Arushi Srivastava

Operations Associate

Canada6 yrs 1 mo experience

AI Enabled

Key Highlights

Expert in enhancing global support operations.
Proven track record in customer experience management.
Skilled in building agile teams through digital transformation.

Stackforce AI infers this person is a Customer Experience and Operations Management expert in the SaaS industry.

Contact

Skills

Core Skills

Customer Experience ManagementOperations ManagementQuality ManagementTraining & DevelopmentCustomer Service ManagementDigital MarketingCustomer Engagement

Other Skills

Generative AI for Customer ServiceCustomer SupportStrategyVoice of the Customer AnalysisVoice of the CustomerGoogle AdsBusiness StrategyDigital TransformationTeam CoordinationCustomer InsightBusiness Process ImprovementTeam ManagementKey Performance IndicatorsProcess Improvement ProjectsStakeholder Management

About

Global Support Manager with expertise in process excellence, strategic quality, customer experience, and operations. Demonstrated success in leading teams and establishing impactful goals to enhance business metrics such as customer satisfaction and resolution times. Specialised in building agile teams through digital transformational strategies, with a keen interest in leveraging automation for a modern and enhanced customer experience and CRM management. Proven track record of driving success in global support operations through a holistic approach to quality and efficiency.

Experience

Udacity

3 roles

Senior Manager, Global Support

Promoted

Dec 2025 – Present · 4 mos

At Udacity, I spearheaded initiatives to enhance global support operations, focusing on quality service and team empowerment. By developing scalable processes and data-driven models, I ensured our support specialists thrived in a positive environment, ultimately elevating customer experience across the board.

Generative AI for Customer ServiceCustomer SupportCustomer Experience ManagementOperations Management

Manager, Global Support

Mar 2023 – Nov 2025 · 2 yrs 8 mos

Lead a global team of Support Specialists to ensure that the Company maintains a
high-level of quality service across all business functions, including but not limited to:
setting goals, creating operating models and prioritizing business-critical initiatives
Develop processes and infrastructure to scale support efforts with a data-driven
approach
Create labor & forecasting models based on business growth
Monitor and analyze complex data to understand trends to improve customer
experience
Construct and implement productivity, quality, and customer service procedures and
standards
Coach, mentor, and upskill Support Specialists and nurture an environment where they
can excel through encouragement and empowerment
Play a critical role in the company's success by helping ensure that all of our support
specialists work in a positive environment.

StrategyVoice of the Customer AnalysisCustomer Experience ManagementOperations Management

Quality Analysis and Training Lead

Nov 2021 – Mar 2023 · 1 yr 4 mos

Developing business workflows focused on aligning and meeting industry thresholds for CX metrics like CSAT, CES, NPS
Establishing structured Quality and Training frameworks for the existing workforce
Ensuring quality sourcing in the CX team and end-to-end onboarding
Management of quality and training reporting for the entire CX team leveraging tools like Zendesk Explore, Tableau
Initiate leadership business cases for continuous work flow improvisations on a data driven approach
Ensure updations and evaluations of Udacity's internal Knowledge Center
Managing agent efficiency and performance with WoW check-ins
Mentoring agents and scoping career pathing for growth planning in the team

StrategyVoice of the CustomerQuality ManagementTraining & Development

Wns global services

Quality Assurance Lead

Feb 2020 – Oct 2021 · 1 yr 8 mos · Gurgaon, Haryana

Help the Google Ads account managers strategies and upsell the correct products to their advertisers and prepare Google Ads product reference documents and Training Plans for the Process
Conducting end-to-end quality audits for outbound Google Ads Optimization transactions on interaction with customers
Lead multiple lean projects positively impacting Business Metrics of the current Google Ads project
Coaching and managing quality a team of 10-15 associates with Product/ Process learning
Creating modules, training documents and one-sheeters for extensive topics
Maintaining agent level data dashboards and client communication
Working with the team on root cause analysis and TNIs for continuous process improvement
Regular RCA- CAPA module preparation for performance improvement and efficient feedback mechanism

Voice of the CustomerGoogle AdsQuality ManagementCustomer Service Management

Heka support services pvt. ltd.

Senior Online Marketing Associate

Sep 2019 – Nov 2019 · 2 mos · New Delhi, Delhi, India · On-site

Research on target markets with developing strategies for product based digital presence
Content marketing activities, designing advertising models like PPC and E-mail campaigns
Closely assisting the Sales team in Identifying suitable prospects for corporate communications along with market research
Identifying target markets and designing advertising plans on digital platforms like Salesforce Pardot and Social media platforms like Facebook

Cognizant

Senior SEM Analyst

Jul 2017 – Sep 2019 · 2 yrs 2 mos · Gurgaon, India

Creating and curating content for Google Ads, primarily focusing on Search Network
Optimizing the advertiser account with creative content suggestions
Analyzing the quality of the content published as per client requirement and statistical parameters
Working closely with Ads Implementation & Optimization team for better handling of advertiser accounts
Active communication with Account Managers, team members and advertisers
Training and supporting pioneer batches with product information and providing on-floor support also
comes under routine-tasks
Creating efficient & problem-solving strategies of working with help of simple applications like, Microsoft
Excel, Google Data-Studio, Ads Editor etc

Google AdsDigital MarketingCustomer Engagement

Info edge india ltd

Associate Senior Analyst, Content Operations

Jun 2016 – Jun 2017 · 1 yr · Noida Area, India

Creating, editing, drafting and managing the educational content listings of the website
Developing authentic and resourceful educational content for website publishing
Research analysis, accurate interpretation and timely compilation of information on the website
Training new members of operations with providing work floor management and performing regular quality
checks