Aaron Christopher
Secunderabad
Summary
To obtain a challenging post which will utilize my professional experience as a contribution to the organization's noble goals and simultaneously provide excellent opportunities for career development and personal growth. Employment History - 10+ years of Customer Service/Business Operations Industry Experience.
Overview
11
11
years of professional experience
5
5
Certifications
1
1
Language
Work History
Customer Support Specialist
Google Operations Center
Hyderabad
05.2020 - Current
- Enhanced TRT performance of the team by check points and thorough audits ensuring the team meets 85% on both chat and 75% on email channels
- Increased TRT performance by 7% annually
- Created and developed a training plan to achieve the CSAT percentage with respect to Policies, troubleshooting and communications
- Improved customer experience on dissatisfied or escalated issues for the team and helped to recover the CSAT scores by 0.7% bi-weekly
- Helped the team as a point of contact for communications, Policies, troubleshooting and process for Oly+ project
- Helped Management in creating business reports and analysis for WBRs and MBRs presentations
- Also share the insights and low lights with the team to improve their performances
- Helped Manager/TL's in creating shift alignments and staffing for the month based on the cases volume
- Part of GOC hero's team where my work includes weekly presentation to the Leadership & performance teams the best survey comments from Clients received by the support staff and showcasing agents contribution
- Handled full time training for new hires and support until their ramp phase and also Conducting weekly refreshers on policies for the entire Policy team
- Providing process improvement ideas with the Idea teams to inculcate on a wider level
- Provided primary customer support to internal and external customers.
- Multitasked and maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs, resolving concerns and meeting the deadlines.
Sr. Associate
Cognizant Technology Solutions
Hyderabad
07.2017 - 05.2020
- As a Google Ads Policy Sr Associate, I'm responsible to provide accurate resolution to the LCS clients or the Account managers for all the issues related to Google Ads policies
- That includes troubleshooting and ads review(Trust and Safety) checks
- As a Sr
- Associate I would also check for any escalations on the tickets for dissatisfied LCS clients/AMs on a proactive approach on Google Video Calls(GVCs) or gChat with the AMs to discuss the policy issues faced
- Work includes explaining the policies to the Account Managers across the globe when they come up with clients queries
- A prior member of Olympus plus project where we handle LCS direct client queries over chat and emails
- A TRT spoc for my team where the workflow includes, scrubbing the data, analyzing preparing reports and presenting to the team
- Excelled in handling large scale client accounts, suggesting them in getting their all types of ads/extensions/UACs etc
- Fixed under Policy and helping on millions dollars revenue impacted cases.
- Developed training program to educate new hires on company policies and procedures.
Phone Support
AZZITE SERVICES
Dubai
02.2016 - 05.2017
- Worked with Azzite Recovery Services as Tele-Coordinator where Job includes Managing
- Delinquent Portfolios of Reputed Banks in UAE, Calling Customers and Collecting payments on
- Customer Debts Credit cards, Personal Loan, Mortgages and Overdrafts
- Assisting & Counseling Customers in determining the Best payment options to settle or Reinstate the account. Benefited the company by 68,066.10 United States Dollar in the tenurity.
- Accuracy in documenting Collection attempts, coordinating with Clients with customer's Payment,
- Employment and Location status.
- Prepared variety of different written communications, reports and documents.
- Resolved problems, improved operations and provided exceptional service.
ANALYST
MAFOI CONSULTANTS
Hyderabad
10.2010 - 07.2015
- 4 years and 8 months of experience as an, Google India Pvt Ltd through Mafoi
- Consultants
- Performed implementation, processing and quality assurance/control
- Applied Auto Quality Check tools and approaches process for high quality output
- Identify work complications, troubleshoot issues, ease bottleneck deadlines and ensure on time delivery
- Cooperate with the higher management to design and deploy quality assurance standards
- Provided reports regarding employee performance and suggestions for improvement.
- Mentor the labeling team members and solve their queries
- Developed spatial data overlays and comparisons for structure and accuracy of spatial data components of centreline files, and parcel polygons, and datasets assuring sound principles and no gaps overlaps, or duplicates
- Handling inbound and outbound calls on special allotted projects and also checking risk and fraud wherever necessary.
Education
TECH - BTech
Gokul institute of technology and sciences B, JNTU
Skills
Customer serviceSpreadsheets - Pivots, Vlookup,charts
Technical Support
Complaint resolution
Certification
Digital Marketing
Star Award - 2021
Received this global award in recognition of the outstanding work, and the significant contribution made to my team and workflow.
Timeline
High Performance Mindsets
04-2022
Digital Marketing Academy 2.0_Foundation
04-2022
IT Service Desk Careers and Certifications: First Steps
03-2022
Six Sigma Foundation
02-2022
Customer Support Specialist
Google Operations Center
05.2020 - Current
Digital Marketing
08-2017
Sr. Associate
Cognizant Technology Solutions
07.2017 - 05.2020
Phone Support
AZZITE SERVICES
02.2016 - 05.2017
ANALYST
MAFOI CONSULTANTS
10.2010 - 07.2015
TECH - BTech
Gokul institute of technology and sciences B, JNTU