Prachi Sharma
Ghaziabad
Summary
Experienced in performance management and team leadership, with a focus on enhancing customer satisfaction through data analysis and strategic planning. Conducted regular performance reviews to assess team member progress, implementing targeted strategies that improved operational efficiency. Coordinated team activities and delegated tasks effectively, ensuring adherence to established policies while fostering a collaborative work environment. Recognized for contributions to high-performing teams, leading initiatives that resulted in improved workflow and compliance with safety regulations.
Overview
7
7
years of professional experience
Work History
Team Leader
American Express
Gurugram
07.2019 - Current
- Conducted regular performance reviews to assess individual team member progress.
- Reviewed customer service surveys and implemented strategies to improve customer satisfaction ratings.
- Analyzed data from various sources to identify areas of improvement in the department's operations.
- Established clear expectations for employees, providing guidance when needed.
- Assisted with recruitment efforts by interviewing potential candidates and providing input on hiring decisions.
- Coordinated team activities and delegated tasks to ensure efficient completion of projects.
- Monitored daily workflow to ensure adherence to established policies and procedures.
- Ensured compliance with all safety regulations in the workplace.
- Created training materials and conducted group trainings on new processes or procedures.
- Resolved customer complaints in an effective manner while maintaining a high level of customer service.
- Maintained a positive work environment that promoted collaboration between team members.
- Collaborated with other departments to ensure alignment of goals across teams.
- Developed strategies for problem solving and conflict resolution among team members.
- Provided coaching and feedback on employee performance, encouraging professional development.
- Participated in regular meetings with senior leadership to provide updates on market’s progress.
- Held weekly staff meetings to review project updates, discuss issues, and brainstorm solutions.
- Assigned projects and distributed tasks to team members as per area of expertise.
- Implemented strategic plans to enhance team performance and productivity.
- Developed and monitored key performance indicators (KPIs) to assess team effectiveness.
- Fostered a culture of continuous improvement, encouraging innovation and efficiency.
- Oversaw training and development programs to enhance team skills and knowledge.
- Assessed market trends and competitor strategies to inform team direction and focus.
- Led a team of 18 individuals in achieving market targets and exceeding goals.
- Created plans to propose solutions to problems related to efficiency, costs or profits.
- Recognised as high performing leader for 2 consecutive years (2023 - 2025)
Google Ads Specialist
FIS
Gurugram
06.2018 - 07.2019
- Assisted in developing strategies and providing technical support to the advertisers.
- Curated impactful Ads and high revenue Ad campaigns within client’s budget
- Managing different Google interface for the clients like Youtube, Ad Grants, Google Analytics and Merchant Manager
- Assisted clients with Google Ads Optimisation
- Providing business website related inputs and ideas for generating website traffic
Education
Master of Arts - Political Science
Deshbandhu College
New Delhi07-2017
Skills
- Performance management
- Project coordination
- Customer satisfaction
- Data analysis
- Employee recruitment
- Workflow monitoring
- Safety compliance
- Training development
- Conflict resolution
- Team collaboration
- Strategic planning
- Leadership
- Coaching and mentoring
- Relationship building
- Quality improvement
- Complaint resolution
- Call center operations
- Verbal and written communication
- Content marketing
- SEO optimization
- Google Ads management
- Customer relationship management
- MS Excel
- MS Powerpoint
Timeline
Team Leader
American Express
07.2019 - Current
Google Ads Specialist
FIS
06.2018 - 07.2019
Master of Arts - Political Science
Deshbandhu College