Operations Team Lead
Current- 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.