Sherrell Ponnala

GTech Ads (Google Cloud Platform) Global (EMEA, APAC, AMER) Hyderabad, India. Jan '24- Feb '25

• Spearheaded the end-to-end transition of 3 global Google Marketing Platforms (CM360, DV360, SA360-NRF) from pilot phase to full-scale operations, ensuring seamless technical support for campaign management, data reporting, tag implementation and much more through chat and email.
• Directed a high-performing team of 80+ agents and 12 support staff (including 1 Assistant Manager, 3 Team Leads, 4 QAs, and 4 MIS), managing the largest team across three global sites.
• Consistently exceeded key performance metrics, including:
• Total Response Time (TRT) and Error Free Case (EFC)
• Customer Sentiment Score (CSS) Customer Satisfaction (CSAT) and Workflow Adherence (WFA)
• Stakeholder Management: Fostered strong relationships with cross-functional teams and clients, aligning priorities, managing escalations, and ensuring exceptional service delivery.
• Championed high-impact process optimization projects using Six Sigma methodology (DMAIC framework):
• Project Aarambh on CSS: Developed and implemented a Customer Sentiment Score system, using DMAIC, generating actionable insights that improved the KPI from 72.3% to 75.2% in Q4
• Project FastTrack for TRT (email): Streamlined workflows to significantly reduce response times and introduced SLA-driven prioritization, reducing average response times by 8% and increasing ticket resolution efficiency by 16%. This improved the KPI from 81% to 86%
• FMEA Project: Led a cross-functional team to conduct Failure Mode and Effects Analysis on critical operational processes, identifying high-risk failure points and implementing corrective actions, reducing operational errors by 30% and improving process reliability.
• Led the team in resolving complex technical issues, including ad spend discrepancies, campaign configuration, floodlight tagging, reach analytics, and ad policy violations.
• Mentored and coached team members, focusing on skill development and performance growth, establishing a culture of continuous improvement.
• Played a key role in recruiting, onboarding, and training new hires, enhancing team capabilities in Google Marketing Platform (GMP) tools and digital ad operations.
• Achievements
• #1 Ranked Program for Customer Satisfaction Score (CSS) across 3 sites — Q4 2024
• Achieved Lowest Total Response Time (TRT) for P85 in chat support — Q3 & Q4 2024
• Secured a Green Start on all major business KPIs during the first Go-Live quarter

YouTube Partner Manager Program

Gurgoan, India, Aug '23-Dec '23

• Directed the YPMP for four months, leading initiatives to optimize over 100 creator channels and align efforts with strategic business goals, resulting in a 15% improvement in channel performance metrics.
• Managed and motivated a team of 50+ agents and 9 support staff, driving a 20% increase in productivity and maintaining high morale through effective leadership and clear communication.
• Conducted regular performance evaluations, identifying skill gaps and implementing targeted coaching and training programs that improved agent efficiency by 18%.
• Ensured 100% compliance with company policies and procedures by establishing rigorous supervision and accountability frameworks, reducing compliance incidents by 25%.
• FMEA Project: Led a cross-functional team to perform Failure Mode and Effects Analysis on the process, identifying potential failure points in First Call connect, lead handling, and follow-up workflows. Implemented corrective and preventive actions, reducing operational errors and increasing pitch rate

Google Ads – UMM (US & Canada)

• Managed the Canada program with 110+ agents across two business lines, supported by 2 AMs, 4 TLs, and 4 QAs.
• Directed key performance metrics including UAA, bidding strategies, ad ranking, Google Analytics, quality, and compliance to ensure operational excellence.
• Implemented mentoring programs based on individual assessments to improve team performance.
• Led recruitment, training, and role definition to establish core functions for organizational growth.
• Achievements
• #1 Ranked in Customer Satisfaction (C-Sat) for YouTube Partner Manager Program (YPMP) – India, Q3 & Q4 2023
• #2 Ranked in Business Performance across all sites in 2023

Card Blocking & Business Banking (PAN India)

• Managed Pan-India operations for Card Blocking and Business Banking services, ensuring timely resolution and high customer satisfaction.
• Led a team of 5 Team Leads overseeing 180+ Customer Service Representatives.
• Achieved critical KPIs including Average Handle Time (AHT), First Call Resolution (FCR), and reduction in repeat calls.
• Supervised teams handling transaction disputes, fraud prevention, and service requests while maintaining regulatory compliance.
• Streamlined workflows to reduce response times and improve operational efficiency across business units.
• Coordinated with cross-functional departments to enhance customer experience and mitigate operational risks.