Ankit Kumar
Gurgaon
Summary
Dynamic Process Executive with expertise in Google Ads at Cognizant, adept at enhancing operational efficiency and client satisfaction. Skilled in data analysis and escalation management, I successfully minimized escalations and improved performance metrics, fostering strong client relationships through proactive support and strategic planning.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Process Executive - Google Ads
Cognizant
03.2024 - 11.2025
- Resolved client queries on Google Ads optimization, billing, and policy disapproval's, ensuring satisfaction.
- Handled executive, client, and escalations, collaborating with L2 team for effective resolution.
- Provided floor support while reviewing colleague cases to maintain service quality standards.
- Conducted Root Cause Analysis weekly to identify improvement areas and offer performance feedback.
- Monitored daily, weekly, and monthly targets like 'Total Resolution Time' and Customer Sentiment Score.
- Enhanced operational efficiency by developing and implementing strategic plans.
- Issued HEA stamps for emails to ensure accurate communication records.
- Minimized escalations, fostering strong client relationships through proactive management.
Education
MSc - Hospitality Administration
NCHM-CT
Noida01.2024
Skills
- Google Ads
- Microsoft Office Suite
- Data analysis
- Root Cause Analysis
- Escalation management
- Client support
- Team collaboration
- Microsoft Excel
- Google Sheets
- Problem resolution
- Performance monitoring
- Quality assurance
Certification
• Google Ads Search Certificate - Google
• Google Ads App Certificate - Google
• Google Ads Performance Max Certificate - Google
• Google Ads Video Certificate - Google
• Google Ads Measurement Certificate - Google
• Google Analytics Certificate - Google
• Prompt Engineering - Cognizant
• Google Ads App Certificate - Google
• Google Ads Performance Max Certificate - Google
• Google Ads Video Certificate - Google
• Google Ads Measurement Certificate - Google
• Google Analytics Certificate - Google
• Prompt Engineering - Cognizant
Additional Information
Born and brought up in Kanpur, currently based in Gurgaon., Strong belief in process-oriented approaches to achieve consistent results and avoid unnecessary pressure.
Languages
- Hindi
- English, Fluent
- Hindi, Fluent
Timeline
Process Executive - Google Ads
Cognizant
03.2024 - 11.2025
MSc - Hospitality Administration
NCHM-CT