Prateek Bhalla Email & Phone Number

Gurugram, Haryana, India

• Collaborated with Google AMs and Product Specialists to handle escalations from Platinum/Gold tier partners.• Prepared and delivered Weekly Business Review slides for discussions with Google stakeholders, providing critical updates and insights on operational performance.• Implemented continuous improvement initiatives to streamline operations and boost productivity.• Revamped training programs to include practical, hands-on exercises, resulting in improved team competency and efficiency.• Analyzed and addressed SLA (CSAT, TRT, QA, Compliance) breaches through detailed case reviews, root cause analysis, and corrective actions to enhance overall performance.

Gurugram, Haryana, India

• Managed a team of 30+ resources across 24x5.• Assisted in the smooth transition of multiple new workflows. 01/2023 — 04/2024 Gurgaon, India• Conducted TRT scrubbing on cases that missed SLAs, analyzed erroneous cases, and addressed team issues.• Performed DSAT RCA, shared the entire summary with Google stakeholders, and took corrective measures with the team.• Held weekly syncs with the team to discuss product updates and performance trends.• Conducted regular 1:1 sessions to review individual performance and make necessary adjustments.• Enhanced efficiency and productivity by introducing internal consultations with SMEs, which helped identify knowledge gaps and guide targeted training.

Gurugram, Haryana, India

• Did QA reviews for the entire workflow and imparted refresher sessions to improve the quality score.• Took care of product training for new joiners. Trained more than 20 people over the period of 1.5 years.• Technical Account Manager for Hotel Ads Partners (e.g., MakeMyTrip, Booking.com, Expedia).• Helped Ad partners to launch/on-board and upscale their business on Google Platform (on-boarded 100+ partners).• Provided dedicated technical support to Tier-1 partners on video calls along with the engineering team.

Gurgaon, India

• Managed Tier1 clients and onboarding partners who are the most revenue generating OTAs across all regions.• Collaborated with cross functional teams to make client experience seamless and efficient.• Partnered with Partner Technology Mangers on several projects like overhaul of our internal product documentation