Hyderabad
09.2018 - 03.2019
  • As a Technical Support Specialist, I was responsible for diagnosing and resolving a variety of technical issues while providing clear, step-by-step guidance to customers.
  • I ensured a supportive experience by offering assurance and empathy during troubleshooting interactions.
  • I communicated directly with clients to identify and address technical problems, maintained detailed logs of reported issues, resolutions, and customer feedback, and ensured high levels of customer satisfaction.
  • I also informed customers about updated Verizon products, such as routers, and managed appointment bookings for engineer visits related to installations.
  • Helping with installations, configuration of new router set up.
  • I also helped customers connect to wireless internet by providing network details such as names and passwords.
  • In addition, also assisted customers with billing inquiries and guided them through the payment process after purchasing new routers.
  • Handled incoming calls, and resolved customer inquiries in a timely manner.

Process Associate – Email Support

Amazon
Hyderabad
10.2017 - 03.2018
  • As an Amazon SDS Associate, my primary goal was to ensure successful deliveries by supporting customers, drivers, shippers, and Delivery Service Partners.
  • I served as the first point of contact via chat and email, addressing inquiries promptly and effectively.
  • Utilizing a range of internal tools, I navigated and assessed real-time information to resolve issues, facilitate smooth communication among all delivery stakeholders, and maintain a high standard of customer service.
  • I provided timely solutions by researching internal systems, making swift decisions, and ensuring clear, efficient communication.
  • Additionally, I was responsible for gathering insights to proactively identify and prevent potential issues that could impact the customer experience or delivery performance.
  • SDS Associate. Website not provided.
  • Resolved customer service inquiries within established time frames while maintaining a high level of quality assurance.
  • Identified potential risks associated with processes and recommended corrective actions.
  • Identified areas for improvement, narrowing focus for decision-makers in making necessary changes.
  • Set specific goals for projects to measure progress and evaluate end results.

Process Associate

Genpact
Hyderabad
10.2016 - 08.2017
  • Empowered businesses by designing and optimizing data-driven Google Ads campaigns to increase online visibility, drive targeted traffic, and accelerate growth.
  • Delivered voice support to resolve customer inquiries related to ad performance, billing, and campaign troubleshooting.
  • Supported advertisers in managing Google Ads across platforms such as YouTube, Google Display Network, and Search Ads.
  • Advised clients on selecting optimal ad formats, targeting strategies, and budget allocations to maximize reach and effectiveness.
  • Provided voice support to resolve issues related to ad performance, billing, and campaign troubleshooting.
  • Educated advertisers on Google Ads policies, best practices, and data-driven techniques to enhance engagement and boost conversion rates.

Customer Service Support

Firstsource Solutions
Cardiff
12.2011 - 04.2013
  • Company Overview: British Sky Broadband & TV. Website not provided.
  • Provided exceptional customer service by addressing inquiries, resolving complaints, and ensuring customer satisfaction.
  • Handled billing queries, payment process, and assisted customers with account-related concerns.
  • Managed customer retention by resolving service issues, implementing retention strategies, and minimizing churn.
  • Maintained accurate records of customer interactions by documenting call notes and ensured timely follow-ups for unresolved concerns, enhancing service efficiency and customer satisfaction.
  • Answering Inbound calls Dealing with problem solving skills, maintaining with good communication skills, making the customers happy with the product and services they have, including up-selling the sky products, clarify on billing inquiries.
  • Built strong customer relationships through active listening, empathy, and professional communication.
  • British Sky Broadband & TV. Website not provided.

Education

MBA - Masters Business Adminstration

UNIVERSITY OF WALES, INSTITUTE CARDIFF
United Kingdom
11-2010

Bachelor of Science - Faculty Nursing

NTR UNIVERSITY OF HEALTH SCIENCE
Vijayawada
03-2008

Junior Intermediate -

ST.ANN’S JUNIOR INTERMEDIATE COLLEGE
Hyderabad, India
05-2003

II – X CLASS -

ST GEORGE’S GRAMMAR SCHOOL
Hyderabad, India
03-2001

Skills

  • User Management
  • Manage Domains
  • Billing inquiries
  • Communication skills
  • DNS configuration
  • Manage Records
  • Google Security
  • Digital Marketing
  • Team collaboration
  • Time management
  • Conflict resolution
  • Problem Solving
  • Technical Skills
  • Attention to detail
  • Data Management
  • Leadership Skills
  • MS Office
  • Customer Service
  • Decision-making

Certification

  • Cloud Computing, Simplilearn Skill Up - 2025
  • Microsoft Office 365 Administration Certificate, Udemy, 2025
  • Google Workspace Admin Certificate, Udemy, 2024
  • Clinical Data Management Certificate, Online Clinnovo Research Institute, 2021
  • Clinical SAS Programme Certificate, Online Clinnovo Research Institute, 2022
  • Google AdWords Certificate, 2017

Projects

Dissertation Research, Cardiff, Wales, United Kingdom, 2010, Conducted an in-depth study on human resource management in hospitals.

❖ Human Resources Management at Wales Hospitals, in Selection and training of the Staff on Health and Safety
Practices to
Prevent Infection
Conducted an in-depth study on human resource management in hospitals, focusing on staff selection, training, and
adherence to
health and safety protocols. Analyzed the effectiveness of existing hygiene and infection prevention practices,
recommending
improvements in training programs to enhance patient safety and compliance with healthcare regulations

Personal Details

DOB - 25-03-1986

Marital Status - Single

Gender - Female 

Nationality - Indian

References

References available upon request.

Timeline

SPE - Technical Support (Google Workspace )

Cognizant Company
09.2023 - 02.2025

Senior Associate Technical Support

Tech Mahindra
09.2018 - 03.2019

Process Associate – Email Support

Amazon
10.2017 - 03.2018

Process Associate

Genpact
10.2016 - 08.2017

Customer Service Support

Firstsource Solutions
12.2011 - 04.2013

MBA - Masters Business Adminstration

UNIVERSITY OF WALES, INSTITUTE CARDIFF

Bachelor of Science - Faculty Nursing

NTR UNIVERSITY OF HEALTH SCIENCE

Junior Intermediate -

ST.ANN’S JUNIOR INTERMEDIATE COLLEGE

II – X CLASS -

ST GEORGE’S GRAMMAR SCHOOL

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Sowmya Priyadarshini Undinty