Summary
Overview
Work History
Education
Skills
Certification
Languages
Accomplishments
Timeline
Generic

Chakshu Tomar

Gurgaon

Summary

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

Timeline

CX Multi Support- Product SME

Cognizant Technology Solutions
01.2023 - Current

Senior Process Executive

Cognizant Technology Solutions
07.2019 - 12.2022

Content Developer

Patanjali Research Institute
11.2014 - 07.2019

M.Sc - Forensic Science

Amity University

B.Sc - Forensic Science

Amity University
Chakshu Tomar