Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

Karan Ghai

Digital Marketing Expert
Faridabad

Summary

Experienced with data-driven marketing techniques and content creation for diverse digital platforms. Utilizes analytics to fine-tune campaigns and maximize audience reach. Strong understanding of market trends and consumer behavior, contributing to successful marketing initiatives.


Overview

12
12
years of professional experience
3
3
years of post-secondary education
2
2
Languages

Work History

Subject Matter Expert

Wipro (META)
04.2022 - Current
  • Leading team as mentor and support.
  • Guiding and empowering the team to achieve quarterly goals.
  • Assists TL with multiple daily reports and Ideas.
  • Over achieved quarterly targets.
  • Helps team members with on hands knowledge of product.
  • Have worked with managers on multiple PODs (A+SC and E-comm) to drive results.
  • 1st Oct'24 was internally promoted as a team leader (not yet promoted on papers) and managing a team of 12 Meta Pro's and 1 Subject Matter Expert for SBG market.
  • Managing KPI's for the team and ensuring quality work.
  • Daily/Monthly/Quarterly Performance tracking and give constructive feedback to improve performance.
  • Enhanced client relationships by delivering tailored advice and demonstrating in-depth product knowledge.

Sr. Associate

WNS (Google UMM NA)
01.2019 - 03.2022
  • Led team as Mentor and support.
  • Helped TL with many daily reports and Ideas.
  • Over achieved quarterly targets.
  • Have good understanding of Compliance audits and day to day work.

Team Leader

Arvato BMSI
07.2015 - 12.2018
  • Responsible primarily for 20 agents within my span.
  • Successfully achieved and reported Team Targets and process SLAs on monthly basis.
  • Enforce daily scheduling requirements and ensure compliance to establish company policies.
  • Monitor, identify and resolve performance/ behavior/ attendance issues using prescribed performance management techniques.
  • Review efficiency statistics on daily basis and provide constructive feedback.
  • Handled complaints & escalations for better customer experience & relation through ‘Manager on Duty' log in on a daily basis.
  • Interacted and communicate updates/changes about the process to the team to keep them updated and feel valued in business.
  • Imparted training as required based on team's performance on critical parameters as well as recommended behavioral programs.
  • Discuss the daily performance with the Team members. E.g. Login hours, Quality scores, AHT, Productivity and Schedule adherence so that the team is aware about their performance.
  • Monitoring the agents on Quality and Customer Service Parameters to bring out maximum productivity.
  • Giving feedback on daily basis for the monitored calls fatal and non-fatal errors.
  • Making PIP for the non performing Agents.
  • Making an ABC analysis and a Sample Size every month.
  • Part of the call calibration with the client weekly so that all the auditors are on the same page.
  • Perform daily, weekly and monthly 1:1.
  • Responsible for grooming the agents and getting them prepared for the next level.
  • Liaise with HR and the management team on any disputes or concerns raised by the agent.

Sr. Customer Care Executive

Arvato BMSI
08.2013 - 06.2015
  • Led team as Team Mentor.
  • Created several productivity reports and assisted Manager.
  • Led team as Fast Tracker.
  • Handled escalation calls – Duty Desk.
  • Identified the ways of process improvement by weak points and the areas of opportunities for improvement.
  • Coordinated and interacted with clients on several updates.
  • Accredited with the awards like “Star of the Month” in the process.

Education

Bachelor of Arts -

Calorx's Teacher's University
01.2010 - 01.2013

XIIth - Commerce

Dynasty International School

Xth - undefined

Dynasty International School

Skills

  • Meta Certifications (Basic, Media Planning and Media Buying)

  • Social media marketing

  • Marketing automation

  • Sales funnel development

  • Conversion rate optimization

  • Shopping Campaigns

  • Google analytics

  • Google Certifications (Fundamentals of Digital Marketing and Google Ads)

  • Meta Certifications (Basic, Media Planning and Media Buying)

Additional Information

  • Managed the planning and execution of campaigns for multiple client accounts including Kapiva, Palmonas, Country delight etc. ensuring business growth and the successful adoption of new biddable media features.
  • Created Sales marketing strategy based on advantage+ shopping campaigns and sales conversion campaigns, leading to up to a 40% increase in sales and increasing ROAS by 180% across various product categories.
  • Analyzed insights and optimized targeting elements such as audience and placements, achieving a month-over-month performance improvement.

Timeline

Subject Matter Expert

Wipro (META)
04.2022 - Current

Sr. Associate

WNS (Google UMM NA)
01.2019 - 03.2022

Team Leader

Arvato BMSI
07.2015 - 12.2018

Sr. Customer Care Executive

Arvato BMSI
08.2013 - 06.2015

Bachelor of Arts -

Calorx's Teacher's University
01.2010 - 01.2013

XIIth - Commerce

Dynasty International School

Xth - undefined

Dynasty International School

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Karan GhaiDigital Marketing Expert