Mar 2021 – Mar 2025 · 4 yrs · Gurugram, Haryana, India

• ● Collaboration with the Google product specialist team to improve Google campaigns and Technical Troubleshooting to optimize platform and users experience.
• ● Designed and delivered global training programs, including upskilling sessions on newly launched features, ensuring alignment with business needs and industry best practices.
• ● Conducted quarterly and annual process reviews, assessing deliverables for completeness, compliance, and consistency, driving continuous improvement and operational excellence.
• ● Led cross-functional collaborations to streamline processes, enhance learning initiatives, and improve stakeholder engagement across teams.

Jan 2019 – Feb 2021 · 2 yrs 1 mo · Gurugram, Haryana, India

• Digital Marketing Operations (Google Store NA | Google Pixel)

Mar 2021 – Mar 2025 · 4 yrs

• Designed and deployed targeted learning programs that enhanced team efficiency and skill development, impacting over 1300 employees while ensuring policy compliance.
• Improved agent performance by 9% in just one month (from 78% to 87%) by optimizing training content and delivery for the Google Pixel campaign.
• Analysed performance metrics across 30+ sessions to identify trends and designed learning paths using the “ADDIE” framework to improve operational efficiency and service delivery. Tracking the results through the “Krikpatrick” model of evaluation.
• Conducted RCA on quality and CSAT reports, generating actionable insights that sustained CSAT scores above 95% across channels.
• Analysed CSAT and quality reports, conducted RCA, and delivered data-backed insights for monthly business reviews, contributing to CSAT and quality scores consistently above 95%.
• Scripted, designed storyboard and created detailed design documents and authored e-learning workflows which were later implemented in Articulate suits to bring the concept to life.
• Experienced LMS Administrator skilled in managing, configuring, and optimizing learning platforms to deliver seamless, scalable and data-driven training experiences with an engagement rate of 94% to 100%.
• Designed scalable on-boarding and up-skilling programs, supporting over 500 employees with a data-backed, user-centric content approach.
• Achieved a top-tier employee satisfaction score 5-Excellent (data backed by learner engagement survey) through engaging learning experiences and continuous improvement via feedback mechanisms like the GROW model.
• Achieved a proven employee retention rate of 92% to 100% through targeted onboarding, training and employee experience initiatives.

Jan 2019 – Feb 2021 · 2 yrs 1 mo

• Managed end-to-end operations for Google Pixel campaigns, ensuring seamless resolution of complex customer inquiries across multiple channels (phone, email, live chat). Maintained a 94% First Contact Resolution (FCR) and consistently delivered CSAT scores of 92%-97%, with a 100% quality score.
• Partnered cross-functionally with product teams, marketing, and customer support to refine service processes, resulting in improved resolution times and enhanced customer experience. Actively collected and analysed customer feedback to identify trends and optimization opportunities.
• Identified inefficiencies in program operations, including bid strategy analysis and process simplifications, leading to a 13% improvement in campaign performance. Maintained detailed documentation of user cases for trend analysis, ensuring continuous optimization.
• Promoted Google Pixel products to new and existing customers by presenting tailored solutions, including financing options, targeted promotions, and technical troubleshooting. Leveraged deep product knowledge to drive customer education and maximize engagement.
• Mentored new hires and provided continuous knowledge transfer to team members, fostering a culture of excellence and ongoing learning.

May 2018 – Oct 2018 · 5 mos · Gurugram, Haryana, India

• Managed customer queries (Chat) related to their orders with a customer satisfaction rate of 90%.
• Conducted quality assurance and fraud detection using authorized tools while collaborating with the order cancellation team to streamline order processing and maintain platform integrity.

May 2018 – Oct 2018 · 5 mos

• Handled customer queries (Chat) related to their orders with a customer satisfaction rate of 90%.
• Conducted quality assurance and fraud detection using authorized tools while collaborating with the order cancellation team to streamline order processing and maintain platform integrity.

Feb 2017 – Apr 2018 · 1 yr 2 mos · Noida, India

• Serviced as a credit and collection executive and customer care specialist at Band A1.
• Executed payment collection processes with a 92% success rate while ensuring compliance with the Data Protection Act, enhancing trust in financial transactions.