Nandini Thakur
Hyderabad
Summary
A competent professional with 5+ years of experience in Customer support, Sales, Community Management & Operations. Skilled in people & stakeholder management. Leveraging skills across cross- functional teams to move roadblocks. Empowering individuals to execute and deliver results on initiative that drives goals while mitigating risks.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Community Management
Google Operations Center
Hyderabad
09.2020 - Current
- Responsible for executing the support strategy for Product Experts and managing English Community for Google Assistant product
- Manage recruitment, promotion & regular engagement with experts
- Delivered virtual and live training sessions to the new experts
- Assist internal stakeholders with ideation of Google Assistant as per their product requirement
- Collaboration with PM/PSM for product feature development and new feature launches to enhance user experience
- Attended Google Community summits and conducted breakout sessions
- Community bug escalations, closing the loop on bugs/escalation
- Identify top user issues, perform product & community deep dive
- Making weekly, monthly and Business Reviews
- Analyzing trends and user issues to work with Product Manager for enhancing the product
- Handled and managed more than 3 Google community cloud products
Community Specialist
Uber India Pvt Ltd
Hyderabad
10.2019 - 07.2020
- Introduced 3 new workflows within 1.3 years which streamlined and automated repeatable business tasks; minimizing errors
- Working with internal team of the Uber for business and making sure to deliver information and product updates to the users
- For being 100% with all the quality metrics in the year providing assistance and escalation of business clients who used Uber as their service
- Partner Interaction within different regions
- Manage operational relationship with key contacts to maintain continuation of business on better terms than the competition and drive consistency of brand communications
- Ensure right account identification for focused sale approach driven by consumer engagement strategy
- Involved with other LOB's and driver to ensure resolution on time.
International Customer Service Executive
Amazon
Hyderabad
07.2018 - 09.2019
- Providing support with Billing, returns and refunds for customers
- Answered questions about the product and the company
- Upskilled with support for all regions to support whenever possible.
Adwords Account Manager Intern
Regalix
Hyderabad
09.2017 - 07.2018
- Investigate and make sure to help the clients with campaigns and ads
- Analyze the effectiveness of Digital campaigns, recommend, design and implement projects to increase their ROI.
Customer Service Associate - Intern
Amazon
Hyderabad
07.2015 - 02.2017
- Answered phone calls from customers promptly and courteously
- Provided support over email and chats during requirement
Education
BBA - Retail Management & IT
St Francis College For Women
Hyderabad06.2017
Skills
- Google Sheets, Docs and Slides
- Business reviews
- Product Analysis and identifying trends, bugs and issues on the community forum
- Working with engineering team, product support and product managers
- Stake holder management
- Time management
Accomplishments
- Introduced 3 new workflows within 1.3 years which streamlined and automated repeatable business tasks; minimizing errors
- Organized and hosted two breakout sessions for Google communities
- 2 Touchstone Award
Languages
- Hindi, Full Professional Proficiency
- English, Full Professional Proficiency
Certification
- AdWords
- Product Management skill - Beginner
Timeline
Community Management
Google Operations Center
09.2020 - Current
Community Specialist
Uber India Pvt Ltd
10.2019 - 07.2020
International Customer Service Executive
Amazon
07.2018 - 09.2019
Adwords Account Manager Intern
Regalix
09.2017 - 07.2018
Customer Service Associate - Intern
Amazon
07.2015 - 02.2017
BBA - Retail Management & IT
St Francis College For Women
Similar Profiles
Srikanth LankadasariSrikanth Lankadasari
Cloud Engineer Associate at Google Operations Center, GoogleCloud Engineer Associate at Google Operations Center, Google
Gowtham MadanalaGowtham Madanala
CUSTOMER ADVOCATE SENIOR ASSOCIATE at GOOGLE ADS & GMB, GOOGLE OPERATIONS CENTERCUSTOMER ADVOCATE SENIOR ASSOCIATE at GOOGLE ADS & GMB, GOOGLE OPERATIONS CENTER
Priya BograPriya Bogra
Digital Marketing & Research Senior Associate at Google Operations Center, GoogleDigital Marketing & Research Senior Associate at Google Operations Center, Google
CHETHAN KUMAR K.RCHETHAN KUMAR K.R
Training Delivery Senior Specialist, GOC at Google Operations CenterTraining Delivery Senior Specialist, GOC at Google Operations Center
V V V SATYA NAVEENV V V SATYA NAVEEN
SAP Basis Consultant at Tata Consultancy ServicesSAP Basis Consultant at Tata Consultancy Services