Highly proficient, Google Ads-certified digital marketing professional offering over 6 years of experience optimizing digital advertising campaigns, providing superior customer support, and managing Google Ads accounts. Expertise includes troubleshooting technical issues, enhancing campaign performance through data-driven insights, and fostering strong client relationships across various communication channels—proven ability to collaborate effectively with cross-functional teams.
Overview
11
11
years of professional experience
1
1
Certification
Work History
CX Multi Support- Product SME
Cognizant Technology Solutions
Gurgaon
01.2023 - Current
Spearheaded Google Ads account and billing setups, enabling advertisers to efficiently launch and optimize paid search, display, and video campaigns.
Provided expert troubleshooting support for Google AdWords and Analytics platforms in the billing and policy segment, while maintaining a 95% first contact resolution rate.ate
Delivered proactive billing consultative support to advertisers and account managers through multichannel communication, ensuring first contact resolution and SLA adherence.
Managed cross-functional collaboration among product managers, sales teams, and engineering departments to establish streamlined communication protocols, effectively resolve escalations, and implement strategic product improvements that enhance customer satisfaction.
Developed and delivered process-specific training sessions to internal teams, improving the knowledge and onboarding efficiency of the support team.
Collaborated on workflow optimization strategies and knowledge resource updating, resulting in a 20% improvement in team efficiency.
Analyzed customer journey touchpoints to identify improvement opportunities, contributing to an enhanced digital advertising experience.
Senior Process Executive
Cognizant Technology Solutions
Gurgaon
07.2019 - 12.2022
Managed Google Ads accounts with a focus on Search, Policy, and Billing, consistently achieving a 93% client satisfaction rating.
Excelled in optimizing ad strength and resolving complex PPC policy issues through various support multichannels (chat, email, and phone).
Developed and implemented data-driven campaign strategies, resulting in improved client performance and ROI across multiple advertising platforms.
Leveraged Google Analytics to track campaign effectiveness, and provided actionable insights to optimize PPC ROI.
Served as a key point of contact between clients and internal teams, ensuring the timely resolution of complex digital advertising challenges.
Consistently surpassed performance targets through effective time management, and a commitment to quality standards.
Contributed to workflow management for remote digital advertising support teams in various regions.
Content Developer
Patanjali Research Institute
Haridwar
11.2014 - 07.2019
Managed data curation, content development, and quality assurance for the 'World Herbal Encyclopedia,' ensuring all content adhered to APA format and accuracy standards
Worked closely with cross-functional teams to address content development needs and provided in-depth reports on key project metrics
Education
M.Sc - Forensic Science
Amity University
NOIDA
11.2013
B.Sc - Forensic Science
Amity University
NOIDA
11.2011
Skills
Google Ads and Google Analytics
Customer relationship management
Technical troubleshooting
Cross-functional collaboration
Incident escalation management
Stakeholder management
Customer journey mapping
Certification
Google Ads Search Certification
Lean Six Sigma- KPMG
Fundamentals of Search Marketing
Business Communication Skills
Languages
Hindi
First Language
English
Advanced (C1)
C1
German
Elementary (A2)
A2
Accomplishments
Star team player, 2025: 97% CFI (customer feedback index) and 91% TRT (time resolution target) for five consecutive months
WoW Conversation Winner, 2023, 2024, recognized for exceptional communication and support
Rising Star, 2022, achieved 100% quality for two consecutive months
Extra-Mile Achiever, 2021, demonstrated outstanding initiative and took on additional responsibilities
Sr. Executive Support at Cognizant technology Solutions, Cognizant Technology SolutionsSr. Executive Support at Cognizant technology Solutions, Cognizant Technology Solutions