Minu Kannaya

• Led a team of customer support associates to deliver high-quality service aligned with company SLAs and customer experience standards.
• Monitored daily operations, ensuring optimal staffing, shrinkage control, and adherence to schedules.
• Drove team performance by tracking KPIs such as CSAT, AHT, FCR, productivity, and quality scores.
• Conducted regular 1:1s, coaching sessions, and feedback discussions to improve individual and team performance.
• Managed escalations effectively, ensuring quick resolution and maintaining customer trust.
• Collaborated with cross-functional teams (QA, Training, Workforce Management) to improve processes and service delivery.
• Prepared and analyzed performance reports to identify trends, gaps, and improvement opportunities.
• Implemented action plans to enhance team efficiency, reduce errors, and improve customer satisfaction.
• Supported hiring, onboarding, and training of new team members.
• Motivated the team through recognition, engagement activities, and a positive work environment.

• Managed and guided a team of shopping raters to maintain quality and consistency.
• Streamlined workflows by identifying inefficiencies and introducing process improvements.
• Initiated new activities to enhance team engagement and collaboration.
• Monitored performance and provided feedback to drive productivity and accuracy.
• Coordinated communication between team members and management for smooth operations.
• Develop and implement best practices to enhance new customer education and onboarding.

• People Management: Coaching a team of Account Strategists, conducting performance reviews, and overseeing daily workflows to hit sales or service targets.
• Performance Tracking: Monitoring KPIs like revenue growth, CSAT (customer satisfaction), and campaign ROI to ensure Google’s advertisers are successful.
• Strategic Oversight: Handling high-level client escalations and identifying opportunities to optimise ad spend across Search, Display, and YouTube.

Led cross-functional teams across Google Ads (Digital Marketing) and Meta (Regulatory Compliance – Transaction Monitoring), driving both revenue growth and compliance excellence.

Google Ads.

• Led a team of 15–25+ analysts managing end-to-end Google Ads campaigns (Search, Display, Video) for global clients.
• Delivered consultative strategies to advertisers, improving ROI through keyword optimisation, bidding strategies, and campaign restructuring.
• Ensured SLA adherence and KPI achievement across metrics such as revenue, CTR, conversions, quality, and productivity.
• Conducted 1:1s, coaching, and performance reviews, improving team productivity and quality scores.
• Managed workforce planning, shrinkage, and workload distribution to ensure optimal team utilization.
• Built and maintained SOPs and QA frameworks to ensure consistent campaign quality and compliance.
• Generated data-driven insights and reports, enabling strategic decision-making, and campaign optimisation.
• Collaborated with cross-functional stakeholders and clients, presenting performance insights, and driving business growth.

Meta – Regulatory Compliance (AML/KYC and Transaction Monitoring).

• Monitored customer transactions to detect suspicious activities, money laundering, and fraud risks.
• Conducted transaction analysis and investigations, preparing detailed reports, including Suspicious Activity Reports (SARs).
• Performed KYC verification and risk assessment, ensuring adherence to regulatory and internal compliance standards.
• Handled case analysis and resolution for compliance-related issues with high accuracy.
• Maintained 95%+ quality scores, ensuring strict compliance with audit and regulatory requirements.
• Supported quality assurance processes and audits, ensuring zero compliance breaches.

• Joined Regalix as a Consultative Sales Representative.
• Outstanding Performer in the first quarter and multiple other quarters.
• Promoted to POD Lead (POD Specialist) on April 1, 2021, selected by management.
• Led team activities, delegated tasks, and ensured target achievement.
• Developed Google Ads strategies to surpass targets and handled team escalations.
• Won Outstanding POD Lead Award in January 2022.
• Promoted to Team Lead on July 1, 2022, through IJP.
• Managed a team of outbound sales representatives, promoting Google Ads services.
• Provided coaching and support to ensure team members met sales targets.
• Developed sales strategies to optimise Google Ads, and drive revenue growth.
• Analysed market trends and customer feedback to improve sales techniques.
• Monitored KPIs and team performance, implementing corrective actions when needed.
• Handled escalations, resolving customer enquiries, technical issues, and objections.
• Conducted performance evaluations, feedback sessions, and training programmes.
• Ensured compliance with company policies and industry regulations.
• Acted as a liaison between sales teams and upper management, providing regular updates.

• Recruited & onboarded candidates, ensuring alignment with company goals.
• Maintained accurate employee records for compliance.
• Handled communication with vendors and administrators, resolving inquiries.
• Implemented HR strategies to minimise disruptions and meet business needs.
• Worked with leaders to fulfil workforce requirements and enhance team agility.
• Conducted new hire orientations for smooth onboarding.
• Reviewed applications and shortlisted candidates for interviews.

• Expert Guidance & Counselling: Help students choose the right course, university, and destination based on their academic background and career goals.
• Provide insights into global education systems and application requirements.
• Simplifying the application process: Assist with application forms, document compilation, and test preparations.
• Ensure students meet deadlines, and submit strong applications.
• Visa and Immigration Support: Guide students through visa applications, interview preparation, and compliance with immigration policies.
• Help secure necessary permits for studying abroad.
• Financial Planning & Scholarships: Offer advice on budgeting, expenses, and funding options.
• Assist in finding scholarships, grants, and loans to ease financial burdens.
• Ongoing Support and Transition Assistance: Provide pre-departure guidance, cultural orientation, and on-campus support.
• Help students with accommodation, banking, healthcare, and settling into a new country.

• Customer Service Representative - Mervyn's Credit Card.
• Assisted customers with enquiries, complaints, and issue resolution related to credit card services.
• Managed customer accounts, processing updates and changes accurately.
• Educated customers on self-service options, such as online banking, for better convenience.
• Ensured compliance with bank policies, regulations, and ethical codes of conduct.
• Processed transactions efficiently and accurately, maintaining high service standards.
• Evaluated and made decisions on credit limits and card approvals, based on policies.
• Promoted credit card products and services, identifying opportunities to enhance customer benefits.
• Collected and documented customer feedback, implementing solutions to improve service.
• Escalated unresolved issues to internal teams for further investigation and resolution.