SONAL SINGH

Roles & Responsibilities

• Handling L2 customer escalations through email and resolving queries within SLA.
  
• Investigating complex cases and providing suitable resolutions.
  
• Coordinated with internal teams to resolve customer issues, ensuring timely and effective solutions.
• Made outbound calls for clarification and resolution.
• Maintained accurate case notes, updates, and documentation for future reference, enhancing knowledge sharing.
• Identified recurring issues and communicated them to relevant teams, contributing to process improvements.
• Managing customer complaints with proper ownership and follow-ups.
  
• Maintaining case records and ensuring timely closure.
  
• Focusing on customer satisfaction and maintaining service quality.
  

• Responsibilities include B2B fintech marketing, client engagement, data analysis, strategy development, and relationship management.
• Optimized operational processes within B2B fintech marketing and customer engagement to ensure consistent performance targets.
• Managed email marketing campaigns to address client inquiries and deliver tailored marketing solutions for banking and financial products.
• Developed and disseminated marketing best practices across teams, aligning efforts with business objectives and quality standards.
• Cultivated strong client relationships to enhance customer satisfaction, loyalty, and overall customer experience.

• Responsibilities included Google Shopping campaign management, data enrichment, ensuring product quality and maintaining client satisfaction
• Managed Merchant Promotions as a Google Shopping Specialist, optimizing campaigns to enhance lead quality.
• Conducted keyword research, ad copy optimization, and landing page improvements to drive campaign performance.
• Ensured timely delivery of high-quality products while maintaining strong client relationships by effectively addressing queries.
• Utilized internal systems and external tools to verify and enrich accounts.

• Managed and optimized Google Shopping campaigns via Google Ads.
• Handled product feed setup and updates in Google Merchant Center.
• Monitored performance metrics and improved ROAS.
• Resolved feed issues and ensured policy compliance.
• Collaborated with internal teams for smooth campaign execution.
• (WFH)

• Duties included providing technical support, creating knowledge base articles, and managing customer issues via chat.
• Delivered remote desktop support for O365 migrations, Active Directory, Adobe software, and browser-related issues.
• Resolved billing, account, and technical issues proficiently and professionally via chat.
• Created technical documentation for knowledge base to improve support.
• Utilized support tools to track and effectively manage issues resolution.