- Leading the Specialist Search Platinum Pod team, wherein we handle top 500 global Google Ads advertisers like Netflix, TATA Group, Dyson, Samsung Group etc.- Directly overseeing a team of 20 associates, providing coaching, training, and mentoring.- Handling client-facing issues and UI-related problems, weekly client meetings on performance improvement, budgeting and allocation.- Managing escalations, collaborating with level 2 teams for prompt resolutions.- Coordinating with other departments to resolve customer issues and identify trends for improvement.- Meeting KPI metric w-o-w, SLA and Performance management.- WBR, QBR and MBR presentations and reporting with clients and internal stakeholders - Client success stories and case studies showing M-o-M performance improvement- Collaborating with the Process Excellence team to implement process changes.

- Worked as a vGuru for O&P Search Pod. I have provided real-time support to the team of associates across a variety of platforms.- Worked and led 2 project launches- Search Campaigns Specialization Troubleshooting and Search Specialization Troubleshooting for Platinum Clients - Worked on external (client/advertiser facing) products like Google Ads (Search advertising and Display advertising) and analytics (web analytics to measure Pay Per Click Return on Investment) providing support to associates directly on campaign performance-related issues and UI related issues.- Provided coaching, training, and mentoring for the operations team- Provided prompt and efficient service to customer and account managers; handled escalations and worked with level 2 teams to deliver resolutions.- Liaised with other departments and teams as required to resolve customer issues and questions - Seeking solutions through logical reasoning and data interpretation and identify trends to appropriate channel, including improvement suggestions.- Created and updated documentation for internal and external use, including FAQs, troubleshooting guides, and knowledge base articles.

- Provide expert-level support to Google Ads users via various communication channels, such as email, chat, and phone.- Addressed and resolved complex issues related to Google Ads products and services.- Handle escalated cases and ensure customer satisfaction.- Develop and maintain an in-depth understanding of Google Ads products and services.- Stay updated on changes and updates to Google Ads policies, features, and tools.- Assist in training new team members and provide ongoing support for skill development.- Act as a mentor to junior associates, sharing knowledge and best practices.- Monitor and evaluate the quality of customer interactions to ensure adherence to established standards and guidelines.- Provide constructive feedback to team members to improve overall performance.- Collaborate with cross-functional teams to resolve technical issues, bugs, or other problems affecting users.- Work closely with product development teams to communicate user feedback and improvement suggestions.- Analyze data and metrics related to customer interactions to identify trends, areas for improvement, and opportunities for efficiency.- Generate reports and insights to support decision-making processes.- Identify and propose improvements to existing processes and workflows.- Collaborate with other teams to implement process enhancements that contribute to overall efficiency and customer satisfaction.- Meet or exceed key performance indicators (KPIs) related to customer satisfaction, issue resolution time, and other relevant metrics.

- Researched and identified solutions to software and hardware issues- Diagnosed and troubleshoot technical issues, including account setup and network configuration- Track computer system issues through to resolution, within agreed time limits-Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue- Prioritized and managed several open issues at one time