Pallavi Agarwal
Digital Marketing & AI Strategy Leader | Quality & CX Transformation
Gurgaon
Summary
Strategic Digital Marketing and AI leader with 9+ years of experience delivering quality, CX, and operational transformation within the Google ecosystem. Proven expertise in LLMs, Generative AI (Gemini), Notebook LLM (RAG pipelines), Google Ads, and ML-driven automation to scale support operations and improve customer satisfaction. Trusted partner to global stakeholders, serving as a single point of contact (POC) for large-scale initiatives across Quality Standardization, Platform Migration, and Knowledge Management. Adept at bridging technology, business strategy, and execution in high-growth, complex environments.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Digital Marketing Practice Lead
Cognizant Technologies Solutions
01.2023 - Current
- Lead global digital practice and community operations supporting Google Ads, driving engagement, quality, and scalable execution.
- AI & ML Automation: Implemented ML-based query resolution models for Ads communities, increasing answered-query coverage while filtering abusive/off-topic content and improving platform safety.
- LLM & Knowledge Management: Designed and deployed a Notebook LLM (RAG pipeline) leveraging Gemini to optimize troubleshooting, content generation, and information retrieval.
- Customer Sentiment & CX Strategy: Led SIPOC-based Customer Journey (CUJ) analysis, executing a structured Analyze–Design–Deploy framework that directly improved CSAT scores.
- Acted as strategic consultant and change manager, aligning advertisers, operations, and leadership on data-driven solutions.
Quality Lead
Cognizant Technologies Solutions
05.2017 - 12.2022
- Owned Quality Assurance, Process Architecture, and Continuous Improvement programs across Google Ads support operations.
- Led MBRs/QBRs with senior stakeholders, translating quality metrics into actionable business insights.
- NPS / CSAT Champion–Challenger Model:
- Segmented customer queries (L1–L4) to enhance survey intelligence
- Conducted non-promoter root-cause analysis across People, Process, Systems
- Built a Knowledge Management framework delivering “Best Possible Solutions” for agents
- Designed evaluation frameworks and Solution Design Documents (SDD) in partnership with developers.
- Served as IQA Lead, introducing a Global Quality Framework post-audits and identifying new business opportunities.
- Reduced escalations through proactive quality controls; recognized as Team of the Year.
Quality Analyst
Teleperformance DIBS
10.2015 - 03.2017
- Managed and optimized Google AdWords campaigns for performance, ROI, and advertiser growth.
- Executed keyword strategy, bid optimization, budget management, and Quality Score improvements.
- Conducted weekly account audits and delivered data-driven optimization recommendations.
- Managed the Quality Audits along as one othe basic responsibilities following the framework
Education
M.Com - International Marketing
Rani Durgavati Vishwavidyalaya
Jabalpur, India 04.2001 -
B.Com - International Marketing
Rani Durgavati Vishwavidyalaya
Jabalpur, India 04.2001 -
Skills
Digital Marketing Strategy/ Google Ads
Solution Design Documents (SDD)
Generative AI (Gemini)
Notebook LLM (RAG Pipelines)
AI-Driven Automation
Customer Experience (CX)
NPS / CSAT Optimization
Quality Assurance (QA/QC)
Process Architecture & SIPOC
Business Transformation
Stakeholder & Client Management
Change Management
Customer Journey Mapping (CUJ)
Sentiment Analysis
Teamwork
Problem-solving abilities
Decision-making
Certification
Google AdWords Certified
Timeline
Digital Marketing Practice Lead
Cognizant Technologies Solutions
01.2023 - Current
Quality Lead
Cognizant Technologies Solutions
05.2017 - 12.2022
Quality Analyst
Teleperformance DIBS
10.2015 - 03.2017
M.Com - International Marketing
Rani Durgavati Vishwavidyalaya
04.2001 -
B.Com - International Marketing
Rani Durgavati Vishwavidyalaya
04.2001 -