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.

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