Hi, I’m
Ashish Mehra
Sr. Group Manager/AVP - Operations
Gurgaon
Summary
Customer Experience professional with 17 years of experience in contact center operations, client relationship management, and service delivery. Proven expertise as the primary SPOC for managing end-to-end client engagements, stakeholder communication, and operational performance. Strong background in driving customer satisfaction, process optimization, SLA governance, and continuous improvement across complex operations. An effective communicator with excellent relationship management, analytical, and problem-solving skills, known for a flexible, detail-oriented, and customer-first approach.
Overview
17
years of professional experience
Work History
WNS/Google
Sr. Group Manager
06.2020 - Current
Job overview
- Handled 3 Projects: Google India, Google AUNZ (Pre-Sales Program), and REEF/Reimagined Parking (US-Based Food Delivery & Parking Solutions)
- Handling a team size of 116 members (3 Deputy Managers, 5 Assistant Managers, 1 Group Manager, 1 Team Lead, 19 Pre-Sales Reps, 15 Data Marketing Analysts & 72 Customer Care Executives)
- Ensure 100% delivery against defined SLAs Performance Management
- Manage advertiser acquisition pre-sales program for India.
- Took Over acquisition pre-sales program for AUNZ market effective Feb 2022. Aligned to a new project REEF/Reimagined Parking effective Oct 2022.
- Strategizing and planning the quarter, month, week, and day along with balancing the right cut of manpower & other resources.
- Active participation and delivery of WBRs, MBRs & QBRs: Generate reports and present performance data to senior management. Monitor team performance to identify productivity improvement opportunities.
- Successfully manage budgets and allocated resources to maximize productivity & profitability.
- Establish team priorities, maintain schedules, and monitor performance.
- Define clear targets and objectives and communication to other team members.
Teleperformance/Google
Manager
06.2015 - 06.2020
Job overview
- Manage advertiser acquisition pre-sales program for India
- Managed background Optimization for US, Canada, UK, Australia, New Zealand & Ireland
- Ensure 100% delivery against defined SLAs
- Performance Management
- Handled a team of 77 members (7 Team Leads, 13 Pre-Sales reps, 10 Data Marketing Analysts & 47 Optimizers)
- Recruitment, Training
- Employee management and engagement
- Facility Management
- Responsible for monthly end-to-end client invoicing until payment realization
- Consistently achieved and surpassed monthly/quarterly targeted performance benchmarks
- Creating and re-innovating performance incentive structures & pay-outs regularly basis business needs and requirements
- Understand and segment mid-market landscape and identify advertiser segments with above average propensity to use Google products
- Reach out to prospective advertisers to attract them to talk with Google’s Field Business Sales Representatives
- Help implementation of various measure of reaching out to market such as seminar, event and direct mails
- Work closely with Field Business Sales Representatives to maximize performance of pre-sales program and variety of initiatives with program
- Measure performance of the team and make a report based on specific criteria
- Coach pre-sales team member to be proper representative coming from Google
- Maintaining attendance records, Calculation of incentive on monthly basis
Momentum Communications India Pvt Ltd
Manager
02.2013 - 05.2015
Job overview
- Meet clients on a regular basis
- Communicate with clients effectively over different media including telephone and email
- Ideate based on the client’s brief on how the event can be best designed to meet the client’s objective
- Design creative content for collateral including brochures, posters, danglers, EDMs, backdrops & standees etc
- Be the point of contact to the client at any level in the event management process from the initial meeting to the execution of the event.
ABC Consultants
Assistant Manager
11.2012 - 02.2013
Job overview
- Business Development & Client Servicing
- Marketing on the leads provided by the organization/ process requirement
- Initiating and developing relationships with key decision makers in target organizations for business development
- Evolving market segmentation & penetration strategies to achieve targets
- Contribution to the profitability and revenue of the company by expanding the Consultants base
- Collecting data from competition and preparing competition analysis report
Times Business Solutions Ltd
Assistant Manager
11.2010 - 10.2012
Job overview
- Key Account Management: Mapping client’s requirements and providing them customized solutions
- Client Servicing: Communicating ideas and solutions to problems, debriefing clients on the results and recommendations and to collect feedback on continuous basis
- Relationship Management: Responsible for nurturing relationship with the clients to achieve quality product and service norms by resolving their service related issues
- Product Innovation: Conceptualizing, developing and recommending new products to generate additional revenue for the company
- Training: To Train various Executives and new recruits on Product Knowledge, Sales and competition information
- Strategy Implementation: To provide Future Sales Projections along with the implementation of strategies to achieve desired projections
Info Edge India Ltd
Sr. Executive
10.2008 - 10.2010
Job overview
- Cold Calling on the leads provided by the organization/ process requirement
- Working on a daily target of fixing appointments with clients
- Interacting with corporate clients
- Providing Information to the clients over email and phone
- Maintaining Management Information System
- Increasing the profit margin of the company
- Getting new customers for the company
- Retaining the customers
- Notable Attainments
- 100% plus attainment against the defined targets YoY for 5 Years in a row in Teleperformance
- Increased revenue from clients by upgrading them up the product value chain and increasing the number of licenses they subscribe to in Timesjobs.com
- Creating and Maintaining Key Account Dockets for tracking account details and activity history of various clients in Naukri.com
Education
Indian Institute of Planning And ManagementNew Delhi
MBA from Marketing & Human Resource
03-2009
IHM PusaBhopal
B.SC from Hospitality
04-2006
Mukherjee Memorial Sr. Sec. School, Delhi United Christian Sr. Sec. SchoolNew Delhi
XII from Commerce
03-2002
Skills
Client relationship management
Timeline
Sr. Group Manager
WNS/Google
06.2020 - Current
Manager
Teleperformance/Google
06.2015 - 06.2020
Manager
Momentum Communications India Pvt Ltd
02.2013 - 05.2015
Assistant Manager
ABC Consultants
11.2012 - 02.2013
Assistant Manager
Times Business Solutions Ltd
11.2010 - 10.2012
Sr. Executive
Info Edge India Ltd
10.2008 - 10.2010
Indian Institute of Planning And Management
MBA from Marketing & Human Resource
IHM Pusa
B.SC from Hospitality
Mukherjee Memorial Sr. Sec. School, Delhi United Christian Sr. Sec. School
XII from Commerce