NANDINI THAKUR
Hyderabad
Summary
Community Manager with 5+ years of experience at Google Operations Center, specializing in community engagement and stakeholder management. Demonstrated success in optimizing product support strategies and improving user experience through data analysis and training programs. Proficient in CRM software and skilled at identifying trends to enhance customer satisfaction.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Community Manager
Google Operations Center
Hyderabad
09.2020 - Current
- Responsible for internal corporate communications and announcements
- Worked with internal teams to collect and analyze data for executing a calendar invite for Internal communications
- 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 analysis 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
- Identifying top user issues, perform product & community deep dive
- Making weekly and monthly Business Reviews
- Analyzing trends and user issues to work with the Product Manager for enhancing the product.
- Handled and managed more than 3 Google community cloud products
- 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.
Community Specialist
Uber
Hyderabad
10.2019 - 07.2020
- Introduced 3 new workflows within 1.3 years, which streamlined and automated repeatable business tasks, minimizing errors
- Working with the internal team of Uber for Business and ensuring the delivery of information and product updates to the users
International Customer Service Executive
Amazon
Hyderabad
07.2018 - 09.2019
- For being 100% compliant with all the quality metrics in the year, providing assistance and escalation for business clients who used Uber as their service
- Partner interaction within different regions
- Manage the operational relationship with key contacts to maintain the continuation of business on better terms than the competition and drive consistency of brand communications
- Ensure right account identification for a focused sale approach driven by consumer engagement strategy
- Involved with other LOBs and driver to ensure resolution on time
- Providing support with billing, returns, and refunds for customers
- Answered questions about the product and the company
- Up-skilled, with support for all regions, to support whenever possible
- Provided prompt and courteous service to customers via phone, email, and chat
Adwords Account Manager
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
- Provided training and guidance to new Account Managers
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 requirements
Education
BBA - Business Management
St Francis College For Women
Hyderabad06.2017
Skills
- Daily Operations Management
- Community Engagement
- Client service and support
- CRM Software
- Time management
- Google Sheets
- Google Docs
- Google Slides
- Vendor Management
- Employee Performance Management
- Business Development Reviews
- Identifying opportunities
- Product Analysis
- Identifying trends
- Identifying bugs
- Identifying issues
- Working with engineering team
- Product support
- Product managers
- Stake holder management
- Optimization
- Customer satisfaction
Websites
Certification
- AdWords, Beginner
- Product Management skill, Beginner
Accomplishments
- Introduced 3 new Workflows within 1.3 years which streamlined and automated repeatable business tasks; minimizing errors.
- Managed Google Blogger, Translate and Gemini products.
- Organized and hosted two breakout sessions for Google communities in London and Singapore.
- 2 Touchstone Awards.
- High-Five Award.
- For being 100% with all the quality metrics in the year and providing assistance and escalation of business clients who used Uber as their service.
Languages
- Hindi, C2
- English, C2
- Telugu, B1
Languages
Hindi
First Language
English
Proficient (C2)
C2
Timeline
Community Manager
Google Operations Center
09.2020 - Current
Community Specialist
Uber
10.2019 - 07.2020
International Customer Service Executive
Amazon
07.2018 - 09.2019
Adwords Account Manager
Regalix
09.2017 - 07.2018
Customer Service Associate - Intern
Amazon
07.2015 - 02.2017
BBA - Business Management
St Francis College For Women
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