Nov 2023 – Apr 2024 · 5 mos · Delhi, India · Hybrid

• Managed pay-per-click advertising campaigns across platforms such as Google Ads, Facebook Ads, and other digital networks.
• Conducted keyword research, competitor analysis, and audience targeting to optimize campaign performance.
• Created, monitored, and adjusted ad creatives, bidding strategies, and budgets to ensure maximum ROI.
• Analyzed campaign performance using tools like Google Analytics, Google Ads Dashboard, and Excel reports.
• Collaborated with the design and content teams to ensure ad messaging aligned with brand goals.
• Performed A/B testing to improve click-through rates (CTR) and conversion rates.
• Prepared weekly performance reports and provided actionable insights for continuous campaign improvement.

Jun 2022 – Sep 2023 · 1 yr 3 mos · Gurugram, Haryana, India

• Acted as a Subject Matter Expert for Google Ads, providing guidance on campaign optimization, ad quality, and policy compliance.
• Driving operational excellence in digital advertising through leadership, analytics, and strategic problem-solving.
• Led a team of 20 specialists and acted as SME for the South Africa market and Google Analytics team.
• Delivered performance coaching, led training sessions, and managed daily operational KPIs.
• Handled escalations from senior stakeholders and legal teams with strategic issue resolution.
• Designed and maintained reporting dashboards for quality, attendance, and campaign metrics.
• Played a key role in cross-functional collaboration, boosting campaign ROI and policy adherence.
• Supported cross-functional teams with technical insights and best practices to improve advertiser performance.
• Trained and mentored new team members on Google Ads tools and features.
• Contributed to process enhancements and product feedback to improve platform effectiveness.

Oct 2021 – Jun 2022 · 8 mos · Gurugram, Haryana, India

• During my tenure as a TVC Google Employee, I honed expertise in Google Ads, analytics, GA4, SEM,
• SAAS, performance marketing, paid search, data analysis, and effective communication, ensuring
• seamless operations and heightened client satisfaction.
• Handled customer queries over the phone calls and emails.
• I adeptly managed and optimized Google Ads accounts and campaigns, demonstrating expertise in
• billing, policy adherence, optimization, and account access.
• My proficiency in communication allowed me to handle senior and legal escalations with ease over the
• outbound calls.
• In addition to handling client inquiries, I provided valuable Google Ads advice, contributing to over
• 400% ROI for clients.
• I actively stayed updated on the latest Google Ads technologies and trends, leading and mentoring a
• 60-member team.
• As a Subject Matter Expert, I guided team members, led training programs, and created
• comprehensive reports covering KPIs, attendance, quality, and performance on various cadences.
• This multifaceted role allowed me to showcase adaptability, innovation, and a proactive approach in
• a dynamic, fast- paced environment.

Jan 2021 – Sep 2021 · 8 mos · Noida, Uttar Pradesh, India · On-site

• Managed and organized incoming leads generated from various digital channels including Facebook Ads, Google Ads, WhatsApp marketing, and the official website.
• Evaluated and categorized leads to ensure effective follow-up and conversion.
• Distributed leads accurately to the appropriate stakeholders, including sales executives, franchise partners, and calling teams.
• Maintained lead quality and ensured timely allocation to maximize response and engagement.
• Acted as a key liaison between marketing sources and the sales team to streamline the lead handling process.
• Monitored lead flow and provided feedback on patterns and performance to improve operational efficiency.
• Contributed to reducing lead response time and improving overall customer engagement.

Aug 2019 – Dec 2020 · 1 yr 4 mos · Noida, Uttar Pradesh, India · Hybrid

• Demonstrated ability to consistently exceed customer satisfaction metrics while handling over 100+ inbound phone calls daily.
• Resolved customer queries and complaints within an average handling time of 2 minutes or less.
• Contributed to improved customer satisfaction ratings by 10% and reduced call abandonment rates by 5%.
• Maintained high call quality standards, consistently receiving positive feedback from 90% of customers.
• Proactively identified and implemented process improvements to enhance customer service eciency and eectiveness by 10%.
• Assisted team leader with team management tasks, including scheduling, attendance, and performance reporting and led a team of 30 customer support specialists.

May 2019 – Aug 2019 · 3 mos · Noida, Uttar Pradesh

Jan 2019 – May 2019 · 4 mos · Noida, Uttar Pradesh, India

• Consulted businesses on JD Omni, Justdial’s end-to-end SaaS suite including:
• ▸ Website + App
• ▸ Inventory & Order Management
• ▸ CRM & Digital Billing
• ▸ Payment Gateway Integration
• Conducted needs assessments to match the right combination of services with business models and digital readiness.
• Delivered product demos, ROI justifications, and implementation roadmaps to support seamless digital transformation.
• Played a hybrid role of product advisor, digital consultant, and customer success enabler.

Aug 2018 – Jan 2019 · 5 mos · Noida, Uttar Pradesh, India

• Owned a portfolio of existing business clients with a focus on retention, growth, and service optimization.
• Conducted performance reviews, introduced relevant upsell/cross-sell opportunities, and improved renewal rates by 25%.
• Built long-term relationships based on service support, business insights, and platform expertise.

Apr 2017 – Jul 2018 · 1 yr 3 mos · Noida, Uttar Pradesh, India

• Served as a trusted advisor to inbound clients exploring Justdial’s digital advertising solutions.
• Matched business needs with tailored service packages, including premium listings, SEO keywords, and multimedia ads.
• Focused on client education and digital adoption over transactional sales.
• Recognized as Digital Payment Champion (Jan–Mar 2018).

Jul 2016 – Apr 2017 · 9 mos · Noida, Uttar Pradesh, India

• Handled business development by increasing customer retention.
• Strategically managed business listings, leveraging keyword optimization and content enhancement to elevate
• client visibility on justdial.com.
• Successfully promoted higher-tier packages, incorporating keywords, descriptions, and headlines to secure
• premium positions for my clients.
• Orchestrated diverse digital advertising formats including banner, image, video ads, and text ads to enhance
• customer reach.
• Lead generation and nurturing through emails and calls (Outbound, Inbound and Manual).
• Increased customer retention by 25% across my client list.
• Sold B2B products by establishing contact and developing relationships with prospects; recommending
• solutions.
• Maintained relationships with clients by providing support, information, and guidance; researching and
• recommending new keywords, profit and service improvements.
• Achieved the weekly, monthly and quarterly targets in a high-pressure performance driven competitive
• environment.
• Awarded Sales Champion for exceptional performance (Jan–Mar 2017).

Jun 2015 – Mar 2016 · 9 mos · Noida · On-site

• Trained to assess business profiles, understand their target customers, and connect them with the right buyers on the IndiaMART platform.
• Conducted outbound calls to gather product details, qualify leads, and support customer acquisition.
• Collaborated with senior sales executives to improve lead quality and maintain accurate CRM data.
• Built strong communication, persuasion, and customer-handling skills in a high-volume sales environment.
• Gained practical experience in B2B inside sales and digital marketplace operations.