Paramita Thakur

• Process: Google Ads
• Responsible for setting goals for all the individual members in the team and following a cadence to track the growth path for all the members.
• Driving the succession plan for the team by preparing a learning calendar & ensuring personal development of all the team members.
• Creating and finalizing attractive and relevant landing pages for Goggle ads
• Checking and monitoring existing ad campaigns and making recommendations on how to optimize and update them
• Providing complete support to Advertisers and Account Managers with optimization tips for their accounts
• Google Ads and Google Analytics via all contact channels
• Troubleshooting from basic login issues till complex Analytics problems and providing best resolution within TRT along with optimization tips and best practices
• Designed creative campaigns to raise awareness and increase sales.
• Improved search engine optimization to increase quantity and quality of website traffic.

Achievements:

• Promoted as acting Subject Matter Expert (SME), demonstrating in-depth knowledge of the product and support processes and the ability to train and mentor new hires.
• Part of the escalation team, handling all supervisor calls, resolving issues in a timely and professional manner to ensure high levels of customer satisfaction.
• Received Star Performer award for the month of October and January, recognizing outstanding performance and contributions to the success of the team.
• Received Touch Stone award for maintaining a 100% score on Quality, demonstrating a commitment to delivering high quality customer service and support.
• Tracked communications strategies, advertising campaigns, and marketing approaches to measure successes and failures, providing insights and recommendations to improve performance and increase customer engagement.

• Process : Optus
• Supporting customer queries via chats and outbound calls
• Handling customer and partner complaints using available resources
• Identifying and resolving escalations on priority
• Performed end-to-end order processing for a telecommunications client, ensuring accuracy and timely completion of orders.
• Handled complex order requests and escalated issues to appropriate parties when necessary.
• Trained and mentored new hires on order processing procedures and best practices.
• Assisted in the development and implementation of process improvements to increase efficiency and productivity.

• Process: US Smartphone Division ( Google Pixel)
• Provided technical support for Google Pixel smartphones, troubleshooting issues and providing solutions to customers via phone and email.
• Handled customer escalations, resolving issues in a timely and professional manner to ensure high levels of customer satisfaction.
• Provided feedback for process improvement, identifying areas for improvement and collaborating with cross-functional teams to implement solutions.
• Conducted monthly and weekly audits and provided feedback to teams based on audit results, helping to drive continuous improvement in customer service and support.
• Supported the Nesting Team as a Subject Matter Expert (SME) and Trainer, providing guidance and training to new hires and ensuring consistent adherence to process and quality standards.
• Utilized internal tools and resources to log customer interactions and track issue resolution progress.
• Participated in ongoing training and development programs to stay up-to-date with the latest product knowledge and support techniques.
• Collaborated with cross-functional teams, including product development and quality assurance, to identify and report product defects and customer pain points.

Achievements:

• Cleared training and nesting in one attempt, demonstrating a strong understanding of product knowledge and customer support techniques.
• Awarded as top performer in nesting, recognized for consistently exceeding performance targets and contributing to the success of the team.
• Maintained a high level of performance on the floor for four quarters, consistently meeting or exceeding customer satisfaction targets and achieving top rankings among peers.
• Awarded for being the Top performer in Agent Satisfaction (ASAT) received from the customers, reflecting a commitment to providing excellent customer service and support.
• Moved into support team (acting SME) within 12 months of clearing nesting, demonstrating strong performance and a willingness to take on additional responsibilities.
• Received client appreciation for monthly performance, recognizing contributions to the success of the team and the overall business.
• Audited emails and chats for the team as an additional responsibility, demonstrating attention to detail and a commitment to ensuring high quality interactions with customers.

• Process: Uber (US drivers)
• Responded to customer and partner queries via email, providing prompt and accurate information to address their concerns.
• Handled customer and partner complaints using available resources, resolving issues in a timely and professional manner to ensure high levels of customer satisfaction.
• Identified and resolved escalations on priority, demonstrating the ability to prioritize and manage multiple issues simultaneously.
• Utilized internal tools and resources to log customer and partner interactions and track issue resolution progress.
• Participated in ongoing training and development programs to stay up-to-date with the latest product knowledge and support techniques.