Google Sheets / Microsoft Excel (Pivot Tables, VLOOKUP, Dashboards)
Harsh Rawat
Faridabad
Summary
Experienced and results-driven team leader with over 11 years of proven expertise in team management, customer support, and subject matter leadership. Skilled in leading high-performing, cross-functional teams, driving operational efficiency, and achieving key business objectives in dynamic, fast-paced environments. Adept at coaching, mentoring, and developing talent to boost team engagement, and productivity. Known for resolving complex challenges, implementing effective process improvements, and consistently delivering superior client satisfaction. Strong organizational and multitasking abilities, with a demonstrated track record of aligning team goals with strategic company outcomes.
Overview
11
11
years of professional experience
Work History
Google Ads Team Lead
Accenture
Haryana
03.2024 - Current
- Supervise and support a team of Google Ads specialists, ensuring the delivery of campaign objectives and KPIs.
- Conduct weekly performance reviews, set clear goals, and guide team members on improving productivity and output quality.
- Review campaign plans, creatives, and reports shared by team members for alignment with client briefs and brand guidelines.
- Ensure consistent delivery of high-quality campaigns, with timely launches, and data accuracy.
- Act as the primary point of contact for internal stakeholders, and assist in managing client expectations.
Participate in client meetings alongside the performance experts to ensure alignment between campaign strategy and business goals. - Compile performance reports shared by the team, and provide high-level summaries and insights to internal or client-facing teams.
- Identify recurring trends or performance issues, and escalate to the appropriate experts when deeper analysis is required.
Team Leader
Accenture
Haryana
03.2021 - 02.2024
- Working as a Team Leader for Google, as a client, to support Order Management and Last Mile Delivery Support.
- Enhanced team productivity by streamlining workflow processes and implementing time-saving strategies.
- Lead day-to-day operations, deliver high-quality results, and manage a team of 20+ HC.
- Achieve key KPIs: CSAT, SLA, AHT, Quality Scores, Performance Appraisals, 1x1s, Shrinkage, and Attrition.
- Handle escalations, and conduct performance analysis.
- Maintain strong communication with stakeholders, align with business needs, and suggest improvements.
- Conduct weekly and monthly reviews to drive operational enhancement.
- Identifying and addressing operational gaps, and increasing efficiency.
- Develop and implement training programs to boost team performance.
- Foster a positive work environment and team culture.
- Provide coaching and feedback.
Subject Matter Expert
Accenture
Haryana
07.2019 - 02.2021
- Assist support agents with complex Pixel device issues.
- Provide guidance on troubleshooting and repair processes.
- Act as a point of escalation for unresolved or technical cases.
- Support the team with accurate and updated product knowledge.
- Help maintain and share knowledge-base articles and SOPs.
- Conduct quick refreshers, or peer learning sessions, as needed.
- Review and provide feedback on support cases for quality.
IT Customer Support Specialist
Accenture
Haryana
03.2017 - 06.2019
- Provide accurate and timely troubleshooting for Pixel device issues (hardware and software).
- Follow standard operating procedures (SOPs) for issue diagnosis and resolution.
- Ensure first-call resolution wherever possible, to reduce repeat contacts.
- Escalate complex or unresolved cases to an SME or higher-tier support.
- Maintain up-to-date knowledge of Pixel features, updates, and known issues.
- Deliver customer support with empathy, clarity, and professionalism.
Client Technical Support Senior Associate
Convergys
Faridabad
06.2014 - 02.2017
- Provided first-line technical support to customers via phone, resolving hardware, software, and connectivity issues.
- Delivered excellent customer service by maintaining a professional, empathetic, and solution-oriented approach.
- Met or exceeded performance metrics, including response time, resolution time, and customer satisfaction scores.
- Managed team performance and progress.
- Identified and resolved operational problems using expertise and judgment.
Education
Bsc. - Physical Sciences
Delhi University
New Delhi05.2014
Intermediate -
St.Columbus School
New Delhi05.2011
High School Diploma -
St.Columbus School
New Delhi05.2009
Skills
- Client Relationship Management
- Stakeholder communication
- Operations Management
- Performance monitoring
- Data analysis
- Attrition management
- Shrinkage control
- Google Ads management
Accomplishments
- Groomed Subject Matter Experts to Progressive Team Leader position.
- Implemented productivity improvement opportunities.
- Fostering Team Collaboration and Communication.
Timeline
Google Ads Team Lead
Accenture
03.2024 - Current
Team Leader
Accenture
03.2021 - 02.2024
Subject Matter Expert
Accenture
07.2019 - 02.2021
IT Customer Support Specialist
Accenture
03.2017 - 06.2019
Client Technical Support Senior Associate
Convergys
06.2014 - 02.2017
Bsc. - Physical Sciences
Delhi University
Intermediate -
St.Columbus School
High School Diploma -
St.Columbus School
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Affiliations
- Member, Google Ads Certified Professionals
- Alumni, Delhi University Science Alumni Network
- Member, LinkedIn Learning Community
- Subscriber, Think with Google (Marketing & Ad Trends)
- Participant, Google Skillshop Learning Platform
- Member, Digital Marketing Professionals Group (LinkedIn or Meetup-based)
Software
MS PowerPoint (Reporting & Presentations)
Salesforce (case handling, reporting)
Performance Management Tools (internal dashboards, CSAT tools)
Google Ads (Search, Display, Video, Shopping)
Quote
"Leadership is not about being in charge. It is about taking care of those in your charge."
Simon Sinek
Work Preference
Work Type
Full TimeWork Location
On-SiteRemoteHybridImportant To Me
Career advancementWork-life balanceCompany CultureFlexible work hoursPersonal development programsHealthcare benefitsPaid time offInterests
Team Building & Coaching – Developing others, leadership psychology, and motivational methods
Technology & Innovation – Following new device launches, AI, and automation in support
Public Speaking & Communication – Engaging in knowledge sharing, mentoring, or team huddles
Projects
AHT Reduction, Gurugram, 04/01/23, 06/01/23,
Piloted the AHT reduction project on a process level. Identified the outlier TUI's and outlier agents who were giving an impact on the AHT and launched the action plan for 4 weeks to curb down the AHT by daily traction.
Customer Satisfaction - CSAT improvement, Gurugram, 01/01/24, 03/01/24,
Lead the project to improve the customers satisfaction over chat contacts. Identified the lagging and leading metrics which were impacting the overall business CSAT. 4 weeks coaching and rigorous trainings on lagging TUI's and improved communications skills during those sessions.
Languages
- English
- Hindi
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