• Currently handling a team of 25 Support Specialists responsible for resolving advertiser’s queries• Assigning tasks to the individuals, tracking performance real time and ensuring that the tasks are completed as per the SLAs• Weekly collaboration with stakeholders and leaders to discuss on performance metrics, revenue and quality of the team• Responsible for handling DSATs and Escalations and providing detailed RCA and measures to control them• Training the individuals based on their performance and providing feedback in order to improve their performance and work on the areas of improvement• Driving a positive work environment by conducting fun activities inorder to improve engagement with the team members

• Managed daily operations of an outbound sales team with over 10 digital account strategists. The team manages a quarterly revenue of $XXM at an annual growth rate of 12%• Trained digital account strategists, streamlined sales workflow by liaising with program management to resolve issues, framed and executed OKRs• Focus on outlier performance by analyzing the BQs and creating POAs and review • Responsible for handling DSATs and Escalations and providing detailed RCA and measures to control them• Exceeded revenue & productivity targets for 3 quarters in a row• Developed performance improvement planning & weekly activity benchmarks to meet client’s requirements• Awarded as the “Best Team Lead” in Q1’22

• Monitored calls and emails of the strategists to analysed the performance and look for the areas of improvement• Ensured that the quality is above 95% which helped account strategist to give quality consultations and meet their targets• Provided feedback to improve the overall performance and bring consistency in quality

• Acted as a single point of contact for the client to understand and clarify campaign / project Requirements• Was responsible to create paid ad campaigns on Search Engine Marketing channels such as Google Ads Search, Display, Remarketing etc.• Created performance reports of each ad campaign created and then optimize the spends and performance