Gauri Sharma

Led search marketing campaigns across Bing and SA360 platforms for high-profile clients: Mazda, EUROKARS, L’Oréal, Samsung, Kiwi Plates, Singapore Tourism Board, and veterinary brands.

• Handled cross-market responsibilities across Singapore, Australia, and New Zealand.
• Delivered end-to-end campaign planning: media planning, implementation, pacing, SQR, ad copywriting, optimization, and performance reviews. - Presented reports and strategic insights to clients; built strong relationships through effective communication and performance improvements.
• Recognized by clients for significant campaign performance uplift and insightful reporting.
• Recognized by clients for significant campaign performance uplift and insightful reporting.

Key Skills: Search Marketing (SA360, Bing), Campaign Optimization, Client Communication, Performance Review, Ad Copywriting, SQR Analysis, Media Planning

• Led process improvement projects to help operations meet and exceed quality standards and reduce costs.
• Performed root cause analysis by reviewing D-SAT surveys.
• Monitored inbound and outbound calls made by employees to provide constructive feedback.
• Compiled and distributed weekly feedback to team leaders and managers to improve service time and quality while increasing productivity.
• Crafted training materials and ran on-boarding sessions to train incoming team members.
• Developed and maintained quality assurance procedure documentation.
• Collaborated with management to provide training on improved processes and assist with creation and maintenance of quality training.

• Handle customer related enquiries.
• Make appropriate merchant contacts.
• Take fair and just decisions based on response received from service establishments.
• Send appropriate communication to the card members accordingly.

• Complete accounts reconciliations and process adjustments.
• Perform collection and activity reporting following established protocols, to tight deadlines.
• Monitor customer account details and identify and investigate non-payments, delayed payments and other irregularities in the payments.
• Organize recovery system and initiate collection efforts.
• Investigate and resolve payer's queries.
• Making decisions with clear authority to write off balances according to strict guidelines.
• Pursued payments in the form of collection correspondence, delinquent statements and phone calls.