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
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