Supriya Mandrumaka

Subject Matter Expert (SME) – Google Marketing Platforms Billing, March 2022 – Present.

• Act as the go-to expert for the end-to-end billing process across DV360, CM360, GA4, and SA360 platforms.
• Lead process trainings and mentor analysts, ensuring smooth knowledge transfer and 100% compliance with SOPs.
• Manage critical escalations from global clients and internal stakeholders, driving quick resolutions, and minimizing revenue leakage.
• Partner with the Product and Policy teams at Google to resolve complex billing discrepancies and enhance operational accuracy.
• Prepare business review reports, and present insights to senior leadership for decision-making.
• Support the transition and onboarding of new team members, ensuring a smooth ramp-up and performance readiness.

Key Achievements:

• Reduced billing errors through enhanced quality checks and SOP updates, along with regular month-on-month training.
• Recognized with the Star Award for exceptional client handling and process ownership.
• Collaborated with cross-functional teams to optimize digital marketing strategies.

Project - Plato.

• Content Development & Maintenance: Created, updated, and optimized Help Center articles to ensure accuracy, clarity, and alignment with product and process changes.
• Knowledge Management: Maintained a structured knowledge base by regularly reviewing, editing, and archiving outdated content to enhance self-service support.
• Process Documentation: Translated complex processes into clear, step-by-step user guides, and FAQs for both internal and external audiences.
• Cross-functional Collaboration: Partnered with product, operations, and support teams to gather updates, and ensure Help Center content reflects the latest business processes.
• User-Centric Writing: Applied customer-focused language and formatting techniques to improve readability, accessibility, and resolution rates.
• Content Analytics: Leveraged feedbackand usage metrics (e.g., article views, deflection rate) to identify opportunities for improving knowledge base effectiveness.
• Training and Enablement: Supported team members by creating quick-reference guides and knowledge resources, reducing training time and support escalations.

Accenture| Hyderabad| 09/2018 – 04/2020

• Act as a billing SME for Google Marketing Platforms, managing complex client escalations, and providing expert-level solutions.
• Mentor and support team members, conduct process training, knowledge-sharing sessions, and floor support.
• Collaborate with internal teams and stakeholders to ensure timely invoice processing, dispute resolution, and compliance with client requirements.
• Monitor daily productivity, accuracy, and SLA adherence, providing actionable insights to the management team.
• Led initiatives to improve billing accuracy and reduce query turnaround time, enhancing client satisfaction.
• Prepared SOPs, knowledge articles, and process updates, ensuring smooth onboarding and workflow standardization.