Abeer Rasheed Khan
Digital Media Specialist/ Subject Matter Expert
Summary
Digital Media Specialist and Customer Experience Expert with 9+ years of international experience** across Google Operations Center, Deloitte, and Cognizant. Proven ability to drive customer satisfaction, digital campaign performance, and client retention across EMEA, NA, and APAC markets. Skilled in Google Ads, client management, and project leadership , with a strong background in training, mentoring, and stakeholder communication. Educated in Jeddah, Saudi Arabia, bringing cross-cultural adaptability and knowledge of local market dynamics.
Overview
9
9
years of professional experience
3
3
Certifications
3
3
Languages
Work History
Digital Media Specialist
Google Operations Center India Pvt Ltd.
11.2022 - 11.2024
- Trained and mentored over 50 new hires, achieving a 95% certification success rate.
- Led the first Performance Max Campaigns ring-fenced team, resolving over 100 high-priority advertiser escalations monthly.
- Initiated a project on 'C-SAT at Risk Cases,' reducing escalations by 30% across EMEA and APAC.
- Partnered with Tier-1 account managers and advertisers, improving campaign efficiency and ROI through in-depth Google Ads analysis.
- Conducted cross-site onboarding for over 100 employees, ensuring a smooth knowledge transition.
- Provided on-floor support for Performance Max and Search teams for troubleshooting campaign performance across EMEA, APAC, and NA.
Customer Support - Senior Associate
Google Operations Center India Pvt Ltd.
05.2020 - 11.2022
- Collaborated with the Head of Industry, Account Managers, and advertisers on Tier-1 Google Ads Search campaigns, delivering in-depth performance analysis to optimize account results.
- Partnered with teams across EMEA, North America, and APAC regions, ensuring alignment on campaign strategies, and driving measurable improvements in account performance.
- Additionally, I assisted new hires with onboarding on the floor for smooth transitions as Senior Associates.
Senior Consultant
Cognizant Technology Solutions India Pvt Ltd.
02.2020 - 05.2020
- Worked as a Customer Support Specialist (Vendor to Google) , delivering high-quality support and ensuring smooth resolution of client queries.
- Transitioned into the Google Operations Center India Pvt. Ltd. , an Alphabet initiative to unify vendor processes into a single global operational hub.
- Built strong relationships with clients through consistent communication and proactive problem-solving efforts.
Senior Consultant
Regalix India Pvt Ltd.
04.2019 - 11.2019
- Advised and supported advertisers on Google Ads account strategy, campaign optimization, and performance improvements to maximize ROI.
- Provided data-driven insights and consultation to enhance campaign efficiency across industries and verticals as their dedicated Account Manager assigned by Google.
- Collaborated closely with clients to resolve account challenges, ensuring improved advertiser satisfaction and retention.
- Increased client satisfaction by providing tailored consulting services and effective problem-solving strategies.
Analyst
Deloitte Touche Tohmatsu India LLP (Enabling Services)
12.2015 - 07.2017
- Supported internal Deloitte applications across the India and US regions.
- Resolved 97%+ support tickets within SLA timelines, improving user satisfaction.
- Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
- Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
- Improved internal knowledge sharing by developing comprehensive documentation outlining standard operating procedures for various tasks.
- Increased efficiency by streamlining data analysis processes and implementing automation tools.
Education
Bachelor of Arts - Public Administration, History And Pol. Science
St Francis College For Women
Hyderabad, India04-2013
High School Diploma -
Manarat International School
Jeddah, Saudi Arabia.06-2010
Skills
- Customer Service Excellence (C-SAT, TRT Metrics)
- Project & Stakeholder Management
- Client Relationship Management
- Leadership & Team Development
- Problem Solving & Critical Thinking
- Verbal and written communication
Certification
Six Sigma - Google Learning Platform
Timeline
Digital Media Specialist
Google Operations Center India Pvt Ltd.
11.2022 - 11.2024
Customer Support - Senior Associate
Google Operations Center India Pvt Ltd.
05.2020 - 11.2022
Senior Consultant
Cognizant Technology Solutions India Pvt Ltd.
02.2020 - 05.2020
Senior Consultant
Regalix India Pvt Ltd.
04.2019 - 11.2019
Analyst
Deloitte Touche Tohmatsu India LLP (Enabling Services)
12.2015 - 07.2017
Bachelor of Arts - Public Administration, History And Pol. Science
St Francis College For Women
High School Diploma -
Manarat International School