PRIYANKA DARUGA

• Optimized performance workflows across e-commerce marketplace operations by analyzing compliance and customer service processes for greater efficiency.
• Conducted onboarding and upskilling programs that streamlined agent productivity and reduced time to proficiency.
• Identified and improved bottlenecks in policy workflows, case handling, and escalation processes to ensure faster resolution and a better customer experience.
• Partnered with SMEs and QAs to audit training effectiveness, implement content enhancements, and improve knowledge application on the floor.
• Analyzed performance metrics to identify trends, and coached agents for improvement, resulting in consistent quality and productivity gains.
• Maintained and optimized training documentation for accuracy, relevance, and ease of access, improving learner adoption and retention.
• Achieved 100% new hire throughput and 0% attrition through optimized onboarding frameworks, aligned with business goals.
• Designed and implemented shrinkage control strategies that directly improved operational output and workforce utilization.
• Leveraged continuous feedback and stakeholder collaboration to fine-tune optimization strategies across training and operations.
• Adapted teaching and optimization methods based on learner profiles, improving knowledge transfer, and process adherence.
• Conducted detailed walkthroughs and optimization sessions on Display & Video 360 (DV360), focusing on campaign setup, targeting strategies, bidding, and performance analysis.
• Provided hands-on support for DV360 troubleshooting and campaign refinement to ensure platform efficiency, and maximize ROI.

* Developed and optimized high-performing PPC strategies to improve ROI across Google Ads campaigns.

* Continuously refined display network placements and contextual targeting to maximize ad relevance and CTR.

* Supported end-to-end digital campaign optimization including content refinement, A/B testing, and real-time performance adjustments.

* Conducted in-depth SEO keyword analysis and implemented on-page optimizations to enhance organic visibility.

* Maintained a dynamic knowledge base of campaign learnings and optimization tactics to accelerate future performance improvements.

* Championed client communication excellence and proactive issue management to boost satisfaction and campaign success rates.

* Analyzed chat and email support trends to identify training gaps and implement process improvements for enhanced team efficiency.

• Specialized in Amazon Ads management, driving campaign success, and maximizing ROI.
• Optimized advertising strategies based on market trends and data insights.
• Identified potential opportunities for growth within target markets.

• Provided accurate guidance on Amazon platform policies and listing processes.
• Advocated for sellers and improved seller experience through detailed support.
• Managed high volumes of email contacts and ensured fast resolution.

• Supported clients with Google products and marketing campaigns.
• Developed web portals, conducted competitor analysis, and tracked campaign performance.
• Troubleshoot and resolve issues related to campaign setup, optimization.
• Manage and perform QA for the campaign pacing, ensuring adherence to budgets and performance goals.
• Continuously reviewed and optimized account settings.
• Collaborate with internal teams to escalate and resolve complex technical issues.
• Troubleshoot and resolve data discrepancies, reporting errors, and performance.
• Document common issues and their resolutions in a knowledge base to assist with quicker resolutions in the future.