Joan Armstrong
Hyderabad
Summary
Seeking a leadership opportunity to further elevate the customer experience by leveraging combined expertise in digital marketing and customer support. Known for a strong work ethic and problem-solving abilities, consistently enhancing team productivity and customer satisfaction. Offering unique blend of leadership and problem-solving skills, eager to learn and grow.
Overview
22
22
years of professional experience
1
1
Certification
Work History
Digital Marketing & Research Team Lead
Google Operations Center
08.2019 - 06.2024
- Led a team of 15-20 digital marketing specialists in developing and executing comprehensive online marketing campaigns across various channels (SEO, PPC, social media, content marketing, email marketing)
- Managed call and chat support to the customers in line with the processes/procedures defined using effective, clear and professional written and oral communication • Provided prompt and efficient service to Customers including the appropriate escalation of customer issues
- Demonstrated excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures.
- Maintained performance metrics including quality, productivity, first contact resolution, and attendance
- Liaise with other departments and teams as required to resolve Customer issues and questions
- Managed a team that developed and executed effective digital marketing strategies to increase brand awareness, generate leads, and drive conversions
- Managed and optimized Google Ads campaigns, including keyword research, ad copy creation, bid optimization, and reporting
- Collaborate with cross-functional teams to ensure consistent messaging across all digital channels
- Stay up-to-date with the latest trends and best practices in digital marketing and share insights with the team
- Manage and monitor CSAT TRT Quality and all other core metrics in order to meet business & Advertisers expectations
- Review performance data from time to time from the operations teams to evaluate the effectiveness of individual influencer's
- Maintain overall accountability for the request fulfillment process for a specific workflow
- Ensure teams have all necessary resources to perform delivery work
- Facilitated productive meetings among team members to foster collaboration, brainstorm ideas, set goals, monitor progress, and address any concerns.
Operations Team Lead
Cognizant
07.2018 - 08.2019
- Improved operational efficiency by streamlining processes and implementing time-saving strategies
- Enhanced client satisfaction by resolving issues promptly and maintaining open lines of communication
- Collaborated closely with other departments to streamline interdepartmental communication and improve overall organizational cohesion
- Maintained high levels of employee morale through effective communication, recognition, and coaching initiatives
- Demonstrates excellent time-management skills and the ability to work independently while using departmental resources, policies and procedures
- Maintained performance metrics including quality at 93%, productivity at 95%, first contact resolution, and attendance below 10%
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed
- Worked with team to identify areas of improvement and devised solutions based on findings
- Enhanced team productivity by implementing efficient work processes and regularly reviewing performance metrics
Operations Team Leader
Automatic Data Processing, ADP
06.2014 - 07.2018
- Managed high workload with consistent record of achieving deadlines and production targets.
- Improved operational efficiency by streamlining processes and implementing more effective procedures.
- Maintained current knowledge of industry trends, incorporating relevant insights into operational strategies.
- Managed daily operations, ensuring smooth workflow and timely completion of tasks.
- Adhered to applicable guidelines and requirements, and assisted team in doing same.
- Optimized team performance, providing clear guidance and setting achievable goals.
- Promoted a positive work environment by fostering open communication and encouraging teamwork among employees.
Senior Process Associate
Cognizant
03.2013 - 06.2014
- Fostered strong working relationships with stakeholders through clear communication, resulting in seamless project execution
- Increased customer satisfaction by promptly addressing concerns and providing effective solutions tailored to their needs
- Maintained accurate documentation of processes, facilitating easy reference for internal audits and knowledge transfer
- Trained junior associates in various process-related tasks, ensuring consistent quality across the team.
- Played an instrumental role in achieving departmental goals by consistently delivering results on target or above expectations
- Met month-end reporting objectives and deadlines.
- Identified modifications to processes and procedures that would promote better efficiency.
Customer Service Executive
HSBC
07.2008 - 10.2011
- Enhanced customer satisfaction by promptly addressing inquiries and resolving issues.
- Reduced average call time through efficient problem-solving skills without sacrificing quality of service provided.
- Managed high volume of inbound calls while maintaining a professional demeanor and ensuring timely resolution of issues.
- Described product and service details to customers to provide information on benefits and advantages.
- Met customer call guidelines for service levels, handle time and productivity.
- Exhibited high energy and professionalism when dealing with clients and staff.
Team Leader
Amazon.com, Inc. or Its Affiliates
08.2005 - 06.2008
- Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
- Established open and professional relationships with team members to achieve quick resolutions for various issues.
- Collaborated with other department leaders to establish shared goals and ensure alignment across teams.
- Mentored junior staff members, helping them develop their leadership potential and advance in their careers.
- Assisted in recruitment to build team of top performers.
- Provided ongoing support to direct reports, addressing concerns or questions promptly so they could remain focused on their tasks.
- Evaluated team member performance against established objectives during regular reviews, offering praise for achievements or identifying areas requiring further development.
Process Developer
GECFS
10.2002 - 08.2005
- Handling Customer Service queries via the phone
- Piloted Workstation - a web based application that helped the organization on reducing cost
- Always been a team player, Instrumental in consistently achieving targets monthly, contributing for winning many Team Awards
- Mentored around15-20 new associates, monitoring individual AHT and Quality scores for associates; identifying avenues for improvements setting goals and achievable targets to help them up the learning curve.
- Participated in continuous improvement initiatives, focusing on eliminating non-value-added activities and reducing variability in processes.
Education
Bachelor of Arts - Commerce Accounts
St Francis Degree College
Hyderabad05.2002
Skills
- Cross-functional team coordination
- Strong work ethic
- Works Well Under Pressure
- Teamwork and collaboration
- Problem-solving abilities
- Operational excellence
- Multitasking
- Time management
- Operations management
- Excellent communication
- Team leadership
- Customer Service
- Accountability
- Communication
Certification
Google Project Management
Timeline
Digital Marketing & Research Team Lead
Google Operations Center
08.2019 - 06.2024
Operations Team Lead
Cognizant
07.2018 - 08.2019
Operations Team Leader
Automatic Data Processing, ADP
06.2014 - 07.2018
Senior Process Associate
Cognizant
03.2013 - 06.2014
Customer Service Executive
HSBC
07.2008 - 10.2011
Team Leader
Amazon.com, Inc. or Its Affiliates
08.2005 - 06.2008
Process Developer
GECFS
10.2002 - 08.2005
Google Project Management
Bachelor of Arts - Commerce Accounts
St Francis Degree College
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