Umme Sakina
Hyderabad
Summary
MBA [HR] graduate with distinction and experience in multi-channel operations and team support. Worked as a Subject Matter Expert [SME] at Cognizant [Google Ads Billing], handling escalations and guiding team members. Strong communication and coordination skills with an interest in moving to HR roles and contributing to people management and organizational growth.
Overview
4
4
years of professional experience
Work History
Subject Matter Expert [Google Ads]
Cognizant Technology Solutions
Hyderabad
02.2024 - 06.2026
- Analyzed system requirements to provide expert guidance on best practices.
- Collaborated with cross-functional teams to optimize project workflows and processes.
- Provided technical support to clients, resolving issues efficiently and effectively.
- Offered one-on-one support for team members and managers to drive continuous improvement.
- Provided subject matter expertise during meetings with senior leadership team members in order to discuss potential opportunities or challenges.
- Managed customer inquiries with a focus on providing timely resolutions while maintaining excellent customer service levels.
- Monitored operations and reviewed records and metrics to understand company performance.
Senior Process Expert
Cognizant Technology Solutions
Hyderabad
02.2024 - 06.2026
- Assisted in the resolution of escalated customer inquiries related to processes or procedures.
- Documented research findings and prepared polished reports highlighting results and potential improvement strategies.
Customer Support Professional
Found ever
Hyderabad
07.2022 - 01.2024
- Delivered exceptional customer support across multiple communication channels, enhancing customer satisfaction.
- Resolved customer inquiries using company support systems, ensuring timely and accurate solutions.
- Supported specialized line of business operations, contributing to overall operational effectiveness.
- Followed company protocols and guidelines in customer interactions.
Education
MBA - Human Resources Management
Shadan Insitute of Management Studies
Hyderabad07-2025
BBA - Accounting And Finance
Islamia Degree College, Osmania University
Hyderabad06-2023
Intermediate -
St.Joseph Junior College
Hyderabad07-2020
High School Diploma -
MS Creative School
Hyderabad05-2018
Skills
- Project management
- Data analysis
- Analytical thinking
- Client relationship management
- Customer service
- Team collaboration
- Digital marketing
- Multitasking
- Adaptability
- Multitasking Abilities
- Communication skills
- Quick Learner
Languages
English
Proficient (C2)
C2
Urdu
Native
Native
Hindi
Intermediate (B1)
B1
Telugu
Beginner
A1
Affiliations
- Volunteered in State Level Meet at College
- Participated in Debates, JAM's, Elocution at College and School
Accomplishments
- Top Performer in Gradbay - Foundever
Timeline
Subject Matter Expert [Google Ads]
Cognizant Technology Solutions
02.2024 - 06.2026
Senior Process Expert
Cognizant Technology Solutions
02.2024 - 06.2026
Customer Support Professional
Found ever
07.2022 - 01.2024
MBA - Human Resources Management
Shadan Insitute of Management Studies
BBA - Accounting And Finance
Islamia Degree College, Osmania University
Intermediate -
St.Joseph Junior College
High School Diploma -
MS Creative School