Led Google's Customer Success Acceleration (CSA) Vendor Team across global sites, ensuring the highest quality of operations for Google Ads mid-market businesses. Key Accomplishments: * Quality Target Exceedance: Surpassed quality benchmarks, achieving 7% over-target performance (Q1'24), with scores reaching 94.5% against 87.5%, consistent overachievement in 2023 * CSAT Improvement: Maintained exceptional CSAT performance, closing Q1'24 at 98.2%, consistently exceeding 98% target across 2023.* Automation Pilot with Google Gemini for Scalability: Enhancing translation accuracy across three languages with QA validation.* Conducted Machine Learning Efficacy Analysis: less than 1% difference in audit quality between ML and human QA. * Error Reduction Initiative: Led a 36% error reduction (May–Jul'23) across Lisbon and Hyderabad sites (39% reduced to 2.9%) * Established Global Escalation Governance: Introduced real-time notifications to reduce issue resolution time * Led Customer Journey Mapping initiative, identifying and optimizing 36 customer-centric opportunities * Global Framework Revamp: Re-engineered Global Quality Framework, driving a 31% increase in customer-centric categorization (Jun'23). Blockchain-Relevant Expertise:* Proven track record in process automation, global quality frameworks, and error reduction, directly transferable to managing decentralized, blockchain-based projects.* Continuous Improvement: Designed and implemented scalable quality processes, leveraging automation—key in decentralized and blockchain systems.

Managed multi-channel operations for Google projects, focusing on performance improvement and customer success.Key Accomplishments:* CSAT Improvement Initiative: Boosted CSAT from 36% to 62% (Mar to Jul'21), driving enhanced customer engagement and satisfaction—critical for user-focused blockchain projects.* Orchestrated COVID business continuity, transitioning 400+ FTEs to 100% remote work by May'20.

Led social media operations and a user experience research program, gathering feedback from SMBs for early-stage Google feature/ product validation.Key Accomplishments:* Directed 34 successful user research studies, delivering actionable insights to Google's product team, recognized by Google's 2018 Innovation Spotlight Awards.* Team Expansion: Tripled Social Media team size from 8 to 22 in 2019.* Delivered scalable operational strategies, managed 89% YoY increase in incoming social media volumes (from 93K messages in 2018 to 176K in 2019), while consistently maintaining 90%+ quality targets across global teams.

Piloted Google My Business, Chat Operations Level 1/ Level 2 in IndiaKey Accomplishments:* Decreased error rates by 24% for Chat Level 1 team, from 31% to 6.7% * Achieved 27% reduction in errors for Chat Consult Level 3 team.* Improved Total Response Time (TRT) by 8% for Level 2 Chat Team * Launched Level 2 Chat Support in Kuala Lumpur after successful piloting in India. * Innovation: Influenced Google's product development with addition of 'Address Search' feature in Biz Builder Tool, significantly reducing manual entry errors globally.

Pioneered innovative online meal ordering platform, ahead of curve in digital food market.

Managed HNW client portfolios, private placements and IPOs. Experienced in structured financial products, live trading, and risk management. Series 7 and 63 (NASD/NYSE Licenses) Life and Health Insurance/ Variable Annuities License (New York State) Key Accomplishments:* Managed portfolios $14M and led successful $2.8M subscription in Oman IPO.* Gained in-depth experience in financial markets, offering valuable insight into Bitcoin's role as a disruptive financial asset.Blockchain-Relevant Experience: Knowledge of risk management and financial products, critical for the evolving landscape of cryptocurrencies, blockchain technology, and decentralized finance (DeFi).