I joined the firm as an associate Analyst and have been contributing to the team's success since then.● Engaged in Google’s Project: “Local inventory ads” - Guiding retailers throughout their on-boarding process and making it easier for them to join the program by administrative support.● Executing research and troubleshooting on the merchant's side, working as a head POC(Point of Contact) for 14+ sub workflows within the process.● Handled escalation cases: Provided end to end to… Show more I joined the firm as an associate Analyst and have been contributing to the team's success since then.● Engaged in Google’s Project: “Local inventory ads” - Guiding retailers throughout their on-boarding process and making it easier for them to join the program by administrative support.● Executing research and troubleshooting on the merchant's side, working as a head POC(Point of Contact) for 14+ sub workflows within the process.● Handled escalation cases: Provided end to end to end support to the EMEA and APAC regions users by responding to the queries faced by Google’s clients. Also managing high priority escalation cases and reporting bugs to the POMs.● Updating SOPs: Assists designated supervisors and helps them with new guideline suggestions for the SOPs to increase the client satisfaction.● Training and support: Provided valuable internal training and support to enhance team performance and efficiency.● Performing different checks like (Website enhancement, Feed analysis, Data evaluation, Google Ads management) to troubleshoot the issue and provide the client detailed resolution with meeting the SLAs. Show less

● Handles 100+ emails and chats daily, with the duties of refund payments of the customers and managing account suspension of the clients due to policy violations.● Meeting daily and monthly targets with keeping response rates above agreed SLAs.● Provided training sessions to the new hires and also worked as a temporary support.