Ambica Pandey

• Lead ad operations for the Netflix Ads project, focusing on pause ads, video ads, and high-spend campaign delivery.

• Conduct weekly client meetings to review performance and strategize optimizations.

• Oversee campaign fulfillment, ensuring timely and complete delivery within campaign flight dates.

• Train and onboard new employees on campaign processes and quality standards.

• Manage workflow and issue tracking using Monitize, Jira, and NAS.

• Conduct monthly mentoring sessions to provide performance feedback and promote growth.

• Supervised a team of 15 digital marketing professionals handling campaigns on Facebook, Instagram, and Google Ads.

• Managed campaign budgets, spend allocations, and conversion performance metrics.

• Designed workflows and implemented quality checks to enhance ROI.

• Consistently achieved and exceeded monthly performance goals.

• Provide excellent customer service by resolving concerns and responding to inquiries accurately & promptly.
• Proactively identify process gaps, disseminate them to relevant stakeholders and suggest improvements.
• Consistently maintain excellent schedule adherence and productivity standards.
• Share best practices with the Team to ensure higher productivity and improve performance.
• Manage escalations as per TAT as and when required, coach the agents on the observations pertaining to the escalations, and design & maintain KPIs for successful escalation process measures.
• Drive escalations to positive conclusions.
• Provide the best possible nesting to the newly hired agents, including shadowing them during lean periods so that they are exposed to the multiple issues managed by the L3 Sales Support Team and are ready to function without errors post the nesting phase.
• Share process updates with the team and initiates measures to secure complete understanding & adherence.
• Head a new team as Acting Team Lead which deals with customers’ business profiles and resolves issues pertaining to them.
• Accountable for the Team’s performance metrics, including quality, workday productivity and schedule adherence.
• Represent the team in the Weekly Business Review.
• Mentor & develop team and nurture an environment where they can excel through encouragement and empowerment.

• Developed and executed digital marketing campaigns, including social media, email marketing, and SEO initiatives, resulting in increased brand visibility and customer engagement.
• Conducted thorough research and analysis to identify potential target audiences and optimize campaign performance, achieving higher conversion rates and ROI.
• Collaborated with cross-functional teams to produce compelling marketing content, such as social media posts, email newsletters, and blog articles, aligning with brand guidelines and objectives.
• Utilized analytics tools to track and analyze campaign performance, identifying areas for improvement and implementing strategies for optimization.
• Stayed updated on industry trends and best practices to continuously enhance campaign effectiveness and drive business growth.

• Provided exemplary customer service as a team member, assisting customers with inquiries and concerns regarding package deliveries.
• Demonstrated strong problem-solving skills and a commitment to resolving customer issues promptly and effectively.
• Received positive feedback from customers for providing outstanding support and assistance.
• Transitioned to the role of backup trainer in the fourth month, taking on responsibility for training new team members in back-end processes.
• Developed comprehensive training materials and conducted engaging training sessions for new hires.
• Mentored 17 batches of new team members, resulting in high assessment scores and improved performance across the board.
• Provided guidance and support to underperforming team members, helping them to improve their performance and achieve their goals.
• Identified areas for improvement and implemented targeted strategies to address weaknesses and enhance skills.
• Played a key role in fostering a positive and supportive team environment, contributing to overall team success and morale.

• Accounted for financial transactions, ensuring accuracy and compliance with accounting standards.
• Performed reconciliations to ensure accuracy of financial data and identify discrepancies.
• Generated reports to provide insights into financial performance and support decision-making.
• Maintained regular contact with provider offices to obtain and update accurate information in the portal.
• Conducted monthly interactions with business partners to ensure the smooth flow of activity information.
• Led quarterly brainstorming sessions with the team to identify process improvements and lean ideas.
• Attended training sessions to enhance skills in MS Excel (Advanced), MS Access, lean tools, and verbal and written communication.