Gayatri Sahajoo
New Delhi
Summary
Highly effective Subject Matter Expert (SME) with 4+ years experience in elite technical support for Google Ads (PMAX, Search, Display, Shopping) and Meta Ads. Proven ability in a dual SME/Agent role, handling the team's highest case volume (averaging 45–55 complex cases/shift) while sustaining top monthly metrics: 99% Compliance, 99% IRT, and 89% Customer Sentiment. Expertise includes in-depth campaign troubleshooting, cross-functional escalation management, and utilizing advanced tools (Connect Cases/Pulse) to drive exceptional satisfaction and retention for high-value North American clients. Seeking the Digital Media Senior Associate role.
Overview
4
4
years of professional experience
1
1
Certification
Work History
SME
Cognizant
Gurgaon
03.2025 - Current
- Achieved top-performing Platinum-tier status by troubleshooting PMAX campaigns effectively.
- Consistently maintained highest case volume on team, averaging 45 to 55 cases.
- Sustained exceptional monthly performance metrics: 99% compliance, 99% IRT, 97% TRT, and 89% customer sentiment.
- Managed rapid resolution of client issues by consulting appropriate cross-POD teams and L1.5/L2.
- Employed advanced support and analysis tools for accurate case prioritization, performance tracking, and maintained data integrity using Connect Cases, Connect Pulse, and Connect Case Rescue.
Senior Executive
Wipro (Meta Ads)
03.2024 - 01.2025
- Managed North American client communications to drive satisfaction and retention. Oversaw portfolio of high-value projects exceeding $2 million, ensuring timely and budget-compliant delivery.
- Executed A/B tests on ad creatives and landing pages to identify conversion drivers.
- Specialized in strategizing Meta ads funnel for optimal campaign performance.
- Utilized artificial intelligence to drive effective social media campaigns.
- Prioritized initiatives that increased brand development and awareness.
Senior Associate - operations
WNS (Google Ads- UMM NA)
08.2022 - 01.2024
- Responsible for handling 330 clients each quarter, which consisted of high value clients, marketing agencies, lost customers.
- Maintained good KPI: 100% UAAs and Points target, 99% compliance, 90% quality, 80% Csat.
- Met schedule using excellent planning and coordination skills. And sending clients queries to appropriate departments such as support, technical (tag team) and Google Marchant Center team.
- Managed customer relationships through consultative sales techniques to attain individual quarterly targets and also to contribute to team's quarterly targets.
- Additional lead generation to increase business opportunities.
- Showcased product features and benefits to drive converting pitches.
- Ensured a conversion rate of 95% throughout each quarter.
Customer Service Senior Associate
Sartek (Synapse Magazines)
02.2022 - 07.2022
- Handled an average of 70 inbound calls daily, upselling additional subscriptions on 90% of calls to enhance customer experience. Delivered high-quality service, with an average handling time of 8 minutes, ensuring excellent customer satisfaction. Fostered strong team relationships by assisting colleagues with challenging customer calls.
Education
B.C.A -
Bhartiya Vidhyapeeth Institute of Management and Research
New Delhi, DL2021
12th - Commerce
D.A.V. Cent. Public School
Bahadurgarh, HR2018
10th -
Patrachar Vidyalaya
New Delhi, DL2016
Skills
- Google Ads
- Meta ads
- Lead generation
- Digital marketing
- Digital media buying
- A/B testing
- Keyword research
- Data analytics
- Sales techniques
- Customer needs analysis
- Active listening
- Lead conversion
- Marketing-based AI-powered tools
- Communications proficiency
- Cross-functional collaboration
- Critical thinking
- Business ethics
Certification
- Meta Certified Digital Marketing Associate.
( 2024-2026 )
Timeline
SME
Cognizant
03.2025 - Current
Senior Executive
Wipro (Meta Ads)
03.2024 - 01.2025
Senior Associate - operations
WNS (Google Ads- UMM NA)
08.2022 - 01.2024
Customer Service Senior Associate
Sartek (Synapse Magazines)
02.2022 - 07.2022
B.C.A -
Bhartiya Vidhyapeeth Institute of Management and Research
12th - Commerce
D.A.V. Cent. Public School
10th -
Patrachar Vidyalaya